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.

 This thesis is based upon the assumption that in Swedish school today it is a wide gap regarding the information flow when pupils are switching school. This was one of the reasons Skolverket published a report clearly stating that this is the case. The purpose of this thesis is to examine and describe how teachers are working in a teacher team at transitions to see and understand what their work may mean individually, in a group and to the school as an organisation. The questions at issue is to see how the teachers cooperate during transitions and how they notice students in need of extra support and students level of knowledge during transitions. The two last questions at issue is first to see how teachers approach parent?s expectations on the school and the teachers, secondly it is to examine what implications their work will have on the school.

Over the past decade, the fashion industry has experienced a relatively high rate of consumption with material and clothing becoming increasingly subject to waste and disposal. As a result of the increased awareness within the industry the interest in CSR (Corporate Social Responsibility) amongst retailers has increased substantially in an attempt to shy away from the critically amplified media attention. In addition the underlying demand from external stakeholders has forced companies to ensure they focus and act upon each stage of the product life cycle.This study provides a further in depth analysis of the fashion industry and conveys the key messages and steps that firms are taking in response to the external pressures and requirements based on four different merged process areas. This research paper examines the impact of CSR on two Swedish fashion retailers Åhléns and JC and shows how accountability relates to the external expectations and norms that prevail in society. The result shows that the firms do meet the demands within each sub category as a response to market demands.

Magnusson, A. ??it?s a matter of great importance actually?. Coping strategies to sexual consequences due to cancer treatment. Expectations on sexuality and rehabilitation.

This essay is part of a project between Södertörn University College and Stockholm Academic Forum. The focus of the project is gender equality in small- and medium sized companies. I have worked with a construction company called Activa . The majority of the employees at the company were male and I was interested in the consequences of gender construction in such an environment. I think that the basic condition for equality work is an understanding of gender and the male norm.

The purpose of this study was to describe senior nurses? expectations concerning how a digital information and communication technology systems (ICT) can contribute to the improvement of care leadership and how it can strengthen ties between the school's theoretical world and the practical clinical work-based training (WP) in nursing. The study has a descriptive design with a qualitative approach. The study involved seven leading care nurses. Data were collected through semi-structured interviews.

Frågeställningar: Hur påverkas kundens förtroende till AA Logistik Västerås av AA Logistik Västerås CSR-arbete?Hur påverkas kundens förtroende till AA Logistik Västerås av kundens förväntningar på AA Logistik Västerås CSR-arbete?Syfte: Syftet med studien är att beskriva hur kundens förtroende till sin transportleverantör påverkas av leverantörens CSR-arbete, samt hur förtroendet påverkas av kundens förväntningar på leverantörens CSR-arbete.Slutsats: Studien visar att transportleverantörens CSR-arbete påverkar kundens förtroende för leverantören positivt. I två av de undersökta kundrelationerna finns det inte några upplevda brister angående någon av komponenterna delade värderingar, kommunikation och opportunistiskt beteende. I den tredje kundrelationen finns mindre brister angående komponenterna kommunikation och opportunistiskt beteende, men de är förknippade med en så liten del av relationen att det inte har någon större betydelse för hur det påverkar förtroendet från kund till leverantör. Att en stor majoritet av förväntningarna hos kunderna har uppfyllts gällande CSR-arbetet, styrker påståendet om att CSR-arbetet påverkar förtroendet positivt ytterligare..

This essay will discuss the Roman God Janus, as a figure of speech, in four different texts written by Publius Ovidius Naso, Michel de Montaigne, Francis Bacon and Elijah Fenton. The Janus figure could also illustrate the relationship between the past, the present and the future, because of the attributes of looking back and forward, in both space and time, that Janus was said to possess. Reinhard Koselleck's ideas of space of experience and horizon of expectation will be used as an analytical approach, thus creating a dual purpose for this essay. On one hand to understand texts about Janus, which implies an understanding of the changes over time associated with the history of ideas of Janus, and on the other the past's importance in relation to the future, which includes an understanding of Janus via Koselleck's thesis about the change in relationship between experience and expectation.The question formulations are as follows: How has the Janus motive changed over time in the researched texts? How can the literary use of Janus show the changed relationship between the space of experience and the horizon of expectation, and in a wider context between the past and the future? Janus has gone from being a physical presence, as the arcs of the Forum Romanum in ancient Rome, to becoming a tool for authors, one that spans many literary rooms.

