Title: Bergslagens Sparbank ? A market survey of the bank?s corporate customer?s attitudesSeminar date: 2010-02-05Course: Individual essay, 30 higher education creditsAuthors: Mathias Lindberg, Bogdan EfimovAdvisor: Pia LindellKey Words: relationship marketing, finance industry,  customer satisfaction, customer loyaltyPurpose: The purpose of this essay is to try to identify those factors that lead to customer satisfaction and customer loyalty among the corporate customers to Bergslagens Sparbank. The purpose is also to find out what the corporate customer think about Bergslagens Sparbank and why they think as they do.Method: For this essay the authors have chosen to use a combination of qualitative and quantitative methods. The reason for that a combination of these methods have been chosen is because the authors thought that it was a proper way to answer the essays main questions since these questions are of both qualitative and quantitative nature. Further the essay is built on an abductive approach.Conclusions: We have identified several factors that create customer satisfaction and customer loyalty among the corporate customers to Bergslagens Sparbank.

Arbetstillfredssta?llelse har ma?nga varierande definitioner. Gemensamt a?r att det handlar om hur tillfreds individen a?r med sitt arbete. Syftet med studien var att ja?mfo?ra va?rd- och bankansta?llda fo?r att se hur de skiljer sig a?t i upplevelsen av inre, yttre och generell arbetstillfredssta?llelse, var skillnaden ligger och hur viktig arbetsmotivationen a?r fo?r arbetstillfredssta?llelse.

During later years coaching has gained popularity. Coaching offers help to learn rather than to teach and enables optimal performance. The method that builds consciousness, strengthens choices and leads to change in the wanted direction, can deduce to some of history's most successful educationalists. A coaching area steadily increasing is business- and executive coaching. The overall purpose with this paper is to explain what coaching is generally speaking, with specific focus on business- and executive coaching.

AbstractWorking with child and youth welfare is one of the most difficult challenges a social worker might face in the field of social work. Those who work with child and youth welfare are more exposed to stress and burnout than other comparable human service occupations. Research links the prevalence of stress and burnout to several key variables, such as demographics, working conditions and personality factors. In contrast, even though social workers in this field face many negative work-related problems they report a high job satisfaction. The aim of this study is to examine how uplifting and straining experiences affect social workers, who work with child and youth welfare, through the use of The Critical Incident Technique and interviews.

Problem: The main problem this thesis brings up is what impact factors like trust, commitment, communication between a company and its costumers and value can have on costumer satisfaction on the basis of a relationship perspective.Purpose: The purpose with this thesis is to describe the importance of factors that can have an impact on customer satisfaction on the basis of a relationship perspective. To do this the author has looked into a company called Q-steps and conducted an investigation on their costumers opinion of their relationship with the company.Method: An interview was held with Q-steps CEO Sören Levén as the basis of the thesis, as well as a questionnaire that was sent to the company?s existing costumers over the web.Theory: In the thesis the author uses a model that describes factors that can have an impact on costumer satisfaction on the basis of a relationship perspective. This model is based on theories within relationship building in service companies.Conclusion: To be able to develop good relationships to their customers and as a result of this increase the level of costumer satisfaction, Q-steps has to take different variables into consideration. The main focus in this matter should lay on the variables that to a great extent affect the level of costumer satisfaction.

AbstractWorking with child and youth welfare is one of the most difficult challenges a social worker might face in the field of social work. Those who work with child and youth welfare are more exposed to stress and burnout than other comparable human service occupations. Research links the prevalence of stress and burnout to several key variables, such as demographics, working conditions and personality factors. In contrast, even though social workers in this field face many negative work-related problems they report a high job satisfaction. The aim of this study is to examine how uplifting and straining experiences affect social workers, who work with child and youth welfare, through the use of The Critical Incident Technique and interviews.

The population of asylum seekers puts new challenges on the Swedish health care since their difficulties are complex; having both atraumatic background and a continuing worry about the asylum process.This study aims at investigating how health care professionals working with asylum seekers are affected emotionally using the theoretical concepts of empathy, compassion fatigue and compassion satisfaction. Nine qualitative interviews with health care professionals were conducted and the material was analyse dusing thematic analysis. Results were deductively found in thematerial, using the asylum process itself along with the concepts of empathy, compassion fatigue and compassion satisfaction as themes. Previous findings regarding empathy and its relations to compassion fatigue and compassion satisfaction were confirmed. This was furhter developed in this study through its focus on health care professionals working with asylum seekers..

