The aim of this thesis is to describe how service companies through adjustment of the customer?s zone of tolerance can influence customer?s perception of the service during the processes of service delivery and create customer satisfaction. The method used was case study approach utilizing personal interviews, which were conducted at two service companies. The study showed that the aspects of the service that have greatest importance for the customer?s assessment of the service and customer satisfaction among others are personal treatment and that personel behave in the way that makes the customer feel itself taken good care of and unique.

1 MÄTNING AV ANDNINGSMUSKELSTYRKA JÄMFÖRELSE AV NORMALVÄRDEN MELLAN NY OCH BEFINTLIG UTRUSTNING ELIN KELLERSSON Kellersson E, Jämförelse av andningsmuskelstyrke mätning på ny utrustning. Examensarbete i biomedicinsk laboratorievetenskap 15 poäng. Malmö högskola: Hälsa och Samhälle, enheten för biomedicinsk Laboratorievetenskap, 2012. Svaghet i andningsmuskulatur är vanligt hos neuromuskulärt sjuka, lungsjuka och hos vissa patienter som behandlas med steroider. Vid neuromuskulära sjukdomar utgör en progressiv försvagning av andningsmusklerna (främst diafragman) det allvarligaste hotet mot överlevnad. Andningsmuskelstyrkan kan mätas med hjälp av en spirometer, där det maximala inspiratoriska trycket (PI max) och det maximala exspiratoriska trycket (PE max) mäts med hjälp av tryckreceptorer vid en pnemotachograf.

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 main aim of this master thesis was to see the process of an interactive online reference service from idea to final product. The reference service we have studied is developed and used by the Library of the National Institute for Working Life in Stockholm, Sweden and goes by the name phibi. Our goal was to review the whole realization process from the reasons why a service like this was created, how the service was introduced and implemented inside the organisation and finally what the result and consequences were for both the library staff and for the users of the service. Phibi is designed to be a tool that fosters communication between the library staff and the remote users where the users get the opportunity to be helped with their questions by the library staff although they are not physically present in the library. To understand the process we conducted a case study with 11 interviews of the library staff, the superior and the initiator to phibi.

The main aim of this master thesis was to see the process of an interactive online reference service from idea to final product. The reference service we have studied is developed and used by the Library of the National Institute for Working Life in Stockholm, Sweden and goes by the name phibi. Our goal was to review the whole realization process from the reasons why a service like this was created, how the service was introduced and implemented inside the organisation and finally what the result and consequences were for both the library staff and for the users of the service. Phibi is designed to be a tool that fosters communication between the library staff and the remote users where the users get the opportunity to be helped with their questions by the library staff although they are not physically present in the library. To understand the process we conducted a case study with 11 interviews of the library staff, the superior and the initiator to phibi.

This masters thesis shows that the changes in the scientific publishing system have affected the academic libraries. Both technological change and the increased prices on scientific journals have forced academic libraries to take action. Some Swedish academic libraries have started publishing the university s own research material. The issue has in many cases been treated more as a library concern, than as a concern for the university as a whole. Neither has there been a national coordination of these matters in Sweden.

The mobile jukebox is an idea for a new kind of smartphone application that would allow users to dictate the music playing at various establishments. The mobile nature of the innovation allows for the possibility of a more ubiquitous service. Conducting a quantitative as well a qualitative study, the authors have found significant interest in this innovation service among potential users and potential distributors of the service. Furthermore, it is shown what aspects are important for decision makers to make a decision on whether to integrate the service into the operation of potential distributors of the service.  .

The purpose of this masters thesis is to evaluate bookmobile service as a decentralised library service. I have made a qualitative interview survey, with seven Swedish municipalities participating, all providing bookmobile service in their rural parts. The purpose with the interviews is to examine their bookmobile service. I have also studied articles on bookmobile service, and decentralisation through small library units in library journals, to get an insight into how the work with decentralised library service is done in Swedish municipalities. In this thesis answer is sought to the following questions: - Which decentralised library services are suitable for inhabitants and institutions in sparsely populated areas, considering factors such as number of inhabitants, proportion of old people and children, demographic changes, economy, possibilities to cooperate with other municipalities? - What is the current bookmobile service situation in Sweden, taking seven municipalities in the region of Småland as a starting point? My conclusions are that each municipality must decide which decentralised library services that best suites their needs.

The aim of this study is to describe the characteristics of right-wing populist parties in Europe. The three parties included in the study are the Swedish Democrats (SD), the British National Party (BNP) and the National Front (NF) in France. The study includes a definition of right-wing populism based on previous research and from that an ideal type of a right-wing populist party has been created. The material used in the study to verify how well the parties were consistent to the ideal type and what similarities and differences the parties in the study have are the parties? political programs and policies.

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.

The aim of this study was to examine the view of social service workers on the secondary housing market based upon their work with social investigations regarding people with a difficult substance abuse. The foundation of this study rests upon a phenomenon, which according to other scholars, occurs in the secondary housing market in Sweden. The secondary housing market consists of a multitude of housing projects that social services provide for people who are homeless. The phenomenon is that the secondary housing market contains a number of demands aimed at the clients who live in these housing projects. If a client fails to live up to the demands it can sometimes lead to negative consequences which results in an exclusion from the housing projects.

A significant amount of a teacher?s work consists of evaluation and marking of the students, which involves a great responsibility. This essay put the teacher?s evaluation of the students in focus. Today?s course Idrott och hälsa A, at the upper secondary school level, consists of 100 points and all students take this course apart from students attending apprentice programs.

Klassisk mus-interaktion har begränsningen att bara en punkt kan aktiveras på skärmen i taget. Interaktionen med de flesta applikationer blir, på grund av detta, sekventiell vilket kan vara en begränsning eftersom människan är van att utforska problem simultant med båda händerna. Flerpunktspekskärmar är en relativt ny teknik som möjliggör nya interaktionsmöjligheter där flera pekpunkter kan vara aktiva simultant. Det här examensarbetet fokuserar på problemen kring att skapa en applikation med användargränssnitt för flerpunktspekskärmar. Applikationen som utvecklats har en grundstruktur vilken är möjlig att vidareutveckla och på så sätt anpassas för att passa nya behov, till skillnad från de implementationer som granskats vid förstudien vilka fokuserar på att lösa specifika problem.

This study concerns paratransit service in a relatively small municipality in Sweden. The aim of this study is to describe the user's experience of paratransit service. The question formulation is mainly built around the user's experience of paratransit service and their view on what impact paratransit service has on their lives. The empirical data consists of ten interviews with ten different paratransit service users with ages ranging from 25-95 years. The data has mainly been analyzed through concepts of independence, empowerment and trust. The result of this study shows that paratransit service in many ways can be described as a crucial part of the users' lives.

The purpose of this essay has been to investigate if the national test results, in the subject of Swedish B at upper secondary school, are affecting a student?s final grade in varied degree among different teachers. The purpose has also been to investigate if the assessment of these tests is equivalent among different teachers. This particular investigation showed that there are big differences between how teachers grade, in relation to achieved results on the national test. According to the Swedish National Agency for Education, the teacher should take all performance information available into consideration for each particular student.