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.

The purpose of this report was to investigate what characterizes a good psychosocialwork environment, and whether it may have impact on a vessel's safe voyage. Thisreport is proposed to increase the understanding of what creates a good psychosocialwork environment and its potential effect on safety at sea. In order to find out thesuccess factors for a good work environment group interviews were conducted in socalledunstructured focus groups. During these conversations, the participants discussedfreely by the question "what is a good psychosocial work environment for you?? Thesuccess factors were thereafter applied on selected accident reports, to investigate theextent to which they were represented and taken into account.The results of the study show three categories of factors: colleagues, communicationand competence, where colleagues are the main contribution to a good psychosocialwork environment.

The climate issue is a significant question, and the problem is mainly caused by human activities. Everyone can help to counteract the enhanced Greenhouse effect by reducing the amounts of energy they use and by not consuming more products then they need.Schools are some of societies many consumers and therefore contribute to the Greenhouse effect. The School also has an important task; to teach and disseminate knowledge and information about the climate and the environment. According to the Swedish National Agency for Education, Skolverket, must all schools regularly consider the environment and sustainable development throughout the entire education process. Unfortunately, this is not the case for many schools in Sweden today.One of many tools that can be used to coordinate environmental work and initiatives, and also to make it more efficient, is environmental management systems.

Background: School health services of today focus on prevention and health promotion within the school. A collaboration between the school health services and the student care team from the guidelines with focus on the student, is expected. Purpose: The purpose was to illustrate School nurses  vocational experiences and what the role of school health services in the student care team at upper secondary schools of John Bauer in relationship to the vision of the school. Method: Qualitative content analysis with inductive approach was used (Lundman &Hällgren-Graneheim, 2008). Data was collected by interviewing  school nurses at  School of John Bauer.

Abstract ? ?Customer relationships ? A case study on Nyby Torshälla Riding Club?Date: December 20th 2011Level: Bachelor thesis, 15 ECTSInstitution: School of Sustainable development of society and technology, Mälardalen UniversityAuthors: Linn Ericsson, Elenor Flodin, Emma Jakobsson22nd June 1987 24th April 1987 24th May 1989Title: Customer relationships ? A case study about Nyby Torshälla Riding ClubTutor: Daniel TolstoyKeywords: Relationship marketing, customer relationships, customer loyalty.Purpose: The purpose of this thesis is to analyze how Nyby Torshälla Riding Club maintains their customer relationships. This is to get a deeper insight into how small service companies, in a business to consumer market on a local basis, strategically can work with their customer care.Method: The study was qualitative in its nature and was based on an inductive approach. The primary data has been collected through personal interviews and since the respondents were selected strategically, this means that a non-probability sampling was used. The secondary data that has been used for this thesis was based largely on literature, articles and the Nyby Torshälla Riding Club website.Conclusion: This study indicates how small size service companies can benefit from nurturing their customer relationships.

This paper examines the customer relationships of a telecom operator and how their customer accounting is done. The aim is to use the framework developed by Lind & Strömsten (2006) to categorize customer relationships and see to what extent the framework predicts which type of customer accounting method is used for each customer relationship. A case study was made at Telenor Sverige AB where different customer relationships are identified and linked to the customer accounting techniques that are used for financial measurement of the customers. Findings include that all but one of the customer relationships described in the framework were recognized at Telenor and that most customer accounting techniques mentioned in the framework were in fact used and associated with different customer relationships. The results of the case study also highlight that some differences exist between the predictions of the framework and the observations at Telenor..

To understand the modern leadership you have to gain a lot of experience to attain the right competence through which you are able to know what kind of leadership is most suitable to use in the current situation. Leaders agree that every kind of leadership is more or less successful depending on the situation and different organizational factors, for example the co-workers and the environment. Every leader should have a strong willpower and driving force to bring motivation to the organization and to make it more efficient. Another quality that represents a modern leader is the ability to lead and divide the co-workers and the organizations different strengths. The organizational communication is an important factor of how you, as a leader, answer to your co-workers and also how you will be received.

