In the end of the 20th century, there was an increased interest in creating customer experiences, especially in the service sector. At the same time, the number of visits to the Swedish cinemas is decreasing due to new distribution channels on the market. This study aims to deepen the knowledge of customer reactions towards offerings with an experience approach, by studying similar reactions in cinema visitors. Furthermore, the study examines the contagiousness of the emotions elicited by the experience. The study approaches the problem by using a quantitative method by conducting a survey of cinema visitors.

In this study we aim to investigate what employees at a callcenter see as prospects, opportunities and barriers of learning within a company. To answer the purpose of this essay, two questions were formulated; "What opportunities for learning does employees experience in the company?" and "How can learning in the workplace improve for the sellers?". First, we present what previous research has highlighted regarding workplace learning and learning within the callcenter industry. Afterwards we present ten semi-structured interviews with leaders and sellers within a telecom company in Stockholm.

This report aims to examine how Brunneby Musteri is to update the brand attention for Brunneby Musteri at retail stores. Brunneby wish to assure their brand will catch the customers? eye in the store and therefore get assistance to discover what to improve. The family business Brunneby Musteri (Brunneby) was founded in 1941 and is located nearby Göta Kanal in the county of Östergötland. Brunneby produce products such as lemonade, jam, jelly, marmelade, cider and vinegar.

The most dominating type of company in Sweden is the small-sized business and it usually lacks its own marketing department. The purpose of this paper was to analyze several small Swedish businesses which are specialized in different sectors of the Mechanic/Technology industry but they are similar in terms of having niched products and they are leading companies in the world. The objective was to do research about how small businesses work with marketing despite its lack of resources and capital.This survey has shown that customer contacts, customer relationships and especially for those investigated companies, it was very important to focus on globalization and product development in order to build a Point of Difference..

Boberg at Scania CV AB. The purpose was to investigate the technical and customer oriented possibilities for the development of a transport security measure against cargo crime, which is a growing problem in Europe. The main goal was to develop a concept that is possible to implement in the Scania CV AB Fleet Management System. Another goal was to develop a security model that will be used as a tool during Scania CV AB?s future development projects of transport security concepts.The work was divided into three main parts: a background study, handling cargo crime, transport security Scania CV AB trucks and market analysis, a stakeholder investigation including a questionnaire and interviews, and a concept development session.

The deregulation during the last decade within the airline businesses have called upon a more fierce competition among airlines. This fact forces airlines to continuously focus on service development in order to offer attractive solutions to satisfy customers changing needs and stay competitive. This paper focuses on service development at Scandinavian Airlines. The aim of this case study is to examine the sources of information used in service development and new service development at Scandinavian Airlines. Further the aim is to examine whether information derived from customers can be shown to play a more important role in either service development or new service development.

Information technology and globalization has led to an increasing competition and service production has been more and more independent of locations. This has made a market of outsourced telephone costumer service possible. Due to high establishment the market has been saturated and with that price has sunk. Customer companies have the last few years got more negative to outsourcing of their telephone customer service as they through operating the customer service internally want to get closer to their customers.In the empirical study the writers try to figure out which companies the callcenters should try to aim towards to get long and profitable cooperation. This will be done through deducing guiding principles from theories about how different factors around companies costumer service should look like.

The Swedish consumer electronic industry has recently experienced an increasingly intensive price war. The price war has forced some operators in the business to declare bankruptcy, as the only way to compete has been by driving down prices. A challenge that retail chains in the consumer electronics industry is facing is to increase their margins. If store personnel can success with upselling, the companies will increase their profits. The purpose of this paper is to examine if the sales people in the consumer electronic industry can influence the customer to buy a more expensive product and what the effects the upselling has on the customers' attitudes.

