As today, companies are facing an increasing competition; markets are expanding while customers are getting more informed and fastidious toward companies and their products. For this reason it is crucial for enterprises to create loyal customers, or at best hyper loyal customers. With today's prerequisite this creation is difficult and it is therefore of highly interest to examine possible and alternative ways for enterprises to attain this type of hyper loyal customer. In this thesis we have examine hyper loyal football supporters with the aim to identify mechanisms that create and characterize this type of loyalty. By means of a survey and a focus group we were able to identify six loyalty mechanisms; the ability to influence, vicarious achievement, self-esteem, group affiliation, family and social relations.

Shoplifting is a serious problem due to the fact that about 2 % of a retail store's turnaround dis-appears annually. This paper discusses the problem with shoplifting where a closed retail display of glass can prevent this kind of misbehavior. Hitherto the scientific research regarding how consumers react to a closed retail display is non-existing. With this in mind we want to investigate and enlighten the phenomenon regarding consumer behavior and product appreciation. The study is carried out at a retailer in the beauty industry in Sweden both in stores where the selection of perfumes have been displayed behind glass and in stores in which they have been displayed with open access.

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.

In this thesis the marketing strategies of two public libraries have been explored and studied.The public library of Kalmar participates in the project GÖK which partly is a marketing project. The public library of Kalmar thereby differs from the public library of Trollhättan which is not involved in the project.The main aim of this thesis was to focus on their marketing strategies and see if there were any differences. The thesis was also concerned with the customers and their experiences of the quality of the services offered by the public libraries of Kalmar and Trollhättan, including the customers' perceptions of the operative marketing, and finally if there was a connection between marketing and customer-centered quality. Qualitative methods as well as quantitative methods were used for the collection of information .The preliminary assumption that Kalmar had a more explicit marketing strategy has been confirmed in the study. However, the customers at the public library of Trollhättan were more satisfied with the total quality of the services offered.

Abstract?Understand the customers value in use ? A multiple case study of three industrial companies? or ?Förstå kundens bruksvärde ? En multipel fallstudie av tre industriella företag? brings out the problem that it is easy to assume, what the value is for the customer.The questions asked for this thesis are:? How does the companies in focus, gather information about what effects the customers value in use?? How do the companies use this information in their business?The purpose is to examine how some industrial companies gather information about the customer?s value in use, on the bases from the five activities from Porter and how they can use this information.Three semi structured interviews were made for this investigation, with representatives from Atlas Copco Rock Drills, IL Recycling and Johnson Pump.The conclusions are that to gather information about the customers value in use, the company must work close with the customer. This information helps the company to improve their products, services and their relationships..

Background: Commerce over the Internet has exploded in recent years. For many companies it has become a necessity to offer their products overthe Internet. This new market ought to change the conditions for relations between customers and suppliers. Purpose: Our aim is to describe and analyse the factors that influence the relations between customers and suppliers, from a customer view, when commerce is conducted over the Internet.Delimitations: The study is limited to B2B commerce with IT-products. Methodology: The thesis is based on a study of the company IMS, their e-commerce site and organisations that buy IT-products over the Internet.Conclusion: Internet opens up new possibilities for custom designed offers.

This study aims to explore how self scanning affects consumers impulse buying. Up til this day researchers are not aware how technologies like self scanning affects consumers behavior in-store. Consumers with self scanners are able to keep track of the rising sum, which could affect their buying behavior, especially when it comes to impulse purchase. Furthermore customers have to commit to scanning products which keep them from browsing the store for offers, which could limit the impulse buying. This study undertake a descriptive methodology with Beatty and Ferrells impuls model from 1998 as a theoretical platform where we examine disparities between self scanners and non self scanners.

