SUMMARYLevel: This is a final thesis for a bachelor degree in Business Administration. The thesis is oriented in the field of marketing and written at the University of Gävle.Author: Niklas EnlundDate: January 2014Tutor: Lars -Johan Åge, Jonas Molin & Jens Eklinder - FrickTitle: Intermediaries pursuit to achieve customer satisfaction - A study in how the agent works with factors to achieve customer satisfaction against two opposite parties.Purpose: The purpose of this thesis is to analyze the intermediary perspective how different factors affect the intermediaries working method to achieve customer satisfaction against two opposite parties.Research question: How do real estate agents work with the four factors; informant, routines, intentions and competences? That is how real estate agents can work; like a good informant, after good practice, bringing together the parties intentions and with their skills. How does the real estate agent work with the factors related to the theories connected to the four factors? Are any of the factors more commonly used by real estate agents?Method: The thesis is based on a scientific theory in the field of marketing and focused on the topic how the agent is committed to achieve customer satisfaction against two opposite parties.

Title: The impact of service quality on customer loyalty - when a service changes from being free to become surcharged Authors: Carl Johan Olsson, Marcus Johansson and Victor Carlsson Supervisor: Hans LundbergCourse: Bachelor thesis in business administration, 15 Credits (15 ECTS) Keywords: Service quality, customer loyalty, price movementPurposeThe purpose of this essay is to increase the understanding if the perceived quality by the service users correlates with a future loyalty to a service when it cease from being free, to become charged.? Does the perceived quality of a service by the service users affect a future loyalty to a service, when it cease from being free, to become charged?MethodIn this essay we have chosen to implement a quantitative research method based on a survey. This choice was made in order to reach a sufficient large amount of service users and empirical data to answer our problem.ConclusionsAccording to the theory, customer satisfaction can be expressed through a comparison between customer?s expectations and the experience of using a service, and there are also positive correlations between service quality and customer satisfaction. Additionally, loyalty is based on service quality and customer satisfaction.

The purpose of this study was to investigate how people with insecure employment affect the psychological contract in the perspective of workers' experience. The questions in this study were: how does a person with insecure employment perceive the psychological contract and what consequences dose an insecure employment have on the psychological contract. The study was a qualitative method with semi-structured interviews. The results showed that the absent relationship that existed between the participants and the employer was assumed to be affected by insecure employment. The result revealed that one of the consequences was falling confidence and less support to the employer as an effect of insecure employment and psychological contract.

Communication of sustainable development has become an increasingly important part of organisation?s corporate branding. Consumers demand more transparency from businesses and want to know more about how they work with these issues. An important part of how internal communication can be used to reach organisational success involves organisation?s employees.

The Employment Protection Act (1982:80; LAS) is one of the cornerstones of the labour law that regulates the relationship between employer and employee. The central rule as stated in 4 § LAS is valid for an indefinite term. LAS is a semi-optional law in accordance with 2 § LAS which facilitates deviation from the central rule.Temporary employment is dealt with in 5 and 6 §§ LAS, regulations and collective bargaining agreements. The purpose of the legislative change on July 12007 was to simplify the use of temporary employment and to make the law more predictable and easier to interpret. The previous law was unnecessarily difficult for the employer to know when to put into practice.

The use of social media has increased considerably in recent years and has also caused some problems. It has been notable cases in the media where employees adversely criticized their employer on social networks, which subsequently led to the dismissal of the employee. The purpose of this study is to investigate an employee's right to express themselves about their employers in various forms but the main focus will be on social networks. The study investigates employees on both private and public sectors.Employees have a duty of loyalty to their employer, which means that they must be loyal to their employer and not deliberately harm them. The reason that employed comment his employer on social networks has its basis in that they also have freedom of speech and it is raised in such a case, a collision between their rights and responsibilities as an employee.The employees also hold a critique right entitling them to publicly criticize the employer and its activities.

Faktorer som bidrar till arbetstillfredsställelse hos volontärer på Röda                                         Korsets telefonjour                                      Malin MattssonVolontärers arbetstillfredsställelse har visat sig vara ett begränsat område in-om forskningen. Syftet med studien var att undersöka volontärers arbetstill-fredsställelse på Röda Korsets telefonjour och se ifall faktorerna kön, ålder, utbildning, sysselsättning, civilstånd, plats, antal dagar, antal år, Röda Korsets utbildningar, volontärernas belöning, feedback från frivilligledaren, respons från uppringarna, kontakten med medjourare och volontärers trauman var relaterade till arbetstillfredsställelse. En enkätundersökning genomfördes där 102 volontärer deltog varav 15 var män. Enkäten bestod av bakgrundsfrågor, specifikt konstruerade frågor om Röda Korset samt 26 påståenden från mätinstrumentet volunteer satisfaction index. Resultatet från studien visade att variablerna, feedback från frivilligledaren, Röda Korsets utbildningar och volontärers trauman relaterade starkast till arbetstillfredsställelse.

