Since companies have realised the importance of customer loyalty and since the service sector has gained higher significance in recent years, we found it interesting to study what leads to customer loyalty in service companies. The theories we have chosen to consider are customer loyalty, service quality, service guarantees, affinity marketing, loyalty programmes and customer clubs, the customer in focus and other factors that influences customer loyalty. To find out how service companies are working with cus- tomer loyalty, we have conducted a case study within three service companies. Our findings are that customer loyalty has a significant importance for the companies we studied. Quality and personnel were the factors we found had the greatest impact in service companies concerning customer loyalty.

Quality is the main focus in management of all laboratories. Accurate results of the analyses are not only determined by the analytical procedure but also by preanalytical factors. In the total analytical process of clinical specimens, there are many possible preanalytical sources of error. Monetoring of temperature on test samples of the transport boxes is one way to reduce the mistakes in the preanalytical phase.In this study, four laboratories from primary health care were invited to participate. The temperature has been measured on test samples of the transport boxes being delivered to the laboratory.In three cases the temperature remained within the limits, but in the fourth case the temperature varied more than the allowed interval.

A large proportion of businesses around the world is today ISO 9001 certified and is consequently conducting internal audits on a regular basis. It has however not been possible to conclude that internal audits always add value to the organisation, despite the large utilisation of this tool. Some authors, e.g. Alic & Rusjan (2010) and Wealleans (2000), mean that there are possibilities that internal audits may be used as a value-adding improvement tool. This has led to the emergence of this master?s thesis.The purpose of the case study was therefore formulated to examine how internal quality audits can be made more effective and used as an improvement tool.

This master thesis deals with two case studies in environmental archaeology and battlefield archaeology focusing on two major events in the late history of the Swedish coastal town Umeå and its nearby village Sävar. Established in the early 1600's, Umeå was known for its export of timber and import of cereals. The town has suffered from numerous fires, the fire in 1888 being the most devastating. Few written records of the town remain from before the 1900's. The latest war in Sweden's history is documented in historical sources and took place at Krutbrånet, Sävar where the Swedish troops suffered defeat against the russian forces in 1809.

The view on which kind of fiction that should be mediated to the public through the Swedish public library system has since the late 60´s been dominated by what in this Master?s thesis is called: ´the discourse on quality of literary fiction´. The aim of this thesis is to examine to which extent this discourse still plays an active role in the Swedish public library system or if that discourse has been replaced by a more market-led, demand responsive view, where the features of ´quality´ and ´culture´ have been downplayed and replaced by a ´customer?s service view´ on how and why fiction should be mediated to the public. The methodological and theoretical perspective in this thesis is led by the understanding of the discourse analysis in Michel Foucault?s ´The Archaeology of Knowledge´.

Students? performance in school is dependent on the indoor climate. This report studies four schools regarding air quality and thermal environment. A survey was made at the schools as well as measurements of carbon dioxide, dampness, thermal climate and, as an indicator for the furniture?s capability to collect dust, shelf factor and fleece factor.

Eco certification of small housesTo construct an environmental friendly building and show that as a company you care for the environment, is presently very attractive in the Swedish real estate market.This degree thesis covers the environmental certification called ?Svanenmärkning? the Swan, witch is the Swedish equivalent to the European standard ?the EU Flower?. It is concentrated on the certification process in small houses that the Swedish institute of standard, SIS, has presented. We have worked together with the company Faluhus witch is a Swedish producer of small family houses.Faluhus is located in the town of Borlänge, Dalarna and has produced family houses since the 1950:s. They have a great heritage born in the old Swedish mining culture, with great wooden mansions and country homes.

Our purpose with this paper has been to analyse and discuss how motivation of the personnel affects the service quality in service companies. This has been done through two studies; a literature study with existing theories and an empirical study on the divisions of Lyckohjul and Shopping at Liseberg. In the introduction of this paper we put the question of research; why is there a need for work of motivation in service companies. When collecting information we used literature briefing, a questionnaire study and depth interviews. The literature briefing focused on the well-tried and most dominating theories on the subject motivation.

