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.

Many studies have shown that unethical acting can affect the share price of the company negatively. However, this is not always the case. The aim of this thesis is therefore to examine what it is that can cause the share price to be affected negatively by unethical acting exposed in media. This qualitative study is primarily based on interviews with institutional investors, but also with economic journalists and investor relations managers. Our conclusion is that there are three main reasons why the share price can be affected by unethical acting, namely economic consequences, the management's behaviour and psychological factors.

Social media have become a bigger and bigger aspect of daily life for many ages and especially within the youth culture growing from digital interactions. At the same time libraries seems eager to use this medium to reach out to the youth to inform and to educate. But do we know enough about how these two groups? views each other to be effective at this work? And is it even something that is wanted? What?s the image of social media from their point of view?The goal of this study is to investigate the image of social media from the point of view of two groups, librarians and youth. The study is based on a qualitative approach with a random selection of candidates.

Strömstad is a small city located on the Swedish west coast. Urbanization and development is acurrent issue for the municipally, as for many other in the current situation. The municipal housingcompany Strömstadsbyggen is one of the parties involved in the extensive development that mustbe implemented to meet the changes and developments which the issue holds.One area that is of interest in the discussion is Rådhusberget - this due to the existing infrastructureand unique qualities that the area holds. In order to achieve the best solutions possible for the area,Strömstadsbyggen wishes to listen to what the existing tenants at Rådhusberget thinks and feelsregarding the area and its future potential.This thesis has therefore been carried out in collaboration with Strömstadsbyggen and has beenaimed at identifying the current tenants' thoughts and opinions in the existing area of developmentand infill potential. The aim of this work was also to investigate how the tenants value their homeand local environment in its current state, and what their wishes are for the possible futuredevelopment of Rådhusberget.To achieve analyzable results concerning how the tenants perceive these aspects, an extensivesurvey have been carried out which were sent out to all tenants in the area.

In this bachelor thesis a complete prototype of an industrial vibration measurement platform has been developed. By measuring a number of variables such as acceleration, temperature and speed conclusions can be drawn on machinery health. The aim is to evaluate hardware and software solutions for a possible future product. Based on a requirement specification a proper hardware design has be developed. The hardware consists of a four-layer PCB with an ARM Cortex-M3 microcontroller and about 250 other components. The PCB was designed, assembled, tested and finally housed in a box.

Abstract______________________________________________________________________Title:A study about creating understanding for different kinds of empowermentLevel:Bachelors thesis in Business Administration, 15 creditsAuthor:Fredrik LegovicSupervisor:Tomas KällquistDate:2014 - JuneAim:The main purpose of this study is to increase the understanding for different kinds of empowerment and how it affects the staff in the public sector.Method:The choice of method was based on the research aim. The method used to meet the objective was qualitative. The qualitative study was conducted with a hermeneutic basis, where individuals were asked to describe their experience of empowerment and how they feel affected of it. This thesis has a deductive approach, where existing theories dealing empowerment formed the basis for the design of interview substrate, which is then paired with the empirical evidence, based on this the conclusions was drawn.Result & Conclusion:What separates the different kinds of empowerment and how it affect the staff depends most of all on how the management chooses to communicate and share information with their staff.Suggestions for future research:A study regarding managers that works with different kinds of empowerment, and how that affects them, could be regarded as an interesting future research.Contribution of thesis:It shows that different kinds of empowerment affect the staff in different ways, which I made clear to the readers.Keywords:empowerment, thinking skills, relations and organizational - structure and theory.

This essay is a study that contributes to the larger research question ?Why do farms shut down?? The subject was chosen because it is a relevant problem that needs to be studied more. This study's boundary is to investigate the reasons for decisions leading to the farms at the Torstuna community, Fjärdhundra, changes in any activity scale or the outlook of the entire farm. When a decision is made, there are usually several reasons behind it and it is these reasons which this essay is aiming to study. The question "What are the reasons for the elderly to live on the farm even though the farm is not cultivated by them?" is also covered in the study.

