The purpose of this study is to provide a longitudinal examination, within grocery retailing, of four marketing tools and their impact on enhancing customer loyalty. The study examines whether the relationship between the four marketing tools and customer satisfaction has a positive effect on attitude and behavior loyalty. The findings from this study show that the marketing tools have not helped enhancing loyalty between 2004 and 2007. Between these years, service quality has the most affect on loyalty. Self-scanning as an effective marketing tool could be questioned, the relation in this study is not supported.

The purpose of this Master?s thesis is to investigate how public library users consider the knowledge of the librarians and to examine what the users expect from the librarians. To begin with, we contemplate our own view of the librarians, their knowledge and what help we expect at the library. Realising that we do not expect particularly much from librarians, although we have studied to become librarians for two years, we assume that the regular library user does not expect much either. This assumption resulted in our decision to investigate this particular question.

Scania CV is one of the world's largest truck manufacturer. It is not only the directproduction of vehicles and methods that are important for Scania but also the servicemarket handling spare parts, repairs and workshops. The department Vehicle ServiceInformation construct standard times through work measurement for particularworks in the workshops. The software application STAM is used in the servicemarket to create and store standard times which then are exported to theworkshops' own systems.The purpose of this master thesis is to analyse and evaluate the internal workmeasurement system that includes standard times and the software STAM. Also,based on external analysis and benchmarking of other systems suggest appropriatefuture development within the area for Scania Vehicle Service Information.In order to perform the investigation, interviews and studies have been doneinternally at the departments that are involved in work measurement as well asexternally at Scania workshops.

Scania CV is one of the world's largest truck manufacturer. It is not only the directproduction of vehicles and methods that are important for Scania but also the servicemarket handling spare parts, repairs and workshops. The department Vehicle ServiceInformation construct standard times through work measurement for particularworks in the workshops. The software application STAM is used in the servicemarket to create and store standard times which then are exported to theworkshops' own systems.The purpose of this master thesis is to analyse and evaluate the internal workmeasurement system that includes standard times and the software STAM. Also,based on external analysis and benchmarking of other systems suggest appropriatefuture development within the area for Scania Vehicle Service Information.In order to perform the investigation, interviews and studies have been doneinternally at the departments that are involved in work measurement as well asexternally at Scania workshops.

AbstractThis report describes our ten week long thesis work which is the last task in our education in mechanical engineering at Linköpings University. The project has been performed at Siemens Industrial Turbomachinery AB?s service department. The company which is located in Finspång produces, sells and provides service for steam and gas turbines around the world.The purpose of this project is to help Siemens develop their maintenance programs for two of the auxiliary systems which are a part of the complete steam turbine system. These are lube and control oil systems.The project is restricted to two of Siemens maintenance products, No Stop Check (NSC) and the annual Safety Inspection (SI).

Byggnadsautomation har i dagsläget ett kalkylprogram gjort i Excel som är helt fristående från deras kvalitetsprogram. Dom vill i och med detta få ett två delat system som användaren både ska kunna köra med eller utan anknytning till Internet. Programmet har tillgång till en befintlig kund och komponentregister som man kommer åt via en Web Service. Om det inte finns någon Internet uppkoppling så kommer dessa register att sparas lokalt för att sedan synkroniseras när det finns tillgång till Internet. En kalkyl ska kunna sparas och öppnas antingen på servern eller lokalt som i detta fall är en SQLite databas.

Titel: Ett tyst beslut - Om hur politisk TV-reklam blev tillåtet i SverigeFörfattare: Malin StääfKurs: Examensarbete i Medie- och kommunikationsvetenskap vid institutionen förjournalistik, medier och kommunikation, Göteborgs UniversitetTermin: Höstterminen 2010Handledare: Bengt JohanssonUppdragsgivare: JMG, Göteborgs UniversitetSidantal: 38 sidor (17801 ord) inklusive bilagorSyfte: Studiens syfte är att beskriva och förklara hur det gick till när politisk TVreklam blev tillåtet i Sverige. Detta undersöks utifrån politiska, ekonomiska och teknologiska förutsättningarMetod: Kvalitativ innehållsanalysMaterial: Öppet politiskt material i form av statliga utredningar, beslut, betänkanden, motioner och protokoll. Även vissa lagar och tillstånd undersöksHuvudresultat: Studien visar att politisk TV-reklam blev tillåtet på grund av ett omförhandlat sändningstillstånd, inte en lagändring. Det har aldrig varit förbjudet i lag attsända politisk TV-reklam. Public service -kanalerna samt TV4 har haft ett villkor i respektive sändningstillstånd som förbjudit den typen av reklam.Flera av de övriga vanligaste kanalerna som TV3, Kanal 5, TV6, TV8 med flera sänder från Storbritannien och regleras inte av svensk lag, de har dock inte heller fått sända politisk reklam eftersom det inte är tillåtet där.

