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 aim with our study was to understand former addict´s experience of social networks from the Lewi Pethrus foundation (LP foundation) aftercare. The method we have used is qualitative semi-structured interviews. We have interviewed eight persons, four men and four women. They have all been in contact with the LP foundation and are today drug free. The result of the study has shown that the fellowship, in the different social networks have been very important to maintain a drug free life.

Testicular measurements and daily sperm output (DSO) are important factors affecting reproductive capacity of stallions. In the present study testicular measurements of 10 Swedish half-blood stallions were determined (height, length, width and volume). Ejaculates were collected from each stallion once daily for 10 days to evaluate some important seminal characteristics: gel-free ejaculate volume, sperm concentration, percent progressively motile spermatozoa and total number of spermatozoa (TSN). The gel-free ejaculate volume was measured with a graduated cylinder, the sperm concentration was counted in a Bürker chamber, the sperm motility was estimated in a phase-contrast microscope and TSN was determined by multiplying the gel-free seminal volume by the sperm concentration. Testicular measurements were as follows (left and right testis): height 7,5 cm and 7,8 cm, length 10,6 cm and 10,8 cm, width 6,5 cm and 6,6 cm, volume 278,2 cm3 and 293,8 cm3, scrotal width 12,3 cm and total testicular volume 572,0 cm3 .

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The avowed aim in this project was to see how the Swedish egg production is today. My first question was if the Swedish egg producers egg production turn a profit. I have done five after calculation at five different egg producers with different systems from case to case. The difference has been the living system, the fodder and the egg price. They made a report in Uppsala, Sweden (Hoffman & Andersson, 1996), where the look forward to a Swedish cage ban and made calculations after that coming ban. After that they lift the Swedish ban of cages and the egg producers could invest in new cages who called the decorated cage.

The aim of the study was to investigate peer interaction among toddlers 12 to 30 months of age and the teachers? ways to direct the children?s play in outdoor free play situations in a Swedish preschool. Data was gathered through direct observation, and the phenomenology of Merleau-Ponty in combination with the assumption of children as social actors built the theoretical framework of the study. The results showed that the toddlers used different strategies to invite peers to interaction and made use of strategies in entering ongoing play that previously have been observed among older preschoolers. These strategies, bodily and therefore in accordance with the phenomenological approach, support the assumption of toddlers as social actors that actively engage in and make sense of their life worlds in the preschool.

AbstractPurpose/Aim: To study how Piratbyrån argues for a free distribution of information and culture products and to find a possible ideological explanation for their argumentation.Method/Material: I have used a rhetorical analysis to study and describe Piratbyrån´s website, a website that promotes free distribution of information and culture products. I have done so to find out how Piratbyrån argues for a free distribution and to find out what ideological foundation their argumentation is based on.Main results: The main results of the study show that Piratbyrån uses a variety of rhetorical techniques depending on the subject and purpose of the analyzed text. Their main arguments both promote their own thesis and argue against the copyright industry. The main part of the argumentation is based on logical and factual arguments, but parts of it also rely on an emotional appeal to the reader?s heart in order to persuade.

The EU- citizenship was established in the Maastricht Treaty in 1993. This citizenship involves rights to free movement, election rights to the European Parliament, diplomatic protection and the right to petition to the Ombudsman. In my analysis I discuss the implications of the EU- citizenship for the individual. The development and legal status of the union citizenship is examined in order to give a general understanding of the implications. In addition, I conduct a case study concerning the EU- citizenship's impact on workers rights.

In this thesis, the introduction of smoke-free restaurants and bars in several EU Member States in a policy convergence perspective is studied. The thesis sets out to explain whether policy convergence has occurred and the possible explanations connected with it. It is stated that 15 out of 25 EU Member States had introduced or decided to introduce smoke-free restaurants and bars up to April, 2006. Out of all the countries in the world, 35, including the EU Member States, had introduced or decided to introduce smoke-free restaurants and bars. The result is analysed by using policy convergence theory and by putting the case in a global environment where tobacco control has become an ever more central theme for public health policy.The EU Member States are different in several ways considered to be important factors for policy convergence, such as cultural, institutional and socio-economic similarities, and the conclusion is made that EU membership has been a most crucial factor for the rapidity of the policy diffusion.

In 1995 something happened that radically changed the European football. This was the arrival of the Bosman ruling, a decision made by the European Court of Justice which meant that players with an expired contract could change clubs for free and that the European Union's internal market including the free movement of labour was now a part of the European football. The effects of theBosman ruling are wildly discussed today. Many powerful people in the European football mean that football now is less competitive than before, that there are a small amount of teams that actually have the ability to win any trophies. This bachelor thesis is studying the effects of the competitive forces in football after the Bosman ruling as a case of the free movement in the European Union.

Internet and the digital channels for distribution have meant big changes for the musicindustry. The physical record that has been symbolising this market for a long time is slowlybeing replaced by digital based music. The technical progress during the last ten years has ledto a democratization of music production. The amateur musicians of today can produce highquality music on their laptops and later distribute it via free music sites. MySpace andYouTube are two of the biggest sites for this free distribution and is therefore my main choiseof study.The purpose of this essay was to find out how and if these changes have made a difference formusicians without a record deal to reach an audience by themselves.

The school can be seen as a place that reflects the wider community. Here is a school welfare officer an important representative of the school social work. The main subject of our study is to clarify how the school welfare officers? talk about documentation in the individual meeting with the pupil. Through individual interviews with five school welfare officers in elementary schools in three municipalities in the southern part ofSweden, we have attempted to explore these main research question.In addition to qualitative interviews we have accomplished a survey study that included 178 school welfare officers throughout the country.The result of our two studies demonstrates the school welfare officers? free work where the choice to document or not is wide.

The purpose of this essay is to examine how young members of Free Churches relate to issues connected with lifestyle and identity, based on the changed conditions for the self in late modernity. More specifically, I want to examine how they deal with the increased degree of detraditionalisation and institutional individualization in late modernity.My research-question is:How do young members of Free Churches relate to issues connected with lifestyle and identity, with the increased degree of personal freedom and institutional individualization in late modernity as a starting point?The empiric part of the essay is carried out by qualitative in-depth interviews with five young members of Free Churches. These semi-structured interviews are focused on a number of different areas of the changed conditions for the self in late modernity.My theoretical perspective has been constructed from the theories of Anthony Giddens, Zygmunt Bauman, Ulrich Beck and Elisabeth Beck-Gernsheim. From these theories a focus on certain relevant areas of the condition of the self in late modernity, has developed.

Purpose: The purpose of this study is to do a brand survey of Metro in Karlstad. The study will originate from the terms ?brand identity? and ?brand associations?, where the brand identity is the organization?s desired view of the brand, and the brand associations define the associations held by the consumers.Issues: What is Metro?s brand identity? What are the brand associsations of Metro in Karlstad? How well do the brand identity and the brand associations correspond?Theoretical framework: The study is done from the perspective of media and communication studies, where the theoretical terms are defined from literature regarding brands.Method: The study is carried out using a qualitative document analysis, interviews, and a quantitative survey. The document analysis was made on Metro?s own documents regarding values and target audience.

This paper is built on a studytrip to north India i made under the autumn 2005. The purpose for this trip was to give me as a teatcher an experience and insight how to work with art in another culture. I´ve been in ?Upper Dharamsala? even called Mcleod Ganj and visited art schools and a great artist . Too implement my investigation i have made interviews and observations in schools and i also hade the chance to spend a hole day with a great artist in India, my impresions was many, and i learned so mutch with this yourney.