Background: There has been a movement of power towards customers in most markets which puts higher demands upon the customer orientation of organizations to survive competition. In general the opinion is that satisfied customers also are profitable for the organization. Even though a consciousness exists about this connections importance for the organization there exists no prominent economical theory showing how a organization should work with customer adaptation and how management should be shaped for success in this area. In the field of competitive sports clubs a similar trend is discernible since the field is increasingly commercialized.Purpose: The purpose of this study is to adapt The Balanced Scorecard as a model to the demands on management that customer orientation causes and to use the knowledge created during the study to show how customer orientation in a competitive sports club could look.Realization: The study first takes the form of a literature study which emerges into a theoretic development. Above that a case study of Linköpings Hockey Club has been accomplished so that knowledge created from the literature study could be used on competitive sports clubs.

Web 2.0 is a relatively new concept which has made significant progress on the Internet. More recently, corporations as well have begun to get use of the different types of applications that are assigned to the Web 2.0. Organizations are primarily interested in making use of Web 2.0 in two areas: inside the company to increase efficiency and productivity, and from the organization to the customer to improve revenue and customer satisfaction. We have chosen to take a closer look at this last area, as can be seen as a CRM context. Our interest is to investigate how such a context may change by implementing some kind of Web 2.0 technology.

Background: Last year (2006) has been a year when the environmental issues figured more often in the media, and the environmental awareness among common people increased. Environmental climate reports have lately been on the headline all over the world. As a result of the increasing population in the world, it?s becoming more important to be aware of the environment. To do that, it is important to maximize the efficiency in the work with the environment.

Background: Earlier studies show that nurses work environment is a factor that may affect the quality in nursing care negatively. Other factors are: number of employees, working hours, work structure and planning and working relationships between colleagues. Work relationships are particularly important for nurses as they can affect patient safety. Nurses are prone to stressrelated illnesses and high stress levels prove to have a negative affect on the quality of nursing care. To develop and assure the quality demands effort from every employee.

Syfte: Vårt syfte med uppsatsen är att med hjälp av enkäter och de kriterier som finns i teorin undersöka hur långt de medverkande företagen har kommit i deras framgång gällande Customer Relationship Management. Metod: Vi har gjort en kvantitativ enkätundersökning där vi har tillfrågat 30 företag i Ronneby. Vi har sedan analyserat detta utifrån diagram som vi har fått fram i Excel. Slutsatser: De flesta företagen i Ronneby är bara i början av CRM och de kan med enkla medel komma mycket längre.

The purpose of this paper is to examine the effect that price has on quality expectations and customer satisfaction and how price fits into a customer satisfaction model. An experiment in which participants are subject to scenarios of a high or low quality flight are used to test the hypotheses. The analysis shows that perceived quality has a bigger impact on satisfaction than price. Furthermore, price and quality do not affect customer satisfaction independently of each other. The importance of value compared to quality changes whether the actor is a high or low price actor.

This Degree Project is a cooperativ work with the advertising agency PAX in Falun and the industrial companyRemote Control, who constructs and sells actuators for the global market.The assignment concerns bringing out a graphic profile, or with another expression a Design Management, forRemote Control AB graphic materials. Remote Control AB has a quality certification ISO 9000 and is workingwith, when this report was wrote, an environment certification ISO 14001.The Company has been paid attention to Internet and other media.The supervisors are familiar to that Design Management is a soon coming competition element, like quality andenvironment management.This Degree project contains research, analysis and the construction of graphic material. The research has beencommitted most of the time to trace the customer, the market and the competitor, because its the most importantphase. It?s also important looking at competitor?s way of working with marketing management, so you can separatethem from the own company..

It has become more and more common that companies in the service sector are beginning to understand their own effect on the environment and thus the need to contribute to a sustainable development through acting in a deliberate way. Serious environmental work can help a company to improve their image and in that way win competitive advantage that leads to improved profitability. In a short time perspective, adjustment to the environment is an opportunity to gain competitive advantage and an opportunity to develop a profile. In a long time perspective it is about survival. The environmental work has become a sequel to the work with quality.