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 aim of this essay is, due to a noted lack of earlier research together with an even more accentuated responsibility regarding the matter in question, to study the citizens? preparedness for crisis. Starting out from a number of questions regarding the citizens? responsibility andlearning from the hurricanes Gudrun and Per, the discussion concerns the terminology ofcrisis together with the question of responsibility and learning from experience.In conclusion, the source material consisting of nine interviews shows that preparedness for crisis for the affected citizen above all is related to the personal measures to create a working situation in a state of crisis. Hence, to a great extent, the citizens show consciousnessof their own responsibility.

Earth science is a dynamic system science that explores the structures and processes of the earth. Knowledge about the earth is important for citizens since the science is a vital part in the sustainable development of the society. Without good basic knowledge the citizens don?t have the possibility to anticipate in the questions and decision-making that concerns e.g. anthropogenic climate change. In the Swedish school system earth science is not an independent subject until academically studies at the University?s.

Earth science is a dynamic system science that explores the structures and processes of the earth. Knowledge about the earth is important for citizens since the science is a vital part in the sustainable development of the society. Without good basic knowledge the citizens don?t have the possibility to anticipate in the questions and decision-making that concerns e.g. anthropogenic climate change. In the Swedish school system earth science is not an independent subject until academically studies at the University?s.

The purpose of my study is to examine how four teachers reflect on free play and controlled play in preschool. What are their reflects concerning free play, controlled play and children?s development and education. The main focus of this research is the experiences of the teachers and I compare their perspectives against each other regarding free and controlled play.To be able to realize this study, I propose the following questions:What kind of vision does the teacher have concerning free play and controlled play?According to the teacher, how does playing affect the children?Which development areas are affected by participating in the play?This is a qualitative study, based on interviews with four teachers from two different preschools.

The purpose of this study is to find out how four preschool teachers view children?s free playing and its impact on their learning. My main questions are:How do the teachers view the children?s free playing?In what ways does the children?s free playing affect their learning, according to the teachers?This essay is based on a qualitative study in which I have interviewed four female preschool teachers of different ages. I highlight various theories of children?s playing and learning in preschool, by theorists such as Vygotsky, Lillemyr, Knutsdotter Olofsson, Lindqvist, among others.

Sammanfattning Mitt syfte med uppsatsen är att utforska om eftergymnasiala danselever upplever att Benesh Movement Notation kan var ett hjälpmedel i den praktiska dansundervisningen. Studiens syfte är även att förtydliga vikten av att koppla teori till det praktiska ut-övandet av danskunskap. Min metod i denna undersökning har varit att intervjua 12 eftergymnasiala danselever om deras upplevelser, det vill säga, fördelar och nackdelar med Benesh Movement Notation i praktisk dansträning, möjligheten att skriva egna anteckningar och i repertoararbete. Resultatet visar att genom att kombinera praktik och studier i Benesh Movement Notation utvecklar eleverna sin analysförmåga i rörelse och självständigt tänkande i den praktiska dansträningen. Eleverna utvecklar vidare sin förmåga att uttrycka sig och formulera sig verbalt i dansträningen, och får en djupare kunskap i förmågan att tolka interpretationen..

This report is a case study of ?citizen forums? in the municipality of Uppsala. These forums are arranged to make people participate more in local politics. The aim of this study is to find out if the opinions and the wishes coming from the citizens are later involved in the planning process etc made by the authorities. The aim is also to explain why or why not the opinions from the citizens are of any importance.My empirical data come from interviews that I have made with seven different respondents, both politicians and civil servants.