The purpose of this study is to acquire knowledge about how interaction, participation and inclusion are affected by individual integration for three students in upper secondary education for pupils with learning disabilities. To be individually integrated means, in this case, that the students from compulsory school for children with learning disabilities are taking part in some of the programme-specific courses together with students from the regular upper secondary school. This study gets its inspiration from the ethnographic research approach, and uses passive observations together with interviews with students and their guardians as main methods to collect information.The school in question has not made any adjustments to make the programme-specific courses more adapted to the different needs, which is typical of integration. This study shows that the school presumes that the students with the help from the vocational teacher, but without any special needs educational help, themselves are to adapt to the conditions at the regular upper secondary school. This, together with the lack of special needs educational competence among the vocational teachers, led to a higher level of exclusion and an enhanced feeling of not being up to standard among the integrated students.The results also show that the integrated students maintain a strong wish to be included with the students attending the regular upper secondary school.

The purpose of this study is to understand how teachers in the preparatory class and regular class, in the meeting with newly arrived pupils, plan and carry out their teaching. This in order to facilitate social interaction and learning in the classroom, from an intercultural perspective. The examination was conducted through interviews with four teachers from the schools that I selected. The teachers gave their perspective on their approach to newly arrived pupils, through interviews. The result shows that the teachers have ambitions to start from the newly arrived pupils' own ideas and from their prior knowledge.

Today, social media is used mostly by people in their private life. However, companies are more and more tapping into the area of social media. To this date, mostly B2C companies have been successful in their social media strategies. This qualitative thesis aims to investigate how B2B companies can benefit from using social media as a means to communicate and build relations with their customers. The medtech industry has been chosen as the object of study.Through depth interviews with people in the medtech industry and social media experts, data has been collected in order to answer the questions of (1) how ready customers in the medtech industry are to receive information through social media and (2) how companies can build the best possible social media strategy.

Denna rapport redogör för användandet av två varianter av utfyllnadstext som används inom interaktionsdesign: lorem ipsum samt typsnittet Blokkfont Neue Regular. Syftet är att lyfta fram ett befintligt alternativ till lorem ipsum, redogöra för uppkomst samt användningsområden för dessa två. För att bäst illustrera exempel har jag valt att redovisa detta med wireframes som representerar en textintensiv digital miljö.Alternativet till lorem ipsum som jag valt att studera, är ett typsnitt som närmast kan liknas vid en markeringstext i form av enfärgade fält som motsvarar respektive bokstav och som tillsammans bildar en enhet. Dessa alternativ används istället för originalcopytexten av två anledningar: antingen för att originalcopytexten saknas, alternativt för att den anses distrahera testpersonen att fokusera på textens innehåll framför för interaktion.I denna rapport kommer jag presentera uppkomst och användande av lorem ipsumtext och typsnittet Blokkfont Neue Regular, och med hjälp av litteraturstudier och stilprover bidra till en större förståelse kring vilken roll dessa platshållare spelar trots att de gör sitt bästa för att inte synas..

One of the essential needs of human beings is to be involved in a social context. The intention of this study was to see if the opportunity to have an iPod Touch, could make it possible for students with literacy difficulties to participate in the regular classes and if the implementation of iPod Touch in the school setting would result in informal learning outside the school. In this case study two pupils with literacy difficulties have been using an iPod Touch in their daily school activity. The pupils as well as their teachers have been interviewed about their experiences of implementing iPod Touch as a tool in the regular classroom teatching. The results indicate that iPod Touch can help students to be in inclusive education and that they use the iPod Touch outside school.

The purpose of this thesis was to examine café owners perception of customers expectations and what they think the interior means to the service quality. It also aims to examine how café owners use the interior to create service quality. In order to examine this, a case study was conducted based on interviews with two café owners. The study showed that the café owners take the customers expectations into consideration. It showed that they think the expectations were affected by which purpose the customer had with their visit.

AimThe purpose of this degree thesis was to find out what strategies and behaviours earlier overweight individuals have used to maintain their weight loss.- What strategies did the participants use to loose weight?- Which behaviours are related with maintained weight loss?MethodThe study is based on an encase research with earlier overweight individuals who had lost weight with help of the Cambridge method. The chosen population who further more had maintained their weight for over one year have answered questions about their successfully maintained weight loss.ResultsThe results are based on 32 overweighed individuals, 9 men and 23 women, who had maintained their weight loss for over one year. After the initial weigh loss by help of the Cambridge method their main strategy was to change eating behaviour ? by eating on regular schedule, choose food with less fat ? and to increase their physical activity.