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 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.

Postoperativ smärta är en smärta som är förväntad av både patient och sjuksköterska. Mötetmellan sjuksköterska och patient med postoperativ smärta innefattar sjuksköterskans kunskap och fördomar om smärta, samt patientens känsla av utlämnande och upplevelse av smärta. Syftet var att genom en litteraturstudie belysa viktiga faktorer i mötet mellan sjuksköterska och patient med postoperativ smärta. Därtill två frågeställningar; Vad är viktigt för sjuksköterskan i bemötandet av patienter med postoperativ smärta? Vad är viktigt för patienten med postoperativ smärta i mötet med sjuksköterskan? Metod Litteraturstudie med Graneheim och Lundmans analysmetod som verktyg.

The aim of the study was to investigate nurses? perception about patients? participation in medicine treatment and how to make the patient participate. A qualitative method was used and six nurses were interviewed. The nurses? perceptions of patients? participation in medicine treatment were characterized especially by patients having good knowledge about their medicines.

Background: Sleeping is a condition that is necessary for all people because the body isgiven time to recover. Studies have shown that patients found it difficult to sleep during thehospital stay and it turned out to be several factors that disturbed the sleep during the night.The nurse should note the patient?s need for sleep and take into account environmental andother sleep disturbances to be able to implement nursing interventions. Purpose: The purposeof this study was to elucidate the factors that interfere with patient?s sleep duringhospitalization and nursing care to promote the patient?s ability to sleep.

For a woman who has been diagnosed with breast cancer, there can be many negative things that effects her life. It is a great shock that changes her life and can include a sense of lost femininity and a decreased sexual desire which can be both physical and psychological. The basis of this literature review is from 17 scientific articles which evaluate the changes in cancer patient's body image and sexuality during their illness and treatment. This study illustrates patient's experience of the nursing and difficulties which obstructs the nurse from talking about sexuality whit the patient. The study also showed that the patient had a desire to discuss these sexuality issues with a nurse..

Faktorer som bidrar till arbetstillfredsställelse hos volontärer på Röda                                         Korsets telefonjour                                      Malin MattssonVolontärers arbetstillfredsställelse har visat sig vara ett begränsat område in-om forskningen. Syftet med studien var att undersöka volontärers arbetstill-fredsställelse på Röda Korsets telefonjour och se ifall faktorerna kön, ålder, utbildning, sysselsättning, civilstånd, plats, antal dagar, antal år, Röda Korsets utbildningar, volontärernas belöning, feedback från frivilligledaren, respons från uppringarna, kontakten med medjourare och volontärers trauman var relaterade till arbetstillfredsställelse. En enkätundersökning genomfördes där 102 volontärer deltog varav 15 var män. Enkäten bestod av bakgrundsfrågor, specifikt konstruerade frågor om Röda Korset samt 26 påståenden från mätinstrumentet volunteer satisfaction index. Resultatet från studien visade att variablerna, feedback från frivilligledaren, Röda Korsets utbildningar och volontärers trauman relaterade starkast till arbetstillfredsställelse.

Previous research and patient complaints to the Swedish Patient Support Committee shows that there is a lack of substance in the patient-nurse relationship. This may suggest that it can be difficult for health care to live up to health-care law which requires it to be of good quality, based on dignity and respect and designed so that the patient is an active participant and can make their own decisions when it comes to their health care. For a better understanding of what a dignified patient-nurse relationship is, this study aims to clarify what the patient values as good patient-nurse relationship and describe how they have experienced the patient-nurse relationship during their stay at an emergency care department. The study is a descriptive cross-sectional study with a quantitative approach, where the population consisted of patients who were cared for at an emergency care department in the County of Västmanland, Sweden during 2007. The sample consisted of 93 patients which were asked to answer a questionnaire.