This thesis work researches what motivates swedish Facebook users to pass along and shareinformation on Facebook, their attitude towards shared information and what affects this behavior. The goal of this thesis is to research todays behavior and motivations to enlighten  what makes information worth sharing to others on Facebook, instead of simply attracting attention. By using a web survey we have collected data by sampling a part of the actual population  of  swedens Facebook users.Our results show that swedish Facebook users main reason for using Facebook is to socialize with offline friends and share information to show otherssomethingtheybelivetheywillhaveuseforand/orwillappriciate.WecompareourfindingstoexistingresearchandtheFIROtheoryabouthumaninterpersonalneeds.Wefindthatuserssharinghabitscanbeidentifiedasmotivatedbyinterpersonalneedstomaintainsocialbonds,influenceothersopinionaboutthemselves,feeluniqueandstandoutinthecrowd.WeconcludethathumanneedsarecontributingtosharingactivityonFacebookandinfluencethesharinghabitsoftheSwedishFacebookusers.Theusersshowacriticalviewonsharingbehavioringeneralbutdonotbelievethattheyshareforthesamereasonthemselves..

Title: Time to renovate ? The effect of communication on the relationship between company and customer in a change situationCourse/subject:Busniess administration, Leadership, 15hpAuthors:Fredrik Elghag, Ossian OlssonTutors:Ingemar WictorKeywords:The Million Programme, Communication, Relationship Marketing, Tentant, Landlord.Problem formulation:How does communication affect the relationship between company and customer in a change situation?Purpose:Examining how different parts of a communication process affects customers trust, commitment and loyalty to their company.Theoretical framework:The starting point for the study?s theoretical perspectives have been Morgan and Hunt?s (1994) previous studies on relationship marketing and Laswell?s (1948) communication model.Methodology:The paper is performed with a qualitative research approach and a deductive approach to answer the research question. Personal interviews were conducted with four employees in real estate companies and two tenants in each company stock.Conclusion:We have found that communication affects the relationship between company and customer. Tentants have experinced credibility of businesses is important for them to have a confidence and loyalty in the relationship. .

Cloud Computing has taken the IT world by storm and has created new opportunities for usersto seamlessly access different services. The cloud offers a variety of different services thatsuit both large and small organizations. Cloud computing is still in development and manyorganizations are beginning to consider or have implemented a form of cloud service. Thisalso leads to a series of questions and problems, both new and old. The IT industry hashighlighted a problem in organizations confidence in cloud services, because a third party willbe handling a part of the organization that the company has previously handled themselves.This papers main focus is how to increase organizations trust in cloud service providers.

The aim of this study is to shed light on the phenomenon of destructive sexual behavior among youth from the perspective of professionals working at nonprofit organizations. To examine this, we used a qualitative method; we interviewed professionals working at nonprofit organizations. To analyze our results we used gender theory and empowerment theory. Our main results are that the professionals view this behavior as deliberate self-harm, such as cutting, as they do it to achieve relief from anxiety. Also, the professionals think that gender norms affect young people with destructive sexual behavior in that it imposes guilt and shame, which inflicts their already low self-esteem and makes them feel inferior.

Through the entry of web 2.0 the technologies behind web development has changed dramatically. Asynchronous JavaScript and XML (AJAX) is the umbrella term for different techniques that make it possible to build rich and interactive user interfaces in today?s web browsers. Service Oriented Architecture (SOA) describes how common services can be bundled and published so they can be consumed by different systems.The company SYSteam Evolution AB, which has requested this project, wanted a web application that shows a graphical activity chart in order to easier view ongoing projects. The goal for this project is to develop a demo platform that shows how AJAX and SOA can be used to create flexible and reusable applications.

A publicly funded elderly care that is widely available at people?s homes has been described as unique for the Nordic countries. There is much research that focuses on the relationship between caregivers and care receivers, and also about how work is organized in these organizations. However, research into how care work is organized in organizations that have implemented a salutogenic approach is limited. This is a qualitative study aimed to examine how caregivers feel that the organization of work in elderly care change after implementation of salutogenic elements in their daily work.

VBG Produkter AB is a process-orientated company that develops, manufactures and markets trailer couplings with belonging coupling equipment, protection equipment against skidding and stands for wagon-bridge for heavy vehicles. The company feels that their set-up time in production for couplings is not at an acceptable level. Due to high demands of customer oriented production the intermediate stock level of included products within the assembly of couplings has gradually increased which has resulted in high inventory holding costs. VBG Produkter applies Kanban in their production, therefore it is important to produce exactly the necessary amount and avoid overproduction. The objective of this project is to suggest appropriate solutions so that VBG Produkter is able to reduce their set-up time in assembly of couplings, by identifying internal and external set-up time for the chosen process bushing cell.