The aim with this independent degree project of master thesis is to find what the user opinions of the intranet in a county council is. The paper seeks how the question about how the culture in the organisation was affected by the use of the intranet. An important part is to explore the expectations and acceptance of the intranet and get a picture of which functions and services support day-to-day work with good quality. One goal is to find out how the intranet users feel that the communication, information and usability can be developed.The focus group interview is a qualitative method that has been applied for gathering data from the respondents, who participate in the investigation from the county council. The used method is unstructured focus groups containing the three dominating categories of staff in the county council.

The aim of this study is to research images of the academic world that is presented, incorporated and reproduced within the frames of the mentorship in the basic level. Can these images derive to the view upon science as a traditionally male area? Is mentorship gendered? Can the mentorship on the basic level be viewed upon as a milestone of a academic career where men and women have different opportunities to succeed?By interviewing seven mentors, working in a social sciences institution in a larger Swedish university, I have come to the conclusion that knowledge is coded male and that this affect mentors mental images of what male and female students are expected to do. The male student represent the scientist, while the female student represent what the scientist is not.Depending on the work of, among others, Kerstin Norlander, Dorothy Smith and Eva Erson I have come to view upon the university as a patriarchal organisation witch produces knowledge based upon male values, experiences and concepts. This precludes the female within this organisation from relating to the knowledge she is supposed to incorporate.

I am in this essay to find out how to successfully combine new development with preservation of natural values, mainly large scale vegetation and ground formations.This is done by studies of three developments. The first development, Engeltofta backe, lies 7 km northeast of Gävle. The expectations of natural preservation were not fullfilled when this area, after the explotation, did not have any vegetation of value left. The second example, Östra Kvarnskogen in the community of Sollentuna, shows, as far as one can tell at the moment, a sucsessful combination of new development and preserved nature. The third example is a development in the community of Kullön. In this area the ambition of combining preservation and development was fullfilled. After studying vital documentation in each planning process, I made interviews with different actors in each of the three processes. I thereafter compared the different documents and answers from the interviewed persons to find out if there were any significant similarities or differences which could be of importence when natural values is to be preserved in new developments. My conclusion of this study is that it is of great importence to define key expressions often used in the process, such as natural values and preservation.

Title: What is important knowledge in social studies- An analyse of opinions among teachers in social studiesThe aim of this paper is to increase the awareness about how teachers in Social studies think about goals and substance in the subject. I also want to get a picture about what kinds of problems teacher?s experiences when teaching Social studies. My expectations told me that Social studies are complex to teach, because it derives from several university disciplines such as Political science, Economics, Sociology, Law and Geography, which I believe makes the subject harder to define and what to give priority to. Finally, I want to increase the awareness, if it seems to be any fundamental essence in Social studies as a subject.To achieve my goals with this paper I have studied relevant literature about Social studies.

AbstractThis essay consists of an analytical study of three present-day Swedish films depiction of teenage life. From these films we like to see how youths are described, what attributes they are given, in shape of attire and different symbolic items, such as language and body expressions. The essay emphasizes which values that dominates among the illustrated teenage groups and compares it to the values and expectations that we can derive from an adult society. Here we let the school?s main determining base documents, Lpo 94 and Lpf 94, represent the dominating values of the society.Our hypothesis is that media, and also these films, creates images that affects the societies comprehension of teenagers and also how teens see themselves.

Foods that stimulate health and satisfy consumer expectations are needed. In a consumer´s perspective, products that provide several kinds of health benefits, without any call for major changes in their behaviour are needed on the market. With this increasing interest in health promoting food product, one of the biggest challenges for the food industry is to find the conditions and right position on the market and find the opportunities to enter the market successfully. New products with added health values can be developed to cure and counter welfare diseases as in this case for diabetics type 2. Swedish food companies have a desire to respond to welfare diseases and one welfare disease is diabetes type 2. Many of them have an ambition to develop new products to respond to the growing population and find a supply that could suit their customers.

The purpose of this essay is to examine the construction of the norm-breaking characters Saga from the young adult novel Tusen gånger starkare written by Christina Herrström and Pippi Longstocking from the books written by Astrid Lindgren. In order to do this I have applied queer theory as well as theories of narrative in my analysis.To be able to study the breaking of norms, it has been essential to first examine the way the norm itself is manifested in the books. Because of this I have chosen to begin my analysis with an examination of two other characters who by their normative behavior contrasts against Pippi and Saga, namely Signe and Annika. The understanding of the normative discourse that Signe and Annika represent is crucial in understanding the way Saga and Pippi later turn against it.After that I examine in which ways Saga and Pippi breaks prevalent norms and how they as characters are constructed as being different. Subsequently I study the effects of Saga?s and Pippi?s norm-breaking, taking focus on how it influences Signe and Annika.Finally I discuss the view of Saga and Pippi as subversive characters, and however the books can be said to have a subversive effect.