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 purpose of this thesis is to investigate the functions of the public library for parents of infants and how they see the ideal library. The research questions are: How do parents of infants use the library and what are their experience of it? What opinions and wishes do parents of infants have regarding the library? How can library services be developed to better match the needs of the parents of infants? The theoretical approach is based on Marianne Andersson and Dorte Skot-Hansen?s model of the public library?s functions and the model of classification by Ellen-Merete Duvold and Gunnar Sæbø. To answer my research questions I have carried out three focus-group interviews with parents of infants. The study revealed that the public library functions as a cultural centre, a social centre, a knowledge centre and, to a certain extent, an information centre for the parents.

Businesses role in society is changing. Corporations are expected to take responsibility, not only for their traditional business conduct, but also for social and political issues. A rise in globalization and international trade has led to an increased interest in the concept of CSR. Accordingly, stakeholders are expecting multinational companies to be accountable for existing issues in developing countries. New business models are needed to meet increased expectations of responsibility and shared value creation. Based on an understanding of the need for new business models a multinational corporation is studied in a local context, where a radically new way of doing business is developed.

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.  .

Papperskoncernen Stora Enso har sedan år 2002 påbörjat arbetet med en process förkostnadseffektivisering. Konceptet benämns Stora Enso Shared Service (SESS). Skalfördelarska fås genom att funktioner hos dotterbolagen flyttas till gemensamma Service Center.Enheter som lyfts ur är framförallt administrativa tjänster där varje center ansvarar för enspecifik administrativ tjänst. Vad som sker är alltså i grund och botten encentraliseringsprocess.Hur påverkar då denna centralisering dotterbolaget? Kommer processen att påverkadotterbolagens självbestämmanderätt (autonomi) och entreprenörsanda (initiativförmåga)?Stora Ensos koncernledning vill dra nytta av skalfördelar och på så sätt kostnadseffektivisera.Men de vill samtidigt inte att detta skall påverka dotterbolagen negativt.

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.

En utbyggnad av shared space har skett och sker runt om i Sverige, Europa och övriga världen. Utbyggnaden har föranlett en debatt kring ämnet som handlar om stadens funktion och om människors tillgång till staden utifrån sina villkor. Det finns ett kunskapsbehov i kommunal planering när det gäller utformning och val av plats för shared space, vilket är en av anledningarna till examensarbetet. Syftet är att formulera och pröva en arbetsmodell som kan vara vägledande i arbetet med etablering av shared space, där fokus ligger på prioriteringar mellan användare och begreppen: stadens karaktär, tillgänglighet, trygghet, trafiksäkerhet och miljö. Dessa utgör kvalitetsbegreppen i planerarhandboken; Trafik för en attraktiv stad.

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.

The purpose of this study is to examine some after-school teachers? perceptions about the outdoor stay at the after-school care centre in the schoolyard and in the leisure- environment.Five semi-structured interviews were conducted with the after-school teachers at five after-school care centres in the Stockholm area.In the theoretical part presents the leisure- governance and ongoing research on outdoor learning, research on the school playground and kindergarten local environment affects children in their development and learning, and after-school teachers? professional identity.The theoretical foundation is based on the phenomenographic approach.The questions are:? What is outdoor education according to the after-school teachers?? According to after-school teachers, what educational opportunities are provided by the schoolyard and the local environment?? How do the after-school teachers use the schoolyard and local environment?The result shows that outdoor education can be a knowledge invigorating complement to the indoor teaching and a way for the after-school centre to supplement the compulsory schoolday. The play outdoors can help to increase children's social development, creativity and imagination. The after-school teachers used the schoolyard and local environment for various purposes which may be due to different circumstances, knowledge and experience to carry out educational activities outdoors. But it may also depend on whether the after-school teacher focuses on the regular school day or in the afternoon at the after-school care centre..

