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.

Abstract Many researchers in social work believe that in today's society require the interaction between organisations takes place on social problems. This study examined the interaction between the police, social services and schools.The purpose of this study are as follows; the aim is to investigate the interaction between social services, the police and schools about young people aged 12-18 years who are at risk for abuse and crime.My questions are: How do the different professions interact regarding young people at risk for abuse and crime? How do they meet young people in their daily work? What obstacles can the different professions see in interaction? What effects do the different professions see in interaction?The study is a qualitative study conducted with semi-structured interviews. Respondents have been two from each organisation.The theory used in the analysis of empirical data is new-institutionalismen. New-institutionalism is a theory developed from organizational theories.

Given a considerable increase in knowledge-based companies, the interest for measuring and valuing intangible assets, particularly human capital, has increased accordingly. Human capital has climbed the management research agenda as human assets make substantial contribution to the value creation in knowledge-based companies. Neither internal nor external financial statements reflect the value of an organization?s human assets. Against this backdrop, we find it interesting to explore how counting and controlling for human capital is devised.

Given a considerable increase in knowledge-based companies, the interest for measuring and valuing intangible assets, particularly human capital, has increased accordingly. Human capital has climbed the management research agenda as human assets make substantial contribution to the value creation in knowledge-based companies. Neither internal nor external financial statements reflect the value of an organization?s human assets. Against this backdrop, we find it interesting to explore how counting and controlling for human capital is devised.

Volunteering involves performing tasks without receiving any compensation for it. Interest in this idealistic commitment to non-profit organizations is growing and the primary reasons for this is to help other people, pursue their interests and contribute to the organization.The purpose of the study is to examine what it is that motivates individuals to commit to non-profit organizations. This study will only examine aid organizations. In order to answer the question four different theories have been used and these are the most fundamental theories in this field. These theories are Maslow's hierarchy of needs, Hertzberg's two-factor theory, Self-Determination Theory and The Gift.

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.

Syftet med studien var att undersöka hur lärare i grundskolan tänker kring, och beskriver hur de arbetar med, studie- och yrkesvägledning inom ramarna för det som i läroplanen (Lgr 11) beskrivs som ett ansvar för hela skolan. Studien genomfördes med kvalitativ metod i form av intervjuer med åtta lärare på sammanlagt fyra grundskolor inom Stockholms län. Resultatet visade att flera av lärarna likställde studie- och yrkesvägledning med studie- och yrkesvägledaren. De flesta av lärarna var inte medvetna om att de hade ett ansvar för skolans studie- och yrkesvägledning, utifrån rådande styrdokument. Det kunde sägas att lärarna ansåg att syftet med studie- och yrkesvägledning var att förbereda eleverna inför framtida studie- och yrkesval, även om det fanns skillnader i hur detta uttrycktes och vad det arbetet kunde innebära.

This is a comparative study of the use of intranet in three organizations. The organizations are one help organization, one hospital and one business company. The intranet is a relatively new medium and it might still not have been accepted by all potential users, which is a waste of resources both for the individual employee and for the overall organization. It is therefore necessary to investigate if there are any differences between organizations concerning the needs of intranets. Our purpose with this study was to deepen the understanding of the use of intranets as a channel of organizational communication and thereby acknowledge the users´ needs and opinions of the intranet.

In urban planning and design today interventions tend to take place in already existing areas and inevitably effect also surrounding areas. The many parties involved in any change leads to a demand for a shared language around these areas. This thesis aim to, through understanding and communicating a site, Stora Södergatan in Lund Sweden, inspire to a novel way of looking at an urban site preceding design- or planning interventions. Based on a theoretical framework where site is considered as a relational construct, material as well as immaterial, a framework for site thinking is constructed. Further, with theory of representation, the communication of the site is emphasized and accounted for as part of the framework.

AbstractTitle: Communicating diversity ? A study about communication and involvement in The National Council of Swedish Youth Organizations.Number of pages: 58Author: Frida SamuelssonTutor: Peder Hård af SegerstadCourse: Media and Communication Studies CPeriod: Autumn 2006University: Division of Media and Communication, Department of Information Science,Uppsala UniversityPurpose/Aim: The general purpose of this essay is to analyse how the member organizations of LSU ? The National Council of Swedish Youth Organizations, see the communication,activities and their influence over the organization. I aim to do an analysis of the target group to find out if the lack of involvement in LSU is caused by communication problems.Material/Method: The method of this essay is quantitative and is based upon a web-survey.The chairmen of the member organizations have been asked to answer a survey about the communication in LSU. To get an idea of how widespread different opinions about LSU are the empirical data has been made into graphs to show the frequencies and also cross tabulations to find out if there are any correlations between the variables.Main result: This study has shown that the problem with involvement in LSU is only partly a communication problem. One important result is that many member organizations feel that LSU doesn?t listen to their opinions and they express a wish to have more influence over the organization.

In 2005 the Swedish government introduced a law of amnesty for refugees in the country which made the Minister of Integration invite a number of national organizations to discuss this law. After that, seven organizations in Gothenburg also felt that something should be done and they started talking about a cooperation to improve the situation for newly arrived people to Gothenburg. They formed a project, ?Plattform Göteborg?, which in this paper will be evaluated according to a manual from Sida. The project consists of seven organizations which have their separate activities formed by them to improve the integration.

The aim with the study is to find key factors relating to internal marketing and to improve the process between the operating organization and its customers. A qualitative study is carried out within an organization active in the Swedish healthcare. The qualitative approach is carried out by collecting empirical data through observations, personal interviews and group interviews.The Physiotherapy Clinic at the Karolinska University Hospital is in the focus of the empirical study. The study locates existing differences in perceptions and comes up with recommendations for actions to improve the process of organisations within the Swedish healthcare and their customers. The study's results are that internal marketing can bring a lot to service-selling organizations and that the organizations internal conditions are as important as the external ones.Communication appears to be a key factor for an organization that has applied internal marketing.

ABSTRACTCourse/level: Enterprising and Business Development, Bachelor Thesis, AUT2012, 2EB00ETutor: Magnus ForslundAuthors: Linn Danielsson & Alexander OlofssonKey words: Strong diversity, Consistent Corporate Culture, Core Values, Corporate Strategy,Definition of Diversity, Working with Diversity, Management, Standardization.Title: Diversity or Corporate Culture ? A case study on the paradoxical relationship betweendiversity and corporate cultures in corporations and organizations.Background: Diversity and corporate culture can in various ways result in corporate andorganizational advantages. While diversity promotes innovation, creativity and companydevelopment corporate culture possesses advantages such as efficiency, community and unity.Diversity and corporate culture seems to create various benefits that are both beneficial forcompetitive advantage.Problem discussion: I would be beneficial for companies and organizations to maintain bothdiversity and corporate culture since they complement each other. However, diversity andcorporate culture have different purposes and benefit in different ways. The question is howtwo such different strategies can meet.Question for research: How does diversity and corporate culture co-exist in corporations andorganizations?Purpose: The aim of this study is to create further understanding for the co-existence betweendiversity and corporate culture in corporations and organizations.Method: The study is made qualitatively with a hermeneutic approach and based on a casestudy on two corporations within the real estate industry.

The globalization of today?s society has enabled consumers to acquire products and services from all over the world. Global organizations have the entire world as a playfield and offer products and services across markets. Regardless perception and transparency of the global market, consumers are still individuals. Consumers may have different perceptions and ideas about products, their functions and usage.

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.  .