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.

Around year 2004, a new service was introduced on the Swedish housing market with the purpose of increasing the sell price, namely homestaging. Homestaging means that a home gets in order before a open house, for example by removing personal affections or the leasing of new furniture. The phenomenon originates from the United States, where it has existed for several decades.Most components, but not all, that is included in the homestaging concept is tax-deductible and this has lead to several questions around the law and foremost within tax law. To elucidate this complexity of problems around the right to deduction for homestaging, the Swedish tax agency, Skatteverket, has formulated a letter stating the authority?s attitude towards the phenomenon.

The overall purpose of this study is to make a survey of the extent as to which youths have witnessed acts of violence and or violence in close relationships, and which underlying factors, sex, class, and ethnicity ? characterize youths with such experiences. The study also aims to explore their attitudes and strategies and what the consequences are for youths of witnessing acts of violence, with respect to attachment to adults and other social networks. The primary data have been collected in two upper secondary schools. The study includes 101 students.

Uppsatsen syftar till att ta reda på vad ungdomar uppmärksammar som offentlig konst och vad är det som gör att vissa konstverk får mer uppmärksamhet.Jag har genomfört intervjuer med personer som befinner sig på campus i Växjö eller runt Växjösjön som sedan analyseras. Den här uppsatsen har främst fokuserat på ungdomar.För att ungdomar i min studie ska uppfatta något som offentlig så måste den stå utomhus. Den ska finnas i en miljö där man lätt kan se den, även på långt håll ska man kunna urskilja att där står ett konstverk. Verket måste vara stort. Färgen på verket bör bryta mot miljön för att den ska vara mer utstickande.

The web is a constantly growing medium that presumably plays an increasing role in public library reference services. In order to provide high quality reference service the librarians need to be able to master this medium. Therefore it is interesting to get an understanding of how librarians actually use the web. The aim of this Master s thesis is to investigate what web search tools are used by public librarians in reference service. Furthermore, the aim is to get an understanding of how the librarians think about those tools and what background factors influence their selection of tools.

This thesis discusses the representation of bodies in todays non-fiction television in Sweden. I have chosen to focus on deviant bodies (sexual, deformed or unhealthy) on display in reality-shows and documentaries on SVT, TV4 but especially on the commercial channels TV3 and Kanal5. Also discussed are the viewers emotional and bodily reactions. Altough these shows are different from one another in many respects, I argue that there is also a common thread between them. From a sociological and cultural perspective, and with help of some historical examples, I try to illustrate how we view these shows and what their function is.

The aim with this independent degree project of master thesis is to find what the user opinions of the intranet in a county council is. The paper seeks how the question about how the culture in the organisation was affected by the use of the intranet. An important part is to explore the expectations and acceptance of the intranet and get a picture of which functions and services support day-to-day work with good quality. One goal is to find out how the intranet users feel that the communication, information and usability can be developed.The focus group interview is a qualitative method that has been applied for gathering data from the respondents, who participate in the investigation from the county council. The used method is unstructured focus groups containing the three dominating categories of staff in the county council.

En sammanfattning av uppsatsen på maximalt 8000 tecken.This thesis is mainly dealing with the mobility of the employees within the borders of the European Union. Legislative framework from the EU is favourable and the Commission has set as one of it goals to promote the migration. Globalisation trends and contemporary business concepts need people who are mobile on the other hand. But migration numbers are still low within Europe. The purpose of this thesis is to find out how much the legal uncertainties, and the different culture mentality in the workplace of another country act as barriers in the minds of the people who wish to work abroad.

The thesis aims to investigate the farmer?s perception of currency hedging and interest rate bonds and to investigate the farm size of companies categorized by number of acres, has no effect on this. The work also aims to gain an insight into what active farmers consider to be important what to consider when they choosing a bank and a personal banker. The work is based on the survey and has been supplemented by a literature review on the subject. For the survey were selected out randomly 50 farmers with Agriculture and Rural Management education. The requirement of the farmers was that they should be farmers by profession, and also made sure that the farmers of various sizes came with. We got a total of 32 responses within the set response time we said, which was better response than we expected. When the final result came we ranged the farms in a size range. We found out that all farmers in the study diligently follow the market and are easy to assimilate new ideas, providing opportunities to profitability of their business with the different instruments that are available on both the financial level and farm level. The investigation revealed that the major in favor of having a personal banker. They think it´s good to have a special plug to turn to who has knowledge and experience of how the agriculture sector operates.

