The purpose of this thesis is to compare if a charter company's attitude and vision of service can be reconciled with the attitudes and visions that the customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by interviews, focus groups and observations. The framework is theories on the subject of customer satisfaction, quality of service at customer meetings, Self-Service technologies, quality assurance and gap in service.The study has concluded that the approach to service is relatively equal between the company and customers, but the future visions differ. Focus group participants have been thinking bigger and further into the future, while the company focuses more on specific functions.

Companies in the western world can no longer compete by using traditional means such as product and price since the commerce of services continually grows. To avoid similarity and increase competitive advantages modern companies have to be more specified. The competition between companies has increased and customers are harder to reach. Customers of today can afford luxury but trend indicates that originality, identity, and status are more important than factual needs. Products created and consumed at the same time within the service market are often very homogenous (similar).

Since companies have realised the importance of customer loyalty and since the service sector has gained higher significance in recent years, we found it interesting to study what leads to customer loyalty in service companies. The theories we have chosen to consider are customer loyalty, service quality, service guarantees, affinity marketing, loyalty programmes and customer clubs, the customer in focus and other factors that influences customer loyalty. To find out how service companies are working with cus- tomer loyalty, we have conducted a case study within three service companies. Our findings are that customer loyalty has a significant importance for the companies we studied. Quality and personnel were the factors we found had the greatest impact in service companies concerning customer loyalty.

Technological developments have affected many different areas. Something that has undergone major changes in this respect is gambling. Because of technology, the accessibility to games has never been greater. Using smartphones, tablets and online casinos makes it possible to play virtually any time of day no matter where you are. This development has caused that more people, got stuck in a gambling addiction which have become an increasing problem in the last decade.

This report is focusing on problems with introducing standard enterprise resource planning systems (ERP) in businesses. A study has been carried out on a service and support department at a Swedish heat metering company, SVM North Node. The study aims to help the company become a better customer in choice and customization of a new ERP system. We make a description of the department studied and the work carried out there, on the basis of learning, knowledge and cooperation. As a final point we present some ideas on how computer systems could support their work, hoping that this will result in them making adequate demands on a new ERP system.

Spotify is a music service that offers on-demand streaming and is available in several countries worldwide. As the company and the interest for it grows, more and more parties are involved and those involved, including the record labels want to control and get an overview of their products. They want to be able to see, for example, when a product is available on Spotify and in which countries.Spotify is in May 2013 in process of developing a to be used by administrators on Spotify in order to meet the record labels with the information requested. The new software intends being used by administrators but also by the record labels so that they will be able to overview their products availability.We were asked by one of the developers to conduct user interviews and tests to result in a design proposal on how the display page of information about a product could be visualized more clearly so that it suits both record labels and employees at Spotify. The results of our contextual interviews were translated into a prototype with two display pages.

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.

Denna uppsats redovisar en studie av normer i interaktionsdesignen av svt.se, som ett exempel på en nyhetssida av public service-karaktär. Uppsatsen syftar till att undersöka och belysa sociala normer och hur de bäddas in i designen. Vi ville också undersöka och utvärdera metoder och ramverk för att studera webbplatser och dess interaktionsdesign som kulturella uttryck och bärare av sociala normer. För att belysa studiens syfte har vi använt oss av de riktlinjer för tillgänglighet i webbgränssnitt som SVT förhåller sig till i designen. Studien utgick från en multimodal analysmetod för webbplatser och grounded theory.

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.

ABSTRACT Title: The new Public ServiceAuthors: Hanna Haeggström, Sara Marklund, Madeleine OlssonLevel: Bachelor thesis in Media and Communications Studies Supervisor: Olof HulténLocation: School of Communication and Design, University of Kalmar, spring 2008Language: SwedishNumber of pages: 55There is an ongoing change of the media industry where new types of media emerge as a result of technological advancements. The audience and their use of the media have changed where available range has expanded while the size of the audience has remained the same. For media companies this implies a fight for the audience, where the right approach is vital for keeping as well as attracting new customers. Public service is an issue under current debate and its future role in the media industry has been brought into question. This survey investigates the roll of public service in Scandinavia in a new and changing media industry and how they should act to be important for their audience.

Inom Service Management, dyker problematisering kring prissättning av tjänster upp. Likväl ses den problematiken inom den grafiska- och konstnärliga branschen, en bransch som allt för ofta glöms bort i det sammanhanget. Kreatörers arbeten syns överallt runtomkring oss och deras arbete är av stor betydelse i dagens samhälle där Design Management har kommit att bli allt viktigare.I den grafiska branschen finns ingen tydlig koppling som i den traditionella prissättningen där produktionskostnad och pris samspelar. Det är betydligt besvärligare att sätta ett pris på en kreatörs arbete då det innefattar långt mer än slutprodukten. Syftet med den här studien att ta reda på hur den problematiken ska kunna lösas för kreatörerna.Syskonen Brogren är en byrå inom grafisk designverksamhet och det allra största problemet de upplever är prissättningen.

Att designa en generell och utbyggbar mjukvara är inte enkelt, då det krävs en bred kompetens inom många olika områden. Vi belyser i detta arbete en del av problematiken kring design. Utgångspunkten är ett praktikfall vars målmiljö rör processer och integrationer. Huvudfokus ligger på designmönster, men även en bredare genomgång av ämnen så som utvecklingsmetodik, Service Oriented Architecture (SOA), Web Services (WS) och utvecklingsmiljöer presenteras. Arbetet bedrivs i enlighet med riktlinjer från Rational Unified Process (RUP) och slutprodukten är en checklista på tre punkter.

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.

This paper works as an assignment from the Video On Demand Company Headweb, who wanted aninterface analysis of their own and their competitors VOD services. The purpose is to help Headwebwith their own interface by studying theirs and others interfaces and make an analysis on how theyfunction, how they look and how good the usability is with every service, with hope to findsomething that could make the VOD service of Headweb better.I have also studied how the interfaces of the VOD services look on different platforms, to see howthey are designed as a whole. This has been an expert analysis where I have studied the differentVOD-services by myself, without any external users.To find advantages and disadvantages with the services and their platforms, I have used differenttheories, models and design patterns to frame areas such as filmsearch, categorization, registrationand navigation. I have compared the VOD services with each other and drew conclusions for eacharea to see how the interfaces differ between the services, but also between platforms.My analysis has shown that all VOD services in this project have a very unique interface, eventhough they all have the same goal, to allow the user to control their viewing of film. They usevarious functions and structure and use their own page names and categorizations.