Today, the management concept of lean has stretched far from its origins in the Japanese automobile industry. When reaching the Swedish restaurant industry, the conditions for a successful implementation of lean change as a result of the high employee turnover and the significant amount of part-time employees characteristic for the industry. Combined with a high-end service profile, these workforce characteristics seem inconsistent with some of the basic principles of lean. By conducting a case study, this thesis aims to investigate the effects of a variable workforce on the enablers for a successful implementation of lean in a high-end service industry. Using a theoretical framework consisting of enablers for an implementation of lean in services, the study finds that the variable workforce inhibits an implementation of lean by complicating the effects of traditional training, as well as the possibility of understanding the lean concept at all levels of the organization.

Background: Since the coining of the phrase lean production by Womack, Jones and Roos in 1990, this mass production system of Japanese origin has been implemented in a multitude of organizations throughout the world, the results being predominantly positive from a financial point of view. The possibly negative effects of mass production on worker motivation have been discussed since quality of work life became an important political issue in Sweden in the 1970?s. As the popularity of lean service is now increasing, there are still unresolved issues regarding the transferability of a mass production system to the service industry, particularly with regards to the motivation of service employees.Purpose: The purpose of our thesis is to study the lean system of a Swedish bank, SEB Way, from a management- as well as an employee perspective in order to describe how lean may affect the work motivation of service employees.Research procedure: The study is empirically based on observations and interviews on multiple hierarchical levels at SEB. We have conducted a total of 13 interviews with front line employees at SEB, with the central SEB Way team as well as two external lean specialists.Results: The study indicates that SEB Way has little direct influence on the intrinsic work motivation of the SEB front line employees, as work motivation was present prior to the implementation of lean.

This paper aims to find out how to implement an information security management (ISMS) system that is based on ISO/IEC 27001-standard into a small organization with high employee turnover. The standard employs the PDCA-method as a course of action for implementing the standard. The reason for implementing such a system is to introduce information security to the organization and to maintain it despite the changes in management. The paper based it?s survey on a case study of a student nation in Uppsala, Sweden.

Syftet med studien var att undersöka skillnader i arbetsmotivation och arbetstillfredsställelse bland omsorgspersonal beroende på om de hade en fast eller flexibel arbetsplats. I studien ingick två deltagargrupper där den ena gruppen tillhörde en fast avdelning medan de anställda i den andra gruppen flyttade runt mellan avdelningar beroende på var det för tillfället fanns behov. Studien genomfördes som en enkätundersökning inom omsorgsförvaltningen i en mindre kommun. Totalt besvarade 55 personer på enkäten som var uppdelad i två delar; Basic need satisfaction at work scale som mätte arbetsmotivation med delskalorna autonomi, kompetens och samhörighet och Minnesota job satisfaction som mätte inre och yttre arbetstillfredsställelse. Studien visade att anställda med en flexibel arbetsplats hade lägre arbetsmotivation och arbetstillfredsställelse än anställda med fast arbetsplats.

It is now increasingly common for organisations to work actively with HR issues. Furthermore, it is a constant top priority for organisations to remain profitable. The purpose of this study was to investigate whether so called soft HR values, as manager?s communication skills, has an actual impact on hard values in terms of costs for the organisation. Leadership is largely characterised by emotional communication, which together with personnel costs were the main focus of the research.

Syftet med studien var att undersöka inre arbetsmotivation och arbetstillfredsställelse genom att se vilket motivationsbehov och vilken typ av arbetstillfredsställelse som skattades högst. Syftet var även att undersöka vilka motivationsbehov som bäst predicerar inre och yttre arbetstillfredsställelse. Studien genomfördes inom äldreomsorgenen i en mindre kommun i Sverige. 80 personer deltog i studien som genomfördes som en enkätundersökning. Mätinstrumenten som användes var Minnesota Satisfaction Questionnaire (MSQ) och Basic Need of Satisfaction at work Scale (BNS).

There is a relationship between confidence in management and personnel satisfaction. The personnel?s confidence in management can be seen as a fundamental tool which is needed to ensure the success of the organizations mandate. This study investigates how management works to create and maintain confidence. The conditions that management has for building confidence are explored, as well as the significance of leadership in the building of confidence.

Women?s strive to reach higher leading positions and build a career that's combinable with child birth and private life, is an on-going debate among academics in the fields of leadership, management and organization. This bachelor level thesis is written at the section of Management & Organization at School of Business, Economics and Law in Gothenburg, Sweden, spring semester 2015. In our research methodwe have used source triangulation with a qualitative approach to the subject of egg-freezing in favour forcareer with a focus on Swedish workplaces. The purpose has been to illuminate, map out and further problematize how the introduction of the employee benefit in November 2014 can be seen to relate to social sustainability.A lot of the management research that discusses social sustainability tends to focus on how women (and men!) try to balance family life and career and how to combine (or to not combine) them.