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.

Vaccinology is an ever expanding field. As a member of the veterinary staff it is important to stay up to date with the continuous new scientific data and recommendations that affect the care that our companion animals receive at the veterinary clinic. This paper presents adverse vaccination reactions, their cause, risk factors and suggestions how we can minimize the risk of adverse vaccine events in dogs. Dog owners in Sweden were allowed to answer a questionnaire about adverse events following vaccination. Lethargy, edema and pruritus were among the most frequently seen adverse effects.

Surgical site infections are a recurrent problem in veterinary medicine. A 2-5 % infection rate in clean surgery has been reported. During the last years the increase in methicillin resistant staphylococci has also taken its toll on veterinary medicine, demanding a stricter hygiene and antibiotic regime. The 2008 outbreak of methicillin resistant Staphylococcus aureus (MRSA) at the University animal hospital, Swedish University of Agriculture indicated that that the MRSA problem was now a real, possibly zoonotic problem.Since the first dog, in Sweden, was diagnosed as a carrier of methicillin resistant Staphylococcus pseudintermedius (MRSP) in a study in 2006, the infection rate by this bacterium has increased. In 2009 (January 1st - December 2nd) the National Veterinary Institute (SVA) has identified 58 samples as MRSP positive.

It is a well known fact today that suffering due to skin disorders is one of the most common causes to veterinary calls. For the Doberman breed included in the group of working dogs, the frequency and distribution of the different skinrelated diagnoses that causes visits to the veterinary clinics remains undocumented. The purpose of this study was to evaluate the frequency of skinrelated problems causing veterinary visits of Doberman at four different veterinaryclinics in Sweden retrospectively, and compare these results with dogs in general and three other working dog breeds with the help of information collected from Agria - a Swedish animal insurance company. The total amount of veterinary calls that were registered at the clinics in question during the time of the study was 2460 visits. From these, 658 visits were due to skinrelated disorders, which amount to 27%. The most frequent cause to skinsuffering was injury caused by trauma, 15,7% of the Dobermans that were included in the study were affected, the second most frequent cause was inflammatory and infectious skin problems with 12,3% followed by neoplastic changes in the skin with 7% of the Dobermans affected.

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.

We know that more than 2/3 of insured dogs in Sweden are put to death by a veterinarian, which means that almost one third are killed in trauma, lost or die in some other way. An unknown number of these are killed by their owner with no veterinarian involved. This graduate thesis contains a specification of the laws that control euthanasia of dogs and cats in Sweden, and the veterinary medical basics on how to perform euthanasia. The objective is also to give understanding on how pet owners choose to put their animal to death and why, and to discuss whether that is an animal welfare problem. It is legal to kill dogs and cats by shooting, using a sporting gun, provided that it is done according to laws and regulations.

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 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 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.

BACKGROUND Until 1988, it was forbidden to neuter male dogs in Sweden without a veterinary medical cause, so there is clearly no long tradition of this procedure in healthy dogs. According to the website of The Swedish Kennel Club (SKK), February 11, 2011, there has been an increase of castrated male dogs in Sweden. They see this increase as worrying, especially in cases of the less common breeds, where it is most important to maintain the gene pool. The SKK expresses concern that castration is used as a tool to influence the personality of dogs, instead of training and education of the dog. They write that castration should be preceded by a discussion initiated by the veterinarian, where the pros and cons of castration are weighed against each other.

During one week (9-13 May, 2005) the use of veterinary diets for the hospitalised patients att the University clinic was registered. The animal owners were interviewed by telephone six months later about the feeding after coming home. Four out of ten animal owners answered yes to the question if the veterinarian had asked what food their animal normally consumed. Out of 35 animals, 15 (43%) were prescribed to a veterinary diet. Among cats it was 8 out of 14 (57%) and among dogs it was 7 out of 21 (33%). Four animals out of ten were recommended a veterinary diet when going home, but 20% did not follow the recommendation all the way through and stopped feeding their animal the veterinary diet. Reasons that were given was that the diet didn't last the entire period, that the animal didn't need the diet anymore according to the owner and one dog that became to lean when fed the diet. The diagnosis for these three dogs was vomiting, foreign body in the digestive system and bloody diarrhoea.

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.

India is home to every sixth person in the world, some 30 million dogs and a quarter of the total world cattle population. A vast majority of Indians are Hindus, and even though the Hindu religion proclaims love, nurturing and worshipping of animals, sometimes the same religion constitutes an obstacle for animal welfare in practice. This paper investigates the significance of historic and religious symbols to the way animals are perceived in modern Indian society, as well as the different social factors which underlie attitudes to animals. The concept of karma, as well as that of good versus bad deaths, is probably the foundation of the general Hindu reluctance to euthanasia in any form. Although in theory all species are generally regarded as equal in Hinduism, in practice there seems to be a differentiation; for cultural, religious, medical and financial reasons.

Title: Television in the Service of the Public - a Study of the Public Service Concept(Television i allmänhetens tjänst - en studie av public service-begreppet).Author: Daniel FärnstrandAim: To describe the ideals, or principles, that the Public Service Ideology or concept of Pub­lic Service is based upon. The two main questions the paper aims to answer are thus:· Which principles should, according to the theoretical norm, guide Public Service activity?· Which principles guide Public Service television in Sweden today, according to the actual guidelines for the Public Service organization SVT? Method / Material: A study of relevant literature is carried out. Further, the actual guidelines for SVT are summarized. The normative guidelines are then also summarized, and a compari­son is made between this summary and the actual guidelines for SVT.Main results: Although a comprehensive definition is hard to find within the theoretical frame­work, a summary of the theoretical ideal is carried out.