Several studies have examined the effects of perceived justice of preferential treatments to customers, but few have studied these effects when customers have different input. The purpose of the study is therefore to enhance the knowledge and understanding of the effects of preferential treatments to customers with varying input. More specifically, the study focuses on how perceived justice, customer satisfaction and loyalty are affected depending on the customer's input and received treatment. An experimental study with 263 respondents showed that the perceived justice and loyalty intentions among both the receiver and the non-receiver of the preferential treatment were of highest level when it was given to a customer with large input. Customer satisfaction however, was found to be of highest level when customers themselves received preferential treatment, regardless of the size of their input.

Several studies have examined the effects of perceived justice of preferential treatments to customers, but few have studied these effects when customers have different input. The purpose of the study is therefore to enhance the knowledge and understanding of the effects of preferential treatments to customers with varying input. More specifically, the study focuses on how perceived justice, customer satisfaction and loyalty are affected depending on the customer's input and received treatment. An experimental study with 263 respondents showed that the perceived justice and loyalty intentions among both the receiver and the non-receiver of the preferential treatment were of highest level when it was given to a customer with large input. Customer satisfaction however, was found to be of highest level when customers themselves received preferential treatment, regardless of the size of their input.

SUMMARYLevel: This is a final thesis for a bachelor degree in Business Administration. The thesis is oriented in the field of marketing and written at the University of Gävle.Author: Niklas EnlundDate: January 2014Tutor: Lars -Johan Åge, Jonas Molin & Jens Eklinder - FrickTitle: Intermediaries pursuit to achieve customer satisfaction - A study in how the agent works with factors to achieve customer satisfaction against two opposite parties.Purpose: The purpose of this thesis is to analyze the intermediary perspective how different factors affect the intermediaries working method to achieve customer satisfaction against two opposite parties.Research question: How do real estate agents work with the four factors; informant, routines, intentions and competences? That is how real estate agents can work; like a good informant, after good practice, bringing together the parties intentions and with their skills. How does the real estate agent work with the factors related to the theories connected to the four factors? Are any of the factors more commonly used by real estate agents?Method: The thesis is based on a scientific theory in the field of marketing and focused on the topic how the agent is committed to achieve customer satisfaction against two opposite parties.

Medarbetarnas motivation är avgörande för att uppnå organisationens mål. Syftet med studien var att undersöka vilka av de två ledarskapsstilarna (transformativa och transnationella) som har mest påverkan på medarbetarnas motivation.  Undersökningsgruppen bestod av 40 personer. Resultaten visade att både transformativa och transaktionella ledarskapsstilarna är nödvändiga på medarbetarnas motivation. Det specifika resultatet visade att den transformativa ledarskapsstilen hade en högre effekt på medarbetarnas motivation. Resultatet av studien kommer att vara till nytta för att bättre förstå hur medarbetarna motiveras..

Det finns mycket forskning som visar att motivation påverkar människan i organisationen. Motivation delas upp i inre och yttre motivation. Inre motivation är då individen har ett genuint intresse för något. Yttre motivation är då individen drivs av någon extern belöning. Såväl psykologiska som ekonomiska och sociala förklaringar har getts till varför det är viktigt med motiverade anställda och hur motivation kan skapas.

Due to lack of knowledge about motivation in Swedish for adult immigrants (SFI ), I have chosen to write about motivation. Motivation is a complex concept to understand. It has different meanings depending on what context the term is put in. In this study , you will read about the external and internal motivation . But also about integrative and instrumental motivation.

I vårt examensarbete undersöker vi olika typer av motivation. Vårt syfte med arbetet var att undersöka lärares syn motivation samt elevers egen motivation i skolan. De frågeställningar vi utgick från var: 1. Vilken typ av motivation har elever i år 4 och år 5? 2.

I och med lanseringen av nya och mobila plattformar, såsom smarttelefoner och surfplattor, uppstår svårigheter med att anpassa webbsidor för samtliga typer av enheter. Tidigare har mobila applikationer (appar) och mobila sidor använts för att överkomma dessa problem. Responsive Web Design (RWD) är en ung designprincip som uppkom 2010 och har anammats av många webbutvecklare. Designprincipen medför att en webbsidas presentation förändras beroende på skärmstorleken som används för att visa sidan. I en studie har fem företag intervjuats för att få deras tankar och åsikter om RWD i jämförelse med utveckling av mobila sidor och appar.

In order to broaden the understanding of work motivation the aim of the study was to compare how three different teams within the same organization constructed motivation. The three teams consisted of post sorters, team leaders and mailmen. Three focus group interviews were conducted with three men and eight women. The interviews were transcribed verbatim and thematically analysed with QSR NUD*IST. The result showed both similarities and differences in the construction of work motivation in the three teams.

Many companies are currently working to optimize and streamline their processes and production lines to achieve higher profitability. In increasingly competitive markets, companies are working to find solutions to increase the value of their production with such a small use of resources as possible. A tool used to accomplish this is the Lean management system. Lean comes from the production system that Toyota has been developing since the early 1900's, The Toyota Production System (TPS). The Lean philosophy helps companies, by working towards continuous improvement in its operations, to achieve higher customer satisfaction, more efficient production and ultimately higher profitability. Many companies are working to implement Lean in their organization. But there are many who fail to implement a complete change towards Lean.

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.

In Stockholm there are currently five women, out of a total of 102 employees, working in public sports arenas. In sports arenas men are numerically superior amongst the workers as well as the visitors. These arenas are in many ways male dominated, masculinized environments. In this essay I investigate the reasons behind the uneven distribution, in terms of gender, among sports arena workers. I do this by interviewing seven female sports arena workers (the five current and two former), and by observing their workplaces.

Upon marketing the system in Europe and the USA cost savings generated from reduced work force have been prevailing. Since the cost of labour is much lower in the Asia Pacific region other factors have to be stressed. The parameters of flexibility and quality assurance may however cover any initial investment in a production system. Our purpose is to value flexibility and quality in a manufacturing context, applied to DAS, in order to use it in investment calculations. In order to make an adequate estimation of different companies, due to problems associated with acquiring correct figures, the Key Success Factors needs to be examined so that the gathering of numbers can be conducted with more focus.

The purpose of this study was to investigate how people with insecure employment affect the psychological contract in the perspective of workers' experience. The questions in this study were: how does a person with insecure employment perceive the psychological contract and what consequences dose an insecure employment have on the psychological contract. The study was a qualitative method with semi-structured interviews. The results showed that the absent relationship that existed between the participants and the employer was assumed to be affected by insecure employment. The result revealed that one of the consequences was falling confidence and less support to the employer as an effect of insecure employment and psychological contract.

The purpose of this study is to examine how employees in an organization using flexible work practices, experience that passive face time influences the evaluated of them. Further, the study aims to understand to what extent that perception of passive face time motivates the employees to spend more time at the office than is necessary for their work situations. The study concludes that employees in general perceive that passive face time does influence how they are evaluated and that this perception motivates employees that are relatively newly employed by the company to spend more time at office..