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 master?s thesis is to study an electronic reference service from a user perspective. By qualitative interviews with eight students the thesis examines their information behaviour, why and when they use the service, the user?s experiences of the service and the communication with the librarian. The users have all used the Swedish electronic reference service Fråga biblioteket ? Forskningsbibliotek.

The goal of this thesis is to investigate the W3C Geolocation API from a developer?s perspective, focused on whether it makes development of location-based applications more accessible to developers. This has been investigated by looking at available ways to locate, possible uses, the functionality offered, the necessary level of prior knowledge needed for a developer and requirements on developer tools. This has been achieved through studies in relevant areas, a thorough introduction to W3C Geolocation API functionality, and by using the API to develop two different location-based applications as a demonstration. Testing of applications, on different platforms and in different environments, in conjunction with investigation of the rest of the material has shown that W3C Geolocation API in many ways actually makes development of location-based applications more accessible for developers.

The characteristic of services as an effort carried out in a "moment of truth" implies a risk for failures. This study sheds new light on how alternative offerings that customers are initially exposed to can affect satisfaction and loyalty in the service failure and recovery context. More specifically, two aspects of the initial offering are studied: promised general service quality and the presence of a promise about a specific product attribute. Based on a presentation of the main theoretical perspectives, hypotheses are formulated and a scenario-based experiment in a hotel setting is designed to explore these. The results indicate that a higher level of promised service quality can result in more positive evaluations of satisfaction and stronger word-of-mouth intentions than for a lower level of promised service quality.

This report describes the initial work intended for updating the car sharing service Roadmate. Roadmate is one of the services received by the car rental company Hertz First Rent a Car. The goal was to present the client with design- and structure proposals for a car sharing service that includes high usability and at the same time remains aesthetically pleasing.The work is based on an initial study with data collection, mapping the target user group and its needs. Subsequent structural and design proposals for Roadmates company carpooling service are based on the facts surrounding the target group's needs. The result are well developed and tested design sketches with accompanying visual identity and sitemaps that can be the basis for the further work on the development of the service..

The goal of this thesis is to investigate the W3C Geolocation API from a developer?s perspective, focused on whether it makes development of location-based applications more accessible to developers. This has been investigated by looking at available ways to locate, possible uses, the functionality offered, the necessary level of prior knowledge needed for a developer and requirements on developer tools. This has been achieved through studies in relevant areas, a thorough introduction to W3C Geolocation API functionality, and by using the API to develop two different location-based applications as a demonstration. Testing of applications, on different platforms and in different environments, in conjunction with investigation of the rest of the material has shown that W3C Geolocation API in many ways actually makes development of location-based applications more accessible for developers. The API also provides fully adequate functionality and quality to meet the requirements for development of both simple and very advanced location-based applications. Målet med denna uppsats är att undersöka W3C Geolocation API ur ett utvecklarperspektiv, fokuserat på om den gör utveckling av positionsbaserade applikationer mer tillgänglig för utvecklare.

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.

This thesis is about the bookmobile service in Sweden of today. The purpose is to examine how the staff motivate the existence of the bookmobile. Other purposes are to study the goals of the service, to describe ?daily life? of the bookmobile, examine the changes of the service during the years and discuss possible changes in the future. The study is based on interviews with thirteen staff members from six Swedish communities, of both rural and urban character.

The purpose of my research has been to analyze the communi-cation of three cultural heritages and how they are being ex-posed on their respective webpages. The essay has also touched the subject as to how webpages can, through marketing of cul-tural heritages, create a connection to the marketed locations and their cultural environment. A phenomenon you could call ?creating a location?. My study has also resulted in an under-standing of how historical sites as cultural actors position them-selves to attract visitors to the location.

The purpose of this study is to develop a general understanding of the areas of alliances and service quality as well as their relation to each other, through a consumer perception. Further, to discover more detailed and close up knowledge of customer perceived service quality within airline alliances. This is done by identifying particularly significant dimensions in the service process that have an influence on the perceived service quality.The thesis is based on qualitative study using a critical incident technique to explore the issue of service quality. In the research of the material the iterative approach has been used. The primary information sources are the interviews with customers-members of airline alliance.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

The purpose of this thesis is to examine and analyse which effects a service strategy has on the control system of an organisation. The thesis takes a service perspective, and it is assumed that a service strategy gains competitive advantage and that the goal of the service strategy is to increase the customers? satisfaction level. A qualitative in-depth case study was performed on a Swedish beauty company. The organisation?s vertical structure was examined, from central to local level.

The purpose of this study is to analyze and specify the characteristics of servicescapes in the hotel industry and its role when building a brand. Further, the aim is to put forward how Management in this sector strategically utilizes the location to manage the staff in order to help build a strong lasting brand. To fulfill our purpose we have targeted one overall question - What purpose does servicescape have when building a solid brand name in the hotel sector?In today?s society brands play an integral part in influencing our buying behavior and are now considered to be a new business tool to communicate a business trough. Also services have become a widespread phenomenon, which is seen as a competitive tool not only for companies in the service sector.

Title: Television in the Service of the Public - a Study of the Public Service Concept(Television i allmänhetens tjänst - en studie av public service-begreppet).Author: Daniel FärnstrandAim: To describe the ideals, or principles, that the Public Service Ideology or concept of Pub­lic Service is based upon. The two main questions the paper aims to answer are thus:· Which principles should, according to the theoretical norm, guide Public Service activity?· Which principles guide Public Service television in Sweden today, according to the actual guidelines for the Public Service organization SVT? Method / Material: A study of relevant literature is carried out. Further, the actual guidelines for SVT are summarized. The normative guidelines are then also summarized, and a compari­son is made between this summary and the actual guidelines for SVT.Main results: Although a comprehensive definition is hard to find within the theoretical frame­work, a summary of the theoretical ideal is carried out.

Problems:How would a decision model that takes into account more aspects and dimensions than just the financial aspect look for smaller service compa-nies? What aspects are important to consider in such a decision model?Purpose:The purpose of this master thesis is to develop a decision model based on previous research, to improve decision making in smaller service com-panies ? by considering perspectives that traditional investment calcula-tions ignore.Method:The study was qualitative and was based on both primary and secondary data. As data collection method for the development of the model we used literature search on previous research. The study?s primary data consisted of responses from five smaller service companies.