Syftet med studien var att undersöka skillnader i arbetsmotivation och arbetstillfredsställelse bland omsorgspersonal beroende på om de hade en fast eller flexibel arbetsplats. I studien ingick två deltagargrupper där den ena gruppen tillhörde en fast avdelning medan de anställda i den andra gruppen flyttade runt mellan avdelningar beroende på var det för tillfället fanns behov. Studien genomfördes som en enkätundersökning inom omsorgsförvaltningen i en mindre kommun. Totalt besvarade 55 personer på enkäten som var uppdelad i två delar; Basic need satisfaction at work scale som mätte arbetsmotivation med delskalorna autonomi, kompetens och samhörighet och Minnesota job satisfaction som mätte inre och yttre arbetstillfredsställelse. Studien visade att anställda med en flexibel arbetsplats hade lägre arbetsmotivation och arbetstillfredsställelse än anställda med fast arbetsplats.

Faktorer som bidrar till arbetstillfredsställelse hos volontärer på Röda                                         Korsets telefonjour                                      Malin MattssonVolontärers arbetstillfredsställelse har visat sig vara ett begränsat område in-om forskningen. Syftet med studien var att undersöka volontärers arbetstill-fredsställelse på Röda Korsets telefonjour och se ifall faktorerna kön, ålder, utbildning, sysselsättning, civilstånd, plats, antal dagar, antal år, Röda Korsets utbildningar, volontärernas belöning, feedback från frivilligledaren, respons från uppringarna, kontakten med medjourare och volontärers trauman var relaterade till arbetstillfredsställelse. En enkätundersökning genomfördes där 102 volontärer deltog varav 15 var män. Enkäten bestod av bakgrundsfrågor, specifikt konstruerade frågor om Röda Korset samt 26 påståenden från mätinstrumentet volunteer satisfaction index. Resultatet från studien visade att variablerna, feedback från frivilligledaren, Röda Korsets utbildningar och volontärers trauman relaterade starkast till arbetstillfredsställelse.

Our paper is targeting mainly students, but also all other people interested in social work with children. The purpose of our study was to investigate how the social workers experience and handle their work with children, who have been exposed to sexual abuse, and what kind of support and guidance the social workers are offered, in order to handle their working situation. We chose to perform a qualitative study, by the use of interviews, since we found it to be the most appropriate way to gather the information. Our conclusion is that the work with these issues is emotionally burdensome and requires a great commitment, however it is essential for the social workers to maintain a certain distance to their work, in order not to influence their personal lives. It is through experience and knowledge that the social workers learn how to handle their working situation. We also learned that although the work with sexual abuse against children gave birth to different emotions of the social worker, the social workers feel satisfaction with their work, by helping the exposed children. We hope that our paper will inspire and encourage to further studies in the area, since there is still much to be explored. .

This study investigated the relation between Extraversion and Conscientiousness with job satisfaction and job selection in the two occupational groups of telemarketing and administration. The study also set out to explore the relation between social desirability as assessed with an Implicit Association Test (IAT) and total reaction time on the IAT. The questionnaire was administered over the Internet to forty-one subjects (24 women and 17 men) in the age range 16-65. Results indicated that people working with telemarketing tend to be extrovert while people working with administration often are conscientious. Job satisfaction correlated with Extraversion in the telemarketing group.

In the end of the 20th century, there was an increased interest in creating customer experiences, especially in the service sector. At the same time, the number of visits to the Swedish cinemas is decreasing due to new distribution channels on the market. This study aims to deepen the knowledge of customer reactions towards offerings with an experience approach, by studying similar reactions in cinema visitors. Furthermore, the study examines the contagiousness of the emotions elicited by the experience. The study approaches the problem by using a quantitative method by conducting a survey of cinema visitors.

The purpose of this research was to find how supervisors in the care of elderly experience their leadership in everyday work and their view on the factors which are important for their leadership. In the research a qualitative method has been used to do interviews with six supervisors and to do analysis of material. By the help of literature studies, I explained leadership. Result of the study indicate that leadership concerned supervisor should prepared to do the right thing in every situation and to find best solution of different situation that come up on the work. The way to do all this is important to create leadership.

Sweden is going through big changes within the bank sector. Increasing card usage, decrease of cash acceptance in the society, an attempt to reduce money laundering, and a possible increase in profitability has lead to the rescindment of cash management among three of the four major banks. This has lead to a big debate in the society, a lot of frustration from customers, and a drop in customer satisfaction for every bank that started the process of removing cash management. The purpose of this study is to find out how the banks could keep their customer satisfaction when removing cash management. When doing the study, the rescindment of cash was a deduction of a part of the service, compared to the normal adding or starting of a service. The study was done through a focus group that was the base of a questionnaire that got answered by 125 respondents.

This empirical study aims to determine whether Linnaeus University's formation in 2010 and subsequent reorganization has affected the employees' perceived motivation and job satisfaction.A combined approach was used in which both quantitative and qualitative questions were asked in the survey form. 101 survey responses is the basis for the analysis and these have been associated with SDT-theory in order to draw further conclusions.The study shows that among the respondents, there is a frustration that is possibly related to the two organizational changes. They feel that they have lost confidence in management as a result of not being part of decision making. The study also conveys a very fragmented picture, members of the organization perceive that they have very different possibilities to peform well, participate and have clear goals to work towards..