This work consists of two studies. One is based on an inquiery to nurseries with production of woody plants, and the other on visits to gardencenters, primarily in Skåne but also in Stockholm. Inquieries where sent to 87 nurseries, 48 of them replied. The purpous of the inquiery was to make a thorough investigation of the ligneous production at the Swedish nurseries, what is produced and in what quantities. Within the inquiery was also a thorough look at the fruit tree production. This to be able to conclude what cultivars that are produced and how large part of that production that is certified according to the Swedish Board of Agriculture (SJV).

Restrictions in nature conservations are increasing the influence of forest management. Nobel broadleaved forests are more influenced than other forests, because they are considered to be more valuable than other forest types in Skåne. There has been a lack of knowledge about the amount that is set-aside for nature conservation and what types of forest that is concerned. These are the main questions to be answered in this thesis. Moreover has the timber quality been compared between set-aside and non-set-aside areas since it affect the financial conditions for the forestry in nobel broadleved forests. The last asked question deals with the financial consequences of set-aside.

Due to deficiency in dementia care, the government has commissioned the National Board of Health and Welfare to develop national guidelines for health care services to people with dementia and support for their relatives. It has been allocated stimulus funds that may be applied for to work on improvements in dementia care. In August 2010 these guidelines formed the basis for a decision made that collaboration would take place between the county and the municipalities regarding dementia care in Halland, named Anna's path. The aim of this study is to investigate, analyse and describe how our respondents in the project Anna?s path are planning and preparing for the implementation of the registry of quality BPSD - Behavioural and Psychological Symptoms of Dementia.

The study of medicinal plants is a popular subject that, at least in the archaeological sciences, has met a lot of criticism due to the lack of physical data. It is problematic to distinguish the medicinal plants from local flora since many herbs that were used often could be found in the nearby vegetation.  The purpose of this essay is to archaebotanically analyze samples from the medieval town Nya Lödöse and compare the data with a previous analysis from the site and a literature study. The herbs meadowsweet (Filipendula ulmaria), lady?s mantle (Alchemilla sp.), sweet gale (Myrica gale), hop (Humulus lupulus), common tormentil (Potentilla erecta), St. John?s wort (Hypericum perforatum), henbane (Hyoscyamus niger), catnip (Nepeta cataria) and motherwort (Leonurus cardiaca) have been selected for closer analysis since they occur with frequency in the historical medicinal texts and in previous analysis made on the site.

In Sweden, large scale planting of Lodgepole pine (Pinus contorta var. latifolia) started in the beginning of the 1970?s. At first, the aim was production of pulpwood, but later, also production of timber became considered realistic. Today, Sweden has more than 520 000 ha of Lodgepole pine.

The aim of this study was to investigate and analyze what is required for the environmental quality objective Good built environment to be fulfilled by 2020 in the Swedish county Jämtland. The focus of the study was to gain an understanding of the work that the local government does and further investigate the problems that the officials face with implement these questions in themunicipal planning.The study is based on semi structured interviews with officials in the municipalities of Jämtland county. General plan and programs for the municipality have been reviewed, based on how the plans highlights these issues linked to sustainability and Good built environment.The results of the study show that there are major problems with the formulations of the environmental quality goal in itself and its specifications. The environmental quality goal is formulated to suit the entire Sweden. But as it turns out in the analysis it does not work on the basis of the conditions inJämtland with sparsely populated areas and scattered dwellings.

In the palliative care there are many close encounters between the care-taker and the care-giver. To be touched is foundational to every human being and the care-giver shows his presence to the care-taker, when he touch the care-taker. Touch is an important tool for the care-giver in the care for the care-taker. It becomes a natural way of communicating. The aim of this literature study was to describe which factors that are important, for the care-taker in the palliative care, to receive touch in the purpose of feeling well-being.