This master?s thesis will examine the concept of ?fixed establishment? in VAT-law. The concept can be found in the new EC-directive on the common system of value added tax, however it has existed for thirty years in previous directives. Despite this, the legislator has never provided a proper definition of the concept. Its meaning has therefore evolved through the case-law of the ECJ.The Court has put forward a number of criteria which are all to be met if a fixed establishment is to be at hand.

The purpose of this master thesis is to investigate the differences between the traditional way of conducting a reference interview and the electronic way. The main questions of this thesis are: How does the electronic reference interview appear in comparison to the traditional one? How do the librarians experience the differences? Is quality affected in the electronic reference interview? Examples from Fråga biblioteket Ask the Library have been used in this study. The method used in the investigation is based on qualitative interviews in combination with studies of relevant and recent literature. The librarians interviewed all have experience from both traditional and electronic reference work.

Det finns idag ett flertal teorier om vad som kännetecknar god service, hur god service presteras och vilka krav detta ställer på dagens serviceföretag. Dessa teorier förklarar dock inte hur man i praktiken ska gå tillväga för att uppnå det optimala servicemötet (Svingstedt 2005). Den kraftiga expansion av extraanställningar som nu äger rum inom detaljhandeln förändrar förutsättningarna för levererande av service ytterligare. De krav som ställs på service och flexibilitet inom detaljhandeln, i förhållande till extraanställningar, gör det således intressant att studera hur servicemötet skall fungera enligt teorin, hur det fungerar i praktiken och vilka problem man kan urskilja gällande extraanställningar i servicemötet. Vårt syfte är att belysa problematiken med extraanställda gällande servicemötet i detaljhandelsbranschen, dels ur ett teoretiskt perspektiv, dels ur ett empiriskt perspektiv.

Scania CV is one of the world's largest truck manufacturer. It is not only the directproduction of vehicles and methods that are important for Scania but also the servicemarket handling spare parts, repairs and workshops. The department Vehicle ServiceInformation construct standard times through work measurement for particularworks in the workshops. The software application STAM is used in the servicemarket to create and store standard times which then are exported to theworkshops' own systems.The purpose of this master thesis is to analyse and evaluate the internal workmeasurement system that includes standard times and the software STAM. Also,based on external analysis and benchmarking of other systems suggest appropriatefuture development within the area for Scania Vehicle Service Information.In order to perform the investigation, interviews and studies have been doneinternally at the departments that are involved in work measurement as well asexternally at Scania workshops.

Denna uppsats är en fallstudie som går ut på att beskriva företaget Icehotel AB och hur de gått tillväga för att bli ett attraktivt turistmål och framgångsrikt företag.Vi har genomfört en kvalitativ undersökning där vi intervjuat företagets VD Yngve Bergqvist samt kunder som besökt Icehotel. I resultatet redovisas svaret från dessa intervjuer.Vi har valt att lägga tyngdpunkten på marknadsföringen av Icehotel och hur de lyckats nå ut till människor från hela världen. I teoridelen tar vi upp Turistmarknadsföringens 8 P och Attraktionsutveckling. I analysen tillämpar vi sedan dessa på företaget.I slutsatsen diskuterar vi kring hur Icehotel gått tillväga för att bli ett framgångsrikt företag. Vi tar upp promotion av företaget, samarbetspartners samt den professionella marknadssegmenteringen..

The purpose of this master?s thesis is to examine what needs and expectations the patrons have on the local public library services for adult students. With increased knowledge of these matters the library will be able to support and improve the service for users. The focus is on adult students with immigrant background who study Swedish as second language in a municipal adult education school. The main questions are: How do adult students use the library at present? What do they consider to be most important when using the public library for their studies? How do these expectations correspond to their experience of the library services? Two focusgroups and one in-depth interview were carried out.

This paper aims to shine a light on the challenges connected to the implementation of a process focused way of thinking in a public service organization. To this we have conducted a series of qualitative interviews, primarily from participants of a university driven project. The project aims to teach decision making employees of public service organizations how to use process modeling techniques to increase their efficiency. We have also interviewed the teachers who have taught the courses included in the project. As a final point of view we have also interviewed a researcher and IT consultants to compare novice users with experienced users of process modeling techniques.

The aim of this Master's thesis is to examine the user discourses that can be identified in the public library field. Questions posed in this study are: what discourses can be found, what characterises them, how are users categorised and what does this categorisation imply. The theoretical starting-point is Ernesto Laclaus and Chantal Mouffes discourse theory. The method is text analytic. 62 articles from three library journals - Biblioteksbladet, Bibliotek i Samhälle and Ikoner are analysed through a model in four phases.