Problem formulation: What factors influence the customer?s choice of bank? How is the customer loyalty towards the customer?s current bank?Purpose: The main purpose is to see what factors are definitive to the customer?s choice of bank and how strong the customer loyalty is towards the bank. It is also interesting to see whether customers who are satisfied with their current bank may still consider switching to something else.Method: The method is both qualitative and quantitative methods of data collection, with main focus on a quantitative survey. The qualitative part consists of interviews with a smaller focus group to receive a deeper insight of the consumer?s thoughts regarding the main purpose and problem formulations.Conclusion: The main factor when choosing a bank is recommendations from family or friends.

Customer satisfaction is a key aspect for many corporations, among them Exacta Distributionscenter. To raise their customer satisfaction, we have researched ways to raise customer satisfaction through the implementation of an error-handling system and recommendations on how the organization should function in the future. This paper describes how these recommendations and the application has been developed, through help in existing theories. This results in a customer portal with the main purpose to provide help in handling orders with errors, and several routines recommended to Exacta Distributionscenter. .

Orsa Lamellträ har under 2011 och 2012 märkt en minskad försäljning på sin limfog. Bland annat är det stark konkurrens från Östeuropa och en stark kronkurs som ses som orsak till den nedsatta efterfrågan. För att komma tillrätta med dagens problem behöver Orsa Lamellträ hitta nya marknader, arbeta med vidareutveckling och ta marknadsandelar på befintliga marknader. Kundrelationerna är det som står i fokus i min fallstudie av Orsa Lamellträ AB. Studiens syfte är att ge en bättre inblick i hur företaget arbetar med sina kundrelationer, sett från både Orsa Lamellträs och kundernas håll.

The store manager can make great benefits of having an eye on how the staff works towards the customer, because the personnel is an important tool when competing with other stores. This paper is focusing on the part that relates to the staff in the store, which is one of the key tools in the competition for customers after the customer made it to the store. Many stores have guidelines which the staff should follow when they meet with customers. If the staff is too tightly controlled by these guidelines, customers can perceive the first encounter with the staff as artificial and as if the genuine friendliness does not exist. It is important that the staff looks at the individual customer and treat every customer in a personal way and that the staff can see the customer?s needs.

The main purpose of this Masters thesis was to examine how the Internet and other electronic sources have affected public librarians use of printed reference sources. During the last couple of years the use of the electronic sources - in particular the Internet has become more established in the Swedish public libraries. Our aim was to examine if and how this has affected the use of the printed reference sources. This has been examined on the basis of the following factors: the gender and age of the librarians and how long they have served in the library. We also examined if the size of the library affects the use of the printed and the electronic reference sources and also which factors that are most important when librarians acquire reference sources.

Abstract:Today many adolescents have access to computers and mobile phones.  They prefer to socialize through these means which has led to a new kind of bullying, the electronic bullying. The purpose of this study has been to examine the electronic bullying from the perspective of gender, anonymity and the consequences that it may lead to. We have chosen a quantitative approach by using a questionnaire survey targeting young people between the ages of 15-16 years in Kalmar county. 163 respondents took part in the survey, 78 girls and 85 boys. The gathered material is presented by means of contingency tables and has been interpreted by gender socialization, deindividuation and dehumanization.

The purpose of this study was to examine how professional workers understand the bullying problem among Swedish youth in the age of 13-15 years. The main focus was to examine the new phenomena electronic bullying, from a professional point of view.The biggest question to answer was: "How does the school and organizations understand the bullying situation among Swedish youth today?" Individual interviews with professional social workers within the school and nationwide organizations have been used to fulfill the purpose of this work. Two different respondent types were used in order to get a wide perspective and a dynamic view.Electronic bullying had increased, but the school yard was still the most common arena for bullying, according to the respondents. The schools tried to prevent bullying, but the social workers felt that they lacked some knowledge of electronic bullying, because it was relative new.

The 26th of February 2009 the Swedish government gave a referral to the council of lawregarding the removal of a law concerning mandatory membership at a student union andstudent nation while studying at a university or college in Sweden. This has led to adiscussion amongst the student nations in Uppsala as to how this proposed change will affectthe nations? future operations. Some, including the chairwoman for Kuratorskonventet,Therez Olsson, and the 1Q for Norrland?s student nation, Jon Stridh, have expressed theirworries that this could lead to a decrease in members.

Machine-to-machine (M2M) communication is a phase in the digital revolution connecting computing devices with each other bringing along new business opportunities for companies. Although being a fast growing field it has not been researched to any greater extent, particularly not within the academical literature. Consequently, information on how M2M can affect organisations seems strongly needed. This thesis uses three perspectives, derived from already recognised business benefits of M2M, as an aid to select proper theoretical tools to investigate the phenomenon. The purpose of this thesis is to gain knowledge of how an M2M adoption affects a firm?s organisation, customer offerings and customer relations.

The aim of this thesis is to examine how salesperson control can be exercised in a retail store environment. A case study has been performed on a Swedish fashion company emphasizing the relationship between the company?s upper level management and their retail store operations in order to describe, analyze and classify the prevailing management control mechanisms. The paper presents an agency theoretical approach to the relationship applying behavior- and outcome based control theory, performance measurement theory and incentives theory in order to give a comprehensive image of the control system. The main finding is that the company?s management control system as applied to the sales force in its retail stores can be categorized as mainly behavior-based despite several explicit outcome-based features..

The purpose of this study is to develop and practically evaluate a new approach for the introduction of changes in internal and external processes in a customer front, but with the aim of maintaining or increasing customer perceived quality during insertion. A working model has been developed and is used in a qualitative research in the form of a case study carried out in a customer front, on a customer group in Telia's mobile customer service in Sweden. There is currently little research that has studied the implementation phase.The results of the study show that the designed working model works satisfactorily, but also that it can be developed more. Employees are satisfied and the sale was a positive boost, however, declined the customer experience a little bit. Employees raises questions as leader behavior, confidence in the group ahead, everyone's different circumstances and desire for the individual choice.The biggest challenge for future leaders will be to manage and lead continuous change.

Uppsats för avläggande av filosofie kandidatexamen iKulturvård, Konservatorprogrammet15 hpInstitutionen för kulturvårdGöteborgs universitet2012:20.

This study investigates the relationship strategies the group Forest Stewardship Council (FSC) certification holder has with the forest owners. The (FSC) standard enables an organization to manage a group of forest management units under a single certificate, a process referred to as group certification. Some certificate holders want a close relationship with the forest owner before they are offered to become part of their certificate. Other certificate holders have less strict demands on a close relationship with the forest owner before they are offered to become part of their certificate. The study shows that it is in many ways desirable to have a close relationship between forest owner and group certification holder..

The purpose of the thesis is to increase the knowledge of the deregulation of the mobile telecom market in Sweden, with focus on the time after the Electronic Communications Act (EkomL), by: (1) Describing the thought behind the Electronic Communications Act. (2) Assess how the National Post and Telecom Agency (PTS) has acted. (3) Assess how the operators have reacted. (4) Investigate the regulation?s effects upon competition.

The first law in Sweden containing an act of legal deposit is from 1661. Since then the printing-houses are supposed to deliver all printed material to the Royal Library and other recipient libraries. Today, more and more information is solely published electronically. This material is not yet included in the law of legal deposit. In a similar way as our printed cultural heritage is saved for posterity our electronic cultural heritage has to be saved.