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.

Den här uppsatsen syftar till att problematisera framställningar av maktordningarna;kön, sexualitet och ?ras? i NRK:s populärvetenskapliga dokumentärserie;?Hjernevask? från 2010, samt hur dessa kan förstås ur ett maktperspektiv med fokuspå poststrukturalistiska och postkoloniala teorier. Uppsatsen behandlar även vilkahegemoniska positioner som går att finna i serien. Analysen bygger på endiskursanalys av materialet som utgörs av alla sju avsnitten i programserien.Resultatet visar att programseriens betoning av de biologiska förklaringsmodellernakring kön, sexualitet och ?ras? skapar en diskurs som riskerar att upprätthålla enheteronormativ rasism som får figurera i norsk public service, samt reproducerarhegemoniska positioner som verkar uteslutande och normerande.

The aim of this master?s thesis is to examine how managers in some public libraries are using performance measurements and to what extent decision making is based on the results. The main questions posed are:??What performance measurements and indicators are used in the libraries examined???What is the attitude towards performance measurements among library managers???How and to what extent are performance measurements and indicators used in the process of decision making???What improvement would library managers wish regarding the development of performance measurements in public libraries?The theory is based on a model of evaluation of the public sector in addition to general steps of evaluation of quality and performance measurement results. The investigation is based on qualitative interviews with seven managers of public libraries in Sweden.

Syfte: Syftet med uppsatsen är att studera hur P3 Nyheter är utformat, utifrån de tre nivåerna public service, radion som medium och programanalys. Tidigare forskning: Margareta Rönnberg har undersökt public service-nyheter för barn (8-14 år), genom att jämföra Barnjournalen (1978-1979) med Lilla Aktuellt (2007), och menar att eftersom barn är politiska varelser så borde de få ta del av den offentliga diskussionen. Studien rör sig över såväl offentlighetsfrågor och public journalism som ungdomskultur, och fokus ligger på utvecklandet av demokratin genom ett stärkande av medborgarnas makt. Det är ett stort hopp från de barn som tittar på Lilla Aktuellt till P3:s 20-30-åringar, men vad jag vet finns det inget nyhetsprogram som riktar sig till åldersgruppen 14-20 år. Det gör att P3 Nyheter blir nästa steg på vägen. Är det rent av möjligt att P3 Nyheter ska slussa människor vidare till Dagens Eko och "vanliga" Aktuellt när de blir äldre? Metod och material: Jag gör en explanativ, kvalitativ textanalys för att förklara varför texten ser ut som den gör.

This paper?s purpose is to examine a Swedish missionary activity from a human rights perspective. As a scope I have chosen the Swedish evangelical mission to Congo-Brazzaville, from its establishment in 1909 to the congolese church's self-determination in 1961. I consider certain elements of the missionary activity that affect human rights, to discover wether the activity was in order with modern day human rights standards or not. During these years, Congo was part of the French colony Equatorial Africa, so the missionaries? part in the colonial discourse is taken into consideration.

The purpose of this paper is to perform an in-depth analysis of how New Public Management reforms have impacted management practises in two publicly financed elderly care providers in Sweden. The paper studies one public and one private elderly care provider and analyses to what extent they have implemented New Public Management methods. The results are based on interviews with several persons within the two organisations and analysed using the seven New Public Management doctrines as described by Christopher Hood (1991; 1995). The major finding in the thesis is that the level of exposure towards New Public Management reforms differs between the two studied organisations where the private provider is exposed to the reforms to a greater extent than the public. The paper concludes that the main reasons for the low extent of exposure in the public provider could be attributed to the lack of measurable standards performance as well as the proximity to the political leadership..

The pedagogista is a new professional role in Swedish preschools. Some people question the role, which originates from Italy, since it is believed to carry out a pedagogical leadership that belongs to the head of the preschool according to the curriculum and the Education Act. Consequently, there is cause for examining what pedagogical leadership means in an organization with a pedagogista. However, re- search has shown the success of distributed leadership within schools. Hence, it ?s interesting to find out whether the pedagogical leadership of the pedagogista could be understood as distributed leadership and what that would implicate.The purpose of this thesis is to explain and understand the pedagogical leadership of the pedagogista.

Denna fallstudie syftar till att undersöka hur Sveriges Radio i egenskap av public serviceföretag kommunicerar externt. Vi finner det intressant att undersöka hur en offentlig medieorganisation, utanför den kommersiella marknaden, arbetar med sin externa kommunikation. Genom en kombination av kvalitativa metoder och teori rörande strategisk kommunikation, varumärke, publika relationer samt sociala medier, berörs studiens fyra frågeställningar: Vad har Sveriges Radio för kommunikationsmål? Vilka strategier går att urskilja i Sveriges Radios kommunikativa arbete? Hur använder Sveriges Radio sociala medier i sin kommunikation? På vilket sätt påverkar public service-ideologin Sveriges Radios externa kommunikation? Mer specifikt undersöks hur Sveriges Radio bygger och upprätthåller relationer till publiken samt kommunicerar sitt varumärke, bland annat genom sociala medier.Studien bygger på kvalitativa intervjuer med representanter från Sveriges Radio, samt en retorisk analys av material från SR:s officiella sociala medier. Resultatet visar att Sveriges Radio har implicita kommunikationsmål som är en del av verksamhetsmålen.

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.

The aim of this master?s thesis is to examine the virtual reference service Ask the Library [Bibblan svarar] from a postmodern perspective. Ask the Library is a Swedish online reference service that is run by the country?s public libraries. The postmodern theories of Jean-François Lyotard are used to study how information is managed and transmitted within the service.

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.  .

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.

This study examines how the local rescue services relate to the brand of the rescue service and the concept of brand management. To understand the attitudes against the brand and brand management, empirical data, theoretical modelling of brand and current laws have been discussed together in a try to get an overview how the rescue services practically works with the brand. The study results are based on a questionnaire survey and qualitative semi-structured interviews. The survey was sent to employees working with the communication of the rescue service. The interviews were held with two employees working with the communication of the rescue service and two fire chiefs.

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.

The purpose of this master thesis is to investigate if the mobile library has a similar role as the public library. To study this further we intend to examine the value and function of the mobile library. Answers are sought to the following questions: Can the mobile library be seen as a public library in a smaller scale? How do the users experience the value and function of the mobile library? What does the library staff think of the value and function of the mobile library for the users? What would the consequences be if the service of the mobile libraries would not exist? The method used was qualitative interviews. The groups of respondents are mobile library users and library staff.