This study examines the eWOM effect, more specifically: how Customer reviews effects consumers. The study is based on a modified version of the Regulatory Focus Theory which describes consumer behavior using consumer consumption goals. The purpose of this study was to examine how positive and negative customer review's influence consumers when analyzing products that are equally characterized by two consumption goals: promotion and prevention goals. The authors combined quantitative (questionnaire) and qualitative (focus groups) research methods with the sample selection for both research methods being based on students of Södertörns University. Results indicate that negative Customer reviews have a stronger influence on consumers than positive Customer reviews when analyzing products that are equally characterized by the promotion goals and prevention goals.

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..

The aim of this Master?s thesis is to examine how opinions and values are expressed in BTJ?s reviews of children?s literature. According to debates reviewed and interviewed librarians, many consider BTJ to be too directing when it comes to the libraries? purchases of books. Therefore I find it important to study how the reviews are written.

The aim of this study is to describe how reviews of literature in Bonniers litterära magasin and Expressen changed during the period 1964-2004. The investigation is based on 20 reviews of novels and short stories, which are analysed with a method described in Hellspong and Ledin (1997) and inspired by Halliday. The theoretical frame of the investigation is founded on critical discourse analysis (Fairclough 1992 & 2001) and Habermas´social theory of the public sphere.The investigation shows, among other things, that the reviews became shorter and easier to read in both paper during the period. The investigation also shows that the genre´s style, composition and contents are relatively stable, and that current ideologies in society have a tendency to be reflected in the reviewers´evaluation of the books. To generalize, the reviews thus developed from a poetic genre in 1964, to become political in the 1970s, academic in the 1980s, feminist in the 1990s and finally an intermedial genre in 2004..

The discussion about high culture and popular culture in our society has been going on for decades. In few places is it as loud as within culture journalism and the critics? society, where the question of what is good taste and what is dumb entertainment constantly gets brought to the surface. Film is a particularly vulnerable area, since it is such a universally appealing and rather young medium. In America and England several studies have been performed of the reviewing society and reveiwers? use of high and low art-discourse in their writing.

The aim of this study is to describe how reviews of literature in Bonniers litterära magasin and Expressen changed during the period 1964-2004. The investigation is based on 20 reviews of novels and short stories, which are analysed with a method described in Hellspong and Ledin (1997) and inspired by Halliday. The theoretical frame of the investigation is founded on critical discourse analysis (Fairclough 1992 & 2001) and Habermas´social theory of the public sphere.The investigation shows, among other things, that the reviews became shorter and easier to read in both paper during the period. The investigation also shows that the genre´s style, composition and contents are relatively stable, and that current ideologies in society have a tendency to be reflected in the reviewers´evaluation of the books. To generalize, the reviews thus developed from a poetic genre in 1964, to become political in the 1970s, academic in the 1980s, feminist in the 1990s and finally an intermedial genre in 2004..

The aim of this thesis is to examine how five works of fiction about anorexia and bulimia have been received in Swedish daily press reviews. The investigation is based on 60 reviews, which are analysed with a qualitative method consisting of close-reading and where a feministic perspective is used. The main question concerns how and to which extent the basis of valuation in the reviews is effected by the fact that the books describe a primary female world of experiences. The investigation shows, among other things, that many reviewers consider the books about eating disorders to be too many. They categorize the books about anorexia and bulimia as a genre of its own and place the books into the literary system principally by referring to other books about anorexia and bulimia.

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.

The aim of this study is to examine views of picture books for children that reviewers in Swedish daily press express in their reviews in 2009 and 2010. The following questions were posed in the study: Are picture book reviews based on pedagogical criteria and/or aesthetic/literary criteria? Are picture books reviewed from an adult perspective and/or from a child perspective? Which elements of positive and negative criticism are to be found in picture book reviews? This qualitative study is based on 45 reviews of picture books in Swedish daily press. The theoretical approach is developed from four ways of looking at children literature that professor Maria Nikolajeva has compiled. The method used is idea analysis, which is a form of text-analysis.

The discussion about high culture and popular culture in our society has been going on for decades. In few places is it as loud as within culture journalism and the critics? society, where the question of what is good taste and what is dumb entertainment constantly gets brought to the surface. Film is a particularly vulnerable area, since it is such a universally appealing and rather young medium. In America and England several studies have been performed of the reviewing society and reveiwers? use of high and low art-discourse in their writing.

The structures of organizations have gone through a dramatic change over the last years; as a result customer service is no longer a small side activity but a critical part in customer relationship management. Development in information technology has created opportunities as well as challenges for organizations when it comes to providing a customer service with capacity of sensing and responding to customers' needs. Previous research shows a relationship between customer response capability and customer knowledge processeses, this study investigates and confirms this relationship. However, findings show that dedication and understanding for customers needs has a direct impact on both customer response capability and customer knowledge processeses, this result indicates that customer knowledge processes and customer relationship management are difficult to differentiate. Furthermore, this study explores IT-related resources impact on customer response capability and customer knowledge processes.

The aim of this masters thesis is to investigate how childrens librarians deal with gender issues in their work when acquiring and mediating books to children, and how reviews in Bibliotekstjänsts Sambindning can be of help in this aspect. The thesis focuses on children between 6 and 12 years of age and their reading of fiction. Four interviews with childrens librarians and an examination of reviews in Sambindningen have been carried out. The reviews were examined both by finding out with what frequency gender issues are dealt with and by studying 20 childrens books from a gender perspective, comparing my judgement with the one they got in the reviews. The examination of Sambindningen showed that the reviews therein only sporadically bring up gender issues.

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.

This thesis studies the customer relationships and customer accounting methods used by a Swedish fashion company. The aim is to test the empirical applicability of the relationship based framework developed by Lind and Strömsten and to explain potential differences between empirical observations and theory. The framework is based on the categorization of four customer relationship groups and the appropriate customer accounting methods to be used for each relationship. The fashion company, that recently assessed the profitability of its customer base in an aim to implement a new customer strategy, is the object of the qualitative case study. The case study reveals that all customer relationships are to be found at Whyred, except the connective customer relationship.

The aim of this master?s thesis is to categorize the publisher readers? views about reading to distinguish a conceivable change of these reviews compared to