The aim of this study is to describe how nature is portrayed in swedish poet and critic Aase Berg?s two earliest poetry collections, Hos rådjur (1997) and Mörk materia (1999), and how it relates to notions of humanity, culture and civilisation. The concept of ?nature? is problematized in a short survey of how it has been used by and critizised in ecocritical literary theory, which is used as the main theoretical framework for this survey, with an emphasis on selected theoretical concepts by Donna Haraway. As a methodological starting point, ?nature? is tentatively defined as ?that which does not let itself be subsumed under the human, culture or civilisation?, and this definition is contrasted with how the concepts are handled in the texts.The investigation shows that the relationship of nature to the human is a fundamental theme that provides a structure for both poetry collections.

This study was performed in collaboration with Moelven Skog AB, Örebro district. The purpose of the study was to review existing literature in order to describe the current status of harvester based measurement technology as the way to provide information for calculating payment to the forest owners. In addition to this, a short survey was conducted to find out how a switch to harvester based measurement would affect the administrative workload on timber purchasers working for the district. The literature study shows that the harvester measurement technology is ready to use if it is combined with well-established routines for control of the harvesters, methods for automatic quality indexing of the timber and ways of creating pricelists specially adapted for harvester measurement. Pricing each stem seems to be the most promising method. Stem pricing has several benefits.

 Performance appraisals- a study of the performance appraisals significance as a tool for development in the public sector.Anders Larsson and Åsalill OlssonPerformance appraisals have been given a central role in leading businesses in the public sector and are seen as a tool to create development opportunities and achieve better results. This has resulted that performance appraisal in many organizations takes up capacity and time. This was the starting point of our interest to study whether the time spent on performance appraisals effectively pays for itself in the organization, in other words whether the effects expected actually are achieved. The paper examines first line managers` views on staff appraisal purposes and effects of a function within the Landstinget. The survey design, methodology and transaction are of qualitative and quantitative method with three different sources: literature review of previous research, interviews with first line managers in Landstinget Västmanland and the results from an employee satisfaction survey conducted on behalf of Landstinget Västmanland.

A variety of demands have to be considered in the design of a new opera house in Galärvarvet. All possible viewpoints are important to be aware of, as is the need for the new building to be a contrast to the already existing opera house in Stockholm. The restricted site also makes a multitude of demands on the building's design.By rationalizing the layout and structure and also by making the footprint smaller, the complex building of over 30 000 square meters can be fitted and blended into the existing physical context. Unlike the existing opera house in Stockholm, the new opera house shows the rationality and the advanced technology that lies behind the scenes and becomes the character of the entire building. Through the dynamic façade, the new opera can convey any character it so desires, just like scenes do through different settings.

The purpose of this essay is to study causes for the lack of political trust in Europe and especially in Sweden. The essay starts with a presentation of two theories about the reasons for low political trust. Robert D. Putnam among others presents a theory that gives social capital an important role when viewing the low political trust. As Putnam sees it a person that participates in any kind of organization, political or not, develop trust for other human beings that in the long run affects political trust.

Regelbunden fysisk aktivitet motverkar en rad fysiska och mentala sjukdomar. Hälsovinster av fysisk aktivitet är bland annat en högre funktionell muskulär- och kardiovaskulär kapacitet samt en högre livskvalitet. Stillasittande och inaktivitet kan leda till övervikt, kardiovaskulära sjukdomar, cancer, psykosociala problem och metaboliska sjukdomar.Mellan män och kvinnor finns fysiologiska skillnader som visar sig i kroppsstorlek och muskelmassa. Detta ger generellt sett kvinnor mer flexibel fysik medan män är fysiskt starkare.WHOs rekommendationer om daglig fysisk aktivitet är 150 min/vecka av moderat aerobisk träning eller 75 min mer ansträngande aerobisk träning. Styrketräning som involverar större muskelgrupper rekommenderas i åldrarna 18-64.