Syftet med denna studie är att utifrån resebyråernas synvinkel undersöka behovet av den fysiska resebyrån med utgångspunkt i kundernas behov av service. Utöver detta undersöks hur resebyråerna tolkar kundernas förändrade köpbeteende.Uppsatsen utgår ifrån en kvalitativ metod. Datainsamling till empirin har skett genom intervjuer via telefon, e-post och personliga möten. De resebyråer som har undersökts är Ving, Apollo, Resecity, Resevaruhuset, Ticket och Koh Phangan. De teorier som använts behandlar konsumentbeteende och distributionskanaler.De fysiska resebyråernas funktion har förändrats i och med den teknologiska utvecklingen.

Många service-företag börjar att i, allt högre grad, mäta kundlojalitet som ett mått på lönsamhet. Samtidigt kommer rapporter om att kundnöjdheten minskar inom många branscher. Ett sätt att öka kundernas lojalitet är genom service recovery, då företag aktivt jobbar med att ta emot och hitta klagomål för att kunna åtgärda dem. Detta eftersom att de på så sätt kan omvända missnöjda kunder till lojala sådana. För att kunna utföra service recovery måste dock klagomålen först och främst komma företagen till känna, vilket har visat sig vara ett problem.

ABSTRACT Title:                                   Leadership within property managementCourse:                              Bachelor Dissertation - LeadershipAuthors:                            Isabell Andersson och Marlene LundqvistAdvisor:                             Ingemar WictorKeywords:                         Leadership, property managementProblem formulation:   How can managers within property management lead their employees to achieve company goals?Purpose:                           Our purpose was to identify similarities and differences between different property managers? way to lead their employees.Theoretical framework:    In our study, we have chosen to use the four basic theories which we found most relevant to the subject after studying literature in the field of leadership and leadership within property management. In the theoretical framework we discuss theories such as practical leadership, motivation and commitment, service quality and communication which are all important components for succeeding with an effective leadership according to O'Reilly et al. (2010).Methodology:                   We have conducted a qualitative study with an intensive format and a deductive approach. The empirical data were collected through six interviews in which we interviewed three managers and a member of each managers? staff within property management companies.Results:                             In our research we have reached the conclusion that all our respondent managers are working to motivate their employees and communicate with them in order to guide them towards the company goals.

The aim of this study was to investigate how individuals perceive the process of sexual/romantic attraction. A phenomenological approach was used, where the participants were asked to reflect as freely as possible upon a question formulated by the authors. 13 persons were selected through purposive sampling, eight men and five women, all between 20 and 30 years old were interviewed but only 8 were analyzed through phenomenological based software MCA-Minerva. The results showed that all participants talked about three steps; eye contact, closing the distance and conversation. In the latter step they differed regarding actions taken to attract.

I hospitalitybranschen arbetas det intensivt med att erbjuda sina gäster så bra upplevelser som möjligt. Nya teknologiska lösningar som påverkar gästers interaktion med branschen utvecklas ständigt, samtidigt som människors levnadsvanor blir allt mer integrerade med det teknologiska. Flera undersökningar visar att just teknologi inkorporerad i hospitalitybranschen är en bidragande faktor för en förhöjd gästupplevelse, men trots det är det få inom branschen som väljer att anamma den. Tron om att den typen av investeringar är allt för kostsamma, okunskap om att teknologin finns och en allt för konservativ syn är tänkbara förklaringar till att stora delar av branschen halkar efter.I uppsatsen redogörs för några i världen pågående trender och en litteraturstudie genomförs för att undersöka hur teknologi kan användas för att förhöja gästupplevelsen inom hospitalitybranschen med hänsyn till dessa trender. Uppsatsen diskuterar hur branschen är på väg att förändras och föreslår ett par exempel för hur ditt varumärke kan hänga med i utvecklingen redan idag..

It has been demonstrated in this study how people working in frontline jobs in service organizations are exercising ?micro power?. The use of ?micro power? is defined as ?to in ones professional role, without objectively defensible reasons, impose sanctions on a customer?. The interviewees are explaining their use of ?micro power? with mood, working conditions, and customers? behavior.

Today the competition in the automobile industry is getting all tougher. The technology behind cars becomes more advanced. To get ahead of competitors car companies has to look into new areas of innovation.One important area is vehicle safety. Bigger companies have come so far in vehicle safety that difference between cars more depends on the car type (size) than the technology behind it.There is one area where vehicle safety that still has great opportunities for improvement, which is in active safety. The term active safety states that the car has the ability to identify treats and automatically respond to the treats.

The aim of this qualitative study was to explore which inner conceptions about the abused older women the professional social workers had and how they experienced the enconter of an abused old woman in an intimate partner relation. The theoretical background is social construction by Berger and Luckmann. This theory was uset to analyze the transcribed interviews. This study is based on nine interviews with five professionals in social services, three volunteers from the voluntary sector and one social worker who worked in a community based support group for abused older women. The result of this study shows that older women were often abused, by a relative they were dependent on, in their home.

