As self-service technologies become more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences between automated and interpersonal service encounters in the initial part of a service provision are examined in terms of customers? evaluation of the service encounter itself, overall satisfaction, as well as the service encounter?s impact on global evaluations and evaluations of other non-dependant service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the service.

Studiens syfte a?r att underso?ka pa? vilka sa?tt sa?ngpedagogerna kommunicerar med eleven: vilka kommunikativa verktyg anva?nder sa?ngpedagogen och hur kombineras dessa i olika handlingsmo?nster. Studien begra?nsas till att analysera den del av sa?nglektionen som specifikt handlar om o?vningar. Studien analyserar inte kommunikationens effektivitet, utan fokus ligger pa? att kartla?gga kommunikationen i tidigare na?mnda del av lektionen.

Big data och datautnyttjande blir allt mer popula?rt bland videotja?nster pa? internet. SVT Play a?r en av de Play-tja?nster som har mo?jlighet att utnyttja mer data a?n de go?r fo?r tillfa?llet. I detta arbete var ma?let att underso?ka hur SVT kan fo?rba?ttra sitt datautnyttjande och genom det utveckla SVT Play.

Every business is subject to service failures. The process of correcting these failures and turning disappointed customers back into happy ones is called service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisfied. To further complicate things, service recovery is a process where you may have to correct errors of others - people beyond your control. The research field is relatively new and there are no turn-key solutions as to how to systematically work with service recovery.

The aim with this study is to identify and discuss discourses in public service policy documents to clarify that public service policy is political and not self-evident. The study's theoretical as well as methodological starting point is the discourse theory of Laclau and Mouffe, which ontological position is that all meaning is constructed by discourses. In the studied material, two discourses have been identified in policy concerning the content in public service media. The responsibility-discourse construct meanings of what content the policy wants to see in public service media and in the quality-discourse meanings of how the content should be is constructed. Public service policy is consistent over the period that has been studied and the study shows that there is consensus in the parliament about the regulation of the content in public service media.

Fo?ra?ndrade konsumtionsmo?nster som ga?r fo?retagen fo?rbi kan i la?ngden visa sig o?desdigert och det a?r da?rfo?r viktigt att identifiera dessa fo?ra?ndringar och analysera vad de inneba?r fo?r de inblandade. I dataspelsbranschen har ett nytt konsumtionsmo?nster va?xt fram da?r ma?nniskor i allt sto?rre utstra?ckning intar en a?ska?darroll ista?llet fo?r att sja?lva delta i spelandet. Elektronisk sport eller e-sport som det har kommit att kallas lockar miljontals tittare va?rlden o?ver och har bo?rjat fa? en betydande roll inom dataspelsbranschen.

Molntja?nster av olika slag har blivit allt vanligare i samha?llet de senaste a?ren. Bland de mest anva?nda molntja?nsterna finns Dropbox, Microsoft Azure och Amazon Web Services (AWS). Den sistna?mnda molntja?nsten a?r na?got som fo?retaget Infor har fa?tt o?gonen pa?.AWS erbjuder inte endast datalagring som Dropbox go?r utan a?ven dataexekvering, databaslo?sningar, na?tverkslo?sningar, driftsa?ttning och hantering av datorsystem.

F?ljande rapport har till syfte att klassificera alla 17 tapetgrupper. Metoden f?r att uppn? detta resultat ?r huvudsakligen inspirerad av [1] samt [8] och genomf?rs med stort fokus p? geometriska argument. Arbetet inleds med att h?rleda och anv?nda principer inom Euklidisk geometri f?r att unders?ka egenskaper hos isometrier, som utg?r strukturbevarande transformationer av m?nster. Detta kulminerar i en sats om att varje isometri kan faktoriseras entydigt som en translation och en ortogonal transformation. D?refter unders?ks gruppstrukturen hos grupper best?ende av isometrier.

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.

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.

Denna uppsats unders?ker DRT-tj?nsten Teletaxi i Odense, Danmark f?r att se hur tj?nsten f?rh?ller sig till h?llbar mobilitet och socialt h?llbar tillg?nglighet. Vidare syftar studien till att unders?ka hur resm?nster hos de boende i omr?den med Teletaxi f?r?ndrats sedan implementeringen av tj?nsten. F? studier har gjorts om DRT-tj?nster i icke-urbana omr?den och de som gjorts utg?r ofta fr?n ett ekonomiskt eller milj?relaterat perspektiv, d?r de sociala aspekterna g?llande h?llbarhet inte tas i ?tanke.

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.

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.

Befolkningen i Sverige o?kar stadigt och fra?mst bland de a?ldre a?ldersgrupperna. Prognoser visar att 25 % av befolkningen kommer att utgo?ras av pensiona?rer a?r 2040. Den o?kade andelen a?ldre sta?ller ho?gre krav pa? fo?retagen pa? bostadsmarknaden da? behovet av tillga?nglighetsanpassade bosta?der o?kar.

Befolkningen i Sverige o?kar stadigt och fra?mst bland de a?ldre a?ldersgrupperna. Prognoser visar att 25 % av befolkningen kommer att utgo?ras av pensiona?rer a?r 2040. Den o?kade andelen a?ldre sta?ller ho?gre krav pa? fo?retagen pa? bostadsmarknaden da? behovet av tillga?nglighetsanpassade bosta?der o?kar.