In the essay the author examines how pilgrimage can be used as a tool to radicalise democracy in a late modern society marked by neoliberalism. Applying a dialectic perspective on social movements the essay puts forward how the pilgrimage movement Pilgrim?s Walk for Future, administrated by Church of Sweden, is working in line with the historical pilgrimage theology - a modern critical ecclesiology- to mobilise political action to prevent climate change. The result of the study shows how PWFF meet the neoliberal hegemony with a mobilisation of alternative values beyond the order of capitalism, in line with Christian theology and tradition. The mobilisation is made possible by new forms of identifications with oneself and the social world that meet a modern power/knowledge- regime based on rational thought, and which questions norms and practises by paying attention to their negative effects on nature and on human life in general.

Aim: The purpose of this study is to increase the knowledge around the location?s importance when rent setting office premises. Furthermore, I want to get broader knowledge about the real estate market as a whole when since it is of current interest.Method: The study is performed with the aid of qualitative interviews on persons with experience of office premises in Stockholm city. Theoretical dates mainly have been gathered via literature and the Internet. Then I have put together the interviews in order so that I finally can analyze empiric with theory.Result & conclusions: The results that have been achieved with this essay are how the concept location has been used within the real estate sector, also how important long-term thinking is when letting of premises, not only office premises.Suggestions for future research: Future studies can increase my study with more interviews, with for example real-estate owners.

The Civil Engineering office in Skellefteå needs to develop the users' participation in the planning of parks and playgrounds. In order to get such a procedure to work one have to find a method that can work in the daily activity. My work aims to find such a method and to implement it in practice. Apart from helping the Parks departement to find an functional method I will also develop a deepened knowledge about users?participation wich can be very useful i my future profession. This work can be divided in three stages.

This thesis was conducted to assess how the privatization of Iran Air process managed in last efforts and how should it be in right way. It increases the knowledge about privatization in Iran and the need for it. Iran air as our case study is a flag-carrier airline company that is protected by government regulations and subsidies. We try to find the reasons for failure of privatization in Iran Air and their attempt on privatization.The method used to collect data was a qualitative methodology, consisting of semi-structured interviews with relevant managers, and knowledgeable professors and the official sites and press. In conclusion, we find that privatization is an important need for Iran Air Company and the main problems that are against Iran Air can be categorized to political, financial, and social.

This work describes the genus Helleborus both from a general point of view, and with individual descriptions of 17 species. The intention is not to make a complete description of the genus, but rather to give an overview and an introduction into the world of Helleborus. A separate chapter lists a few pests and diseases attacking the genus, followed by a brief summary of propagation methods and breeding of the genus. Finally, there is a short discussion of thoughts about the genus and its future use..

Parallel to new technological advancements, including the development of interactive recommender systems, digital music services on the Internet, such as Spotify, have in a short time span gradually replaced former physical media such as CDs and MP3-players and become pioneers on a market with an otherwise uncertain future. By subscribing to the service, users have access to a vast library of music and from any device with Internet access. In order to provide a satisfactory and useful musical experience, different ways of coping with the vastness is required - which is precisely what recommender systems are for. Improved filtering techniques and use of devices built in sensors, make way for new opportunities of more precise and contextually tailored suggestions for track selection, which in turn leads to potential privacy issues when using interactive music services. But where do we stand today? By compiling, exemplifying and discussing three different perspectives with relating to the development of interactive music recommender systems, the objective for this paper is to provide a for science, industry and user, objectively nuanced account of current potentials and expectations.

Abstract This master thesis is a result of the work thas was done for my entry in the international architectural competition Urban spaces and urban life in Ørestad South, that was announced by Ørestadselskabet on the 31st of October 2006. The project work lasted from early November until the deadline on 14th of February. In addition to the proposal that was handed in, the master thesis consists of a number of reflections about the work that was done and design work in general. The proposal is an answer to a not that evident task. One would expect that the assigment was clearly defined in the brief of the competition like this. And so it seems to do but to define the real assignment and join your own aims to it from such an extensive brief can be quite time consuming. Why do architects participate and what is an architectural competition? How does the brief affect the choices and statements made by the entrants? What is a square? What is the strategy that leads to a convincing concept? The role and use of a concept in the design process.

In Örebro, the car traffic share does not tend to decrease. The crowdedness on some of the bus routes is high at times. Investigations show that the residents of Örebro want a city centre whose street environment is more restrictive of car traffic and better for pedestrians, cyclists and public transport. To decrease the car traffic share a rapid, convenient, clear, effective and environmental friendly public transport with high frequency and strong capacity in a short, direct and logical network is needed. A modern tramway fulfils these criteria.At first, this report describes factors that are important to take into consideration when planning a tramway.