Title: Satisfaction and loyalty from a customer viewpoint Level: Final assignment for Master degree in Business Administration Authors: Thomas Blomqvist and Per Nilsson Supervisor: Lars-Torsten Eriksson Date: Januari 2010Purpose: The overall purpose of our paper is to describe Alfas customers based on the level of satisfaction and loyalty. We also want to find out if there are specific characteristics of customers with a high degree of satisfaction and loyalty.Method: We have used both secondary and primary data in the paper. We started with a review of relevant literature to seek knowledge in the field of customer satisfaction and customer loyalty. Thereafter we conducted a prestudy by interviewing three of Alfas employees, and finally we conducted a quantitative survey on Alfas customers. The results were analyzed and compared against current theory of customer satisfaction and customer loyaltyResults & conclusion: The results suggest that Alfa is successful in meeting customer expectations in service delivery, even if we can confirm differences in outcome between the three businessareas.

The purpose of this thesis is to identify and define Key Perfomance Indicators (KPIs) and value adding services which are used to describe the quality of Forias logistics services from different aspects. The KPIs should be attractive to both Foria and their customers, with the aim to strengthen the interaction between both parties.The basis for this work is a research in which a literature review and a survey of the market for Swedish logistic service providers were carried out. An analysis of the present situation of Foria was carried out, where a number of people in the company were interviewed. These elements were used together with definitions of KPIs to perform the analysis of the work.The result of the work is ten KPIs that have been created and developed for Foria and which are considered to be attractive to both Foria and the selected customers. The KPIs are: · ECO-driving (binary) ? the company has ECO-driving-educated drivers· ECO-driving (comparison figure) ? all drivers individual driving and its resulting exhaust emissions are compared· The environmental impact ? a total of exhaust emissions from all vehicles belonging to a single business, measured in tonne-kilometres· Complete order ? portion of fields with accurate information (in an order), with the possibility of error categorization· Delivery reliability ? time difference between expected and actual delivery, average for all orders· On-time ? the number of days and hours of difference between the expected and the actual time, for all activities of the order· On-time (activity) ? the number of hours and minutes of difference between the expected and the actual time, for each individual activity of the order· Divergence ? a categorization of all causes of divergence and its responsible department· Level of integration ? the level of cooperation between the logistic service provider and the customer· Customer satisfaction ? how well an order will meet the expectations of the customer The KPIs are described in detail with definitions, how they can be used and what is required to implement them in the service process of Foria.

This report is an analysis of the gender representation in Swedish sports media, a comparison between sport in public service television for adults and children. The study explores the differences between the number of male and female sports in the matter of air time and also the number of male and female appearances in the TV shows. The programs studied in this report are the Swedish SVT?s Sportspegeln and Lilla sportspegeln. When we began this analysis we were under the impression that men would be over-represented, but that representation in sports television for children would be more gender equal than the adult counterpart. The result of the analysis confirmed previous studies stating that men dominate the sports programs in Swedish public service television.

Title: ?We become like a little ambassador in the country of Facebook? ? an essay on the pres-ence of Swedish National Radio on Facebook. (?Vi blir som en liten ambassador I Facebooklan-det? ? En uppsats om Sveriges Radios närvaro på Facebook)Number of pages: 34 (46 including enclosures)Author: Nina WillénTutor: Christian ChristensenCourse: Media and Communication Studies CPeriod: Fall 2010University: Department of Informatics and Media, Uppsala UniversityPurpose/Aim: My purpose is to examine what the presence of the Swedish National Radio on a commercial network like Facebook means and how the editors themselves argue about it. For the analysis I use critical political economy as a theoretical point of view.Material/Method: The material consists of interviews made from a qualitative method.

The family and relatives caring of older people in Sweden lies on an old tradition. By legislation the responsibility for the older people has gone through a development from the family to the society. According to the new social service law (2000) it is not that clear that the utmost responsibility lies on the society. According to the social service law ( 5th chapter, 10 §) the municipality should ease things up by giving support and relief for relatives taking care of older people, prolonged ill and function disabled people. The purpose with the study was to examine how the family care givers are finding their everyday work and their experience of the support that the society is giving.

Människor hamnar ibland i en situation som innebär att de behöver stöd och hjälp för att klara sin vardag. Kommunen har enligt Förvaltningslagen (1986:223) en serviceskyldighet att informera den enskilde om vilka former av insatser med hjälp, stöd och service den enskilde har möjlighet att få. De centrala lagstiftningarna i detta fall är Socialtjänstlagen (2001:453), SoL och Lagen (1993:387) om stöd och service till vissa funktionshindrade, LSS. Denna studie grundar sig på frågeställningen om den information som tillhandahålls från den undersökta kommunen kommer medborgarna till gagn. Informationen gäller i detta fall LSS (1993:387) därför att denna lagstiftning riktar sig till individer med specifika funktionshinder.

This essay shows how administrators in two different organizations are experiencing freedom of action in their work situation. The essay is made based on a qualitative method and interviews were used to implement the study. People chosen for this study are four administrators at a governmentagency - the Social Insurance agency, and four municipal officers from different Social service offices in southern Sweden. The theoretical framework consists of Weber's theory of bureaucracy, and his discussion of the legal authority. The analysis is designed as adiscussion of the parts that were especially prominent during the interviews.