AimThe aim of the study was to develop a method for the survey of play movement demands and temporal patterns in order to enable a descriptive study of the defensive players in American Football. The overall aim was to  improve the understanding of how American Football is played to create opportunities for enhancement of current or developing new training methods to better suit football.MethodFifty plays from a Division 3 college football game on video from 2005 was divided into sequences of action for one player each from the defensive line, linebackers and defensive backs and analyzed with the video analyzing software cSwing. Every players sequence of action was recorded in a spreadsheet and noted on a scaled football field where distances were measured and together with time stamps from cSwing velocity was calculated.ResultsUsing this method it was possible to describe the play movement demands and temporal patterns which was the main task of the study. The defensive end worked on an average 4.61 seconds per play, the distance was 12.4 meters and average speed 2.5 m×s-1. The linebacker worked on an average 4.35 s per play, 13.7 m and at a mean speed of 3.0 m×s-1.

This report is a case study of ?citizen forums? in the municipality of Uppsala. These forums are arranged to make people participate more in local politics. The aim of this study is to find out if the opinions and the wishes coming from the citizens are later involved in the planning process etc made by the authorities. The aim is also to explain why or why not the opinions from the citizens are of any importance.My empirical data come from interviews that I have made with seven different respondents, both politicians and civil servants.

The purpose of my study is to explore which possibilities there are for movement activities and how to use those possibilities. From this study, I will help the pedagogues recognize how to work more or different with movement activities.I have used participant observations and interviews as methods for my study. I did this at one preschool, because it is a development-study. The observations lasted for two weeks and the interviews were made with the majority of the pedagogues at the preschool.  The results of my study showed that the preschool teachers think that movement activities are an important part of children?s lives.

In the new media society, social media has become an important part of many organizations' daily lives. Organizations, whether public or private, must be where their audience is and many times, these can be found on social media channels like Facebook. Leading researchers in the fields of crisis communication and relationship management believe that social media is a great tool for managing relationships between an organization and its' public, whether it's before, during or after a crisis.The purpose of this study is to examine how the Karlstad municipality use Facebook to manage civic relations before, during and after a crisis. The municipality's approach will be compared to the citizens' experiences of the municipality's communication in different stages of a crisis.The theoretical framework used in this essay is the research on crisis communication and relationship management. How these two frameworks can be integrated with social media like Facebook, is an important part of understanding how the Karlstad municipality make use of Facebook to manage civic relations and communicate before, during and after a crisis.The empirical study consists of a qualitative interview, two qualitative content analysis and an online survey.

The aim of this study is to increase knowledge and understanding of free play or free fun time importance for children of age around five years in preschool, in order to promote children?s development and learning. The focus was on exploring and better understanding of teacher?s and educators? approach to the free fun play time as a tool in their educational work, and also about their own role in this context as well as analyzing of forms, rules and structures spontaneously created by groups of children having free play fun time. Another important moment of this study was to give more light on approaches to this issue in education theories by Piaget, Vygotsky and Freud among others.As to the practical experimental part of the study it has been performed at a preschool and kindergarten in a suburb at the outskirts of Stockholm, with four employed educators there and with groups of children of age around five.

The study explores collective action in Sweden between 1980 to 1995 using time-series data from the European Protest and Coercion Database. In spite of severe hardship during the crisis of the early 1990s, Swedish strike-rates declined. However, contention merely shifted from workplaces into the streets; there was indeed a protest movement against austerity, as shown by a series of large demonstrations, and some riots, between 1989 and 1993. Further analysis indicates this movement faded as it was increasingly chanelled into the electoral campaign of the labor pary; having won the 1994 election, the organised labor movement no longer had an interest in sustaining the protest movement against austerity..

The representative democracy has become weakened during the last decades. At the same time the United Nations declared at the Rio de Janeiro meeting in 1992 that environmental problems can best be solved by involvement of all concerned citizens in decision-making. The main purpose of this study has been to examine if citizens panels is a possible way to involve citizens in environmental decision-making and what the outcomes can be. Furthermore the study has investigated what the participation has contributed to environmental politics and how representative the results have been. This has been carried out by investigating the Piteåpanel in the municipality of Piteå by conducting interviews.The result of the study shows that the involvement of the citizens in the decision-making influenced the environmental politics of the municipality.