ABSTRACTTitle: Senses strategic importance to the customer experience in dressing roomAuthors: Anna Andersson & Alexandra LundqvistTutor: Dr. Bertil Hultén, Associate Professor Linneaus School of Business and Economics Linnaeus UniversitySubject:  Bachelor thesis 15 hp. Business Economics C, Marketing. Linnaeus University, spring 2011Presentation of the question: Is it possible for companies to enhance customers experience in dressing rooms by strategically working with the senses?Purpose: The purpose of this paper is to describe and analyze the senses relevance to the customer experience in the dressing room and create an understanding of the dressing room from a customer and business perspective.

The purpose with this study has been, based on different public and private procurement conditions, to measure if there are any significant differences in the business relations between public- and private institutional kitchens. Furthermore, to observe what important influencing factors there are to maintain and develop a relationship between a producer and customer. The result of the analysis shows that there are important factors that influences on the trust in the relationship between a producer and customer. These factors are product- and service exchange, communication, strategic purchase and social exchange. In this examination we have showed that there are differences in the relationship between public- and private customers.

The purpose of this study was to illuminate dentists? work with guarantees. A case study was performed by personal interviews with dentists from both private and public sector. The result showed how dentists work with guarantees and how they motivate their guarantee obligations. We found that service guarantees? shaping and application should be simple and obvious.

AbstractBachelor Thesis, School of Economics at Vaxjo universityProgram: Enterprising and Business Development, EBD 362, Spring 2006Authors: Jens Asp, Vivianne Holmer, Carl-Marcus WahlstromExaminer: Stig G JohanssonKeywords: Services, cooperation, collaboration, customer offer, knowledgeTitle: Service firms in collaboration ? A study of the development of small service firms in collaborationNutek presented numbers during year 2005 witched show that the Swedish service sector, for the first time ever, was greater than the industrial sector. The kind of firms that develop most is small service firms without employees. The topic of interest in this bachelor thesis is to study how this kind of firms can develop. There is a great number of strategic options for firms to choose.

The focus of this thesis is positioning and customer retention in newly started small service businesses. The thesis is based on the case study of two small newly started service businesses: Kåffe In that is based in Skellefteå and Lundström Aaro Design! which is based in Umeå. The thesis presents the conclusion that newly started small service businesses, regardless of industry, seem to work in accordance with the theoretical framework of the thesis..

Our purpose of this paper is to seek an understanding of which service quality factors that affects customers in their decision making progress regarding purchasing financial services such as pension products. We also seek to evaluate the different service quality factors by compare their relative strength against each other. The study aim to investigate if there are any connections between customer behavior variables such as gender, age and income in comparison to these service quality factors related to pension products.The findings aim to help a small financial institute such as our case company Plain Capital to understand how their customers experience service quality regarding pension products.In order to find empirical results we conducted a qualitative research as well a quantitative research. The qualitative research employed both a focus group interview with pension savers and an interview with our case company Plain Capital. We were able to identify the service quality factors for pension?s products with help from the focus group interview.

The purpose of this thesis is to discuss how a Swedish public library approaches their costumers. I will show how a library interacts with their costumers compared to a business, which has a different economic work frame, a building materials supplier. My aim is to pinpoint differences and explore new methods for the library in order to improve their service.The theoretical frame of the thesis is based on Richard Norman's notion the Moment of truth. The moment of truth is the moment when a business has to convince their customer that they offer both the product, proficiency and service that the customer needs. Service encounters at two organizations have been observed and their differences and similarities compared.

This thesis studies the customer relationships and customer accounting methods used by a Swedish fashion company. The aim is to test the empirical applicability of the relationship based framework developed by Lind and Strömsten and to explain potential differences between empirical observations and theory. The framework is based on the categorization of four customer relationship groups and the appropriate customer accounting methods to be used for each relationship. The fashion company, that recently assessed the profitability of its customer base in an aim to implement a new customer strategy, is the object of the qualitative case study. The case study reveals that all customer relationships are to be found at Whyred, except the connective customer relationship.

The Swedish agricultural sector is currently undergoing a substantial structural change. The number of farm enterprises is continuously decreasing and the average farm size is increasing. In combination with increasing number of competitors in the insurance market, the competitive rivalry within this market has increased significantly. With this knowledge in mind, Länsförsäkringar Uppsala initiated this study, which aims to provide an understanding of customer?s view on customer value, related to agricultural insurance and financing.

Servicescape is a research area within service management which processes the effect that the environment has on the service experience. The purpose of this essay is to find out how servicescape, with focus on the ?background music?, affects customer behavior in a clothing retail store. Through manipulation of the background music?s tempo the essay aim to explore to what extent this part of the servicescape a) affect the customers approach and avoidance behavior, b) is affected by customers with a hedonic or utilitarian shopping behavior, c) affects pleasure, arousal and dominance perceptions for the customer, and d) how the servicescape is perceived.Key words: Servicescape, approach-avoidance behaviour, pleasure, arousal, dominance, hedonic-utilitarian behaviour..

This paper examines how companies in a transparent industry work to satisfy the customer in an extended way, to offer value added products that in the end enables the customer to be loyal to the company. We have studied the insurance industry in Sweden and have focused on five different insurance companies. Four of them, Folksam, Länsförsäkringar, Trygg-Hansa and Dina Försäkringar, where we have focused on Ölands Försäkringar which is part of the Dina Försäkringar group, are some of the largest insurance companies in Sweden. The fourth company is Swedbank which is a bank that has started to offer insurances.Our results demonstrate that it is important for the company to see the customer not only in a profitability aspect; the company has to find out what the customer gets in return. In that case the possibility for the customer to change company decreases and the chance that the customer becomes loyal increases.

This thesis has been performed as a part of the Bachelor degree in Industrial Engineering and Management at the School of Engineering in Jönköping. The thesis is written on behalf of Pallco AB, which is an engineering company that performs subcontracting, surface treatment, and assembly of components, mainly in steel and aluminium. The thesis focuses on identifying and analyzing the customer order fulfillment process of three customers at Pallco AB.The main objective of the thesis is to distinguish time differences in the company?s administrative work for each of the three customers. Furthermore, Lean thinking is following as a thread through the whole thesis.

This report is focusing on problems with introducing standard enterprise resource planning systems (ERP) in businesses. A study has been carried out on a service and support department at a Swedish heat metering company, SVM North Node. The study aims to help the company become a better customer in choice and customization of a new ERP system. We make a description of the department studied and the work carried out there, on the basis of learning, knowledge and cooperation. As a final point we present some ideas on how computer systems could support their work, hoping that this will result in them making adequate demands on a new ERP system..

The purpose of this thesis was to examine what the communication between bank and customer looks like. We have more specifically studied how the bank communicates with the customer when communicating different offers, how the customer wants the communication to take place, what communication problem looks like and how the customer wants the bank to design their offers. Our target group was bank customers with academic degree, with one to seven years of working experience. This study was conducted trough interviews with bank customers and representatives at the bank. On the basis of our studies we found that the communication between bank and customer works fairly well.

The view on which kind of fiction that should be mediated to the public through the Swedish public library system has since the late 60´s been dominated by what in this Master?s thesis is called: ´the discourse on quality of literary fiction´. The aim of this thesis is to examine to which extent this discourse still plays an active role in the Swedish public library system or if that discourse has been replaced by a more market-led, demand responsive view, where the features of ´quality´ and ´culture´ have been downplayed and replaced by a ´customer?s service view´ on how and why fiction should be mediated to the public. The methodological and theoretical perspective in this thesis is led by the understanding of the discourse analysis in Michel Foucault?s ´The Archaeology of Knowledge´.