Blood-borne infectious diseases such as Human Immunodeficiency Virus (HIV)and Hepatitis C Virus (HCV) spread when the addicts share needles and injecting equipmentwithin contact networks. A quantitative cross-sectional study was conducted in Winnipeg,Canada in December 2003 - September 2004. Through a special questionnaire, respondentswere asked to answer questions about themselves and about their contacts, about relationshipsand how they shared syringes and other injection supplies. Blood tests were used to identifywhether they carried any blood-borne infectious diseases. We selected some variables from theoriginal data set.

The development of higher education in Sweden poses new demands on higher education libraries. One way of meeting these demands has been to develop Learning Resource Centres (LRC), a concept that is relatively new in Sweden.The aim of this Master's thesis is to identify how the LRC-concept has been designed and integrated in three Swedish higher education institutions: Stockholms universitet, Lärarhögskolan i Stockholm and Göteborgs universitet. The thesis also aims at investigating what the Learning Resource Centres mean to the seats of learning, and in turn, the views of concerned parties in relation to the integration.The method used for the study is qualitative and based on interviews conducted with Learning Resource Centre staff, academic staff and principles or deans. In addition to this, strategic documents from the examined seats of learning are studied.Even though most Swedish Learning Resource Centres have used British Sheffield Hallam University's Adsetts Centre as their model, our study shows that the Swedish Learning Resource Centres of today have developed in various ways, due to local conditions; therefore, there is no definitive model for Swedish LRCs.In our opinion, one of the most important characteristics of a LRC should be its integration in the academic life of its university. There does not seem to be a "recipe" of how to conduct this integration.

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.

Efter bilens ökande dominans i gaturummet går trenden idag åt att ge andra trafikslag mer plats, där ibland gångtrafikanter. Olika strategier finns för att skapa gaturum på de gåendes villkor, ett växande koncept i Europa är shared space.Detta arbete sker i syfte att analysera planering för gångtrafikanter i gaturummet. Två fallstudier har genomförts, en på Skvallertorget i Norrköping och en på Götgatsbacken i Stockholm. Arbetet undersöker hur planeringen skett i de två fallen, om åtgärderna höjt attraktiviteten och säkerheten på platserna och även hur gångtrafikanterna där upplever det.För de båda fallstudierna har planerare intervjuats och kortfrågeintervjuer har skett med gångtrafikanter på respektive plats. Dessutom har egna observationer gjorts.Skvallertorget, en torgliknande korsning i Norrköping, är ett av Sveriges mest kända exempel på shared space.Götgatsbacken, en populär gågata i Stockholm har flera funktioner både som shoppingstråk och cykelstråk för cykelpendlare.

Blood-borne infectious diseases such as Human Immunodeficiency Virus (HIV)and Hepatitis C Virus (HCV) spread when the addicts share needles and injecting equipmentwithin contact networks. A quantitative cross-sectional study was conducted in Winnipeg,Canada in December 2003 - September 2004. Through a special questionnaire, respondentswere asked to answer questions about themselves and about their contacts, about relationshipsand how they shared syringes and other injection supplies. Blood tests were used to identifywhether they carried any blood-borne infectious diseases. We selected some variables from theoriginal data set.

I linje med tidigare forskning bör adoptivföräldrar bli mer öppna för att adoptera ett barn med funktionsnedsättning eftersom det är färre och färre friska barn som blir aktuella för adoption (Glidden, 2000, s.397; SOU 2003:49, s.144-145). Studiens syfte var att öka kunskapen om hur nöjda adoptivföräldrar är med samhällets stöd före, under och efter genomförd adoption av ett barn med funktionsnedsättning. Studiens frågeställning var om adoptivföräldrar till barn med funktionsnedsättning anser att de har fått tillräckligt med stöd från samhället före, under och efter genomförd adoption. För att besvara frågeställningen användes en kvantitativ metod, vilket bestod av en enkätundersökning som var riktad till 31 adoptivföräldrar. Efter inkomna svar gjordes analys av empirin och en resultatredovisning där vi använde teorierna om anknytning och empowerment.