Introduction:A good work environment and good resources among district nurses? and general nurses? are important in the provision of good nursing care. For patient security it is also very important that resources and time are used in an appropriate way. A lot of time is spent on non-core activity, for example administration takes more and more time, which can result in feelings of stress.Aim:The aim was to describe how district nurses? and nurses? in primary care perceived their work environment, how their worktime content was distributed and if there was some connection between perceived work environment and the distribution of work time.Methods:A mapping of the content of the work was made in two parts.

Postoperativ smärta är en smärta som är förväntad av både patient och sjuksköterska. Mötetmellan sjuksköterska och patient med postoperativ smärta innefattar sjuksköterskans kunskap och fördomar om smärta, samt patientens känsla av utlämnande och upplevelse av smärta. Syftet var att genom en litteraturstudie belysa viktiga faktorer i mötet mellan sjuksköterska och patient med postoperativ smärta. Därtill två frågeställningar; Vad är viktigt för sjuksköterskan i bemötandet av patienter med postoperativ smärta? Vad är viktigt för patienten med postoperativ smärta i mötet med sjuksköterskan? Metod Litteraturstudie med Graneheim och Lundmans analysmetod som verktyg.

The number of HIV- positive is increasing all over the world and it's very likely to meet these patients as a nurse. The interaction between the nurse and the patient is characterized by experience and knowledge and at the same time the nurse is expected to act professionally. The purpose of this literature review is to investigate the nurse's complex of problems regarding the treatment of the HIV- positive patient by exploring the attitudes against HIV among nurses and how the nurse can maintain the integrity of the HIV- positive patient. Antonovsky's salutoqenic model, sense of coherence, has been used as theoretical frame. From 14 articles five topics have been found that influence the nurse's attitudes against HIV-positive patients.

Background   The patient's rights to self-determine their own health care is described in Swedish legislation and guidelines. However, due to infancy, unconsciousness, severe brain damage or certain diseases, some patients might be unable to make such decisions. Ethically difficult situations do occur, not infrequently associated with culture. Since the patient is vulnerable, there is a risk that the patient in the treatment and care can not be bothered to maintain right to autonomy and that the nurse violates patient integrity.Aim                 The aim of this study was to illustrate the nurse's dilemma when the patient refuses vital caring efforts.Method           A literature review of eight scientific articles with a qualitative approach was performed.Results           The results revealed the following domains to describe the nurse's dilemma when the patient refuses vital care interventions: patients? reasons for treatment refusal, the nurse's understanding of the patient's refusal of care and contradictory legislationConclusion     More knowledge and discussion of the patient's decision-making competence is needed for both the nursing profession and those who make decisions on legislation..

Background: Research shows that the nurse?s presence has a great significance for the relationship between patient and nurse. By this, the nurse can gain a greater understanding for the patient?s situation and thus have an opportunity to influence the patient?s health processes.Problem: Today?s focus on the technology and lack of time in healthcare can create a stress which can make it more difficult for the nurse to prove presence to the patient.Aim: To describe patients? experiences of the nurse?s presence in healthcare.Method: A qualitative approach, where Evans descriptive synthesis has been used. Eleven previously published qualitative, caring science, articles has been used in the synthesis.Results: The synthesis revealed two themes.

Dementia is a concept that describes different conditions when memory and cognitive abilities degenerate. Approximately 140 000 persons in Sweden suffers from some kind of dementia. Many are stricken with behavioral and psychological symptoms of dementia, BPSD. The aim of this study was to illuminate nursing staff?s experiences of caring for persons suffering from dementia and BPSD within municipal and institutional care.

Every day in medical care the nurse and the patient meet, they are not just represented as the care giver and the care taker, but also as two unique individuals. The meeting is a very important part in caring and few studies have been made on this topic from the patient.s perspective. The purpose of this study was to describe the patient.s perspective on the meeting with the nurse. The study is a literature review, where articles have been reviewed, encoded, and then categorized. The result builds on our four main categories, confirmed as a unique indidual, the meaning of the information according to the patient, the humanistic side of the nurse, and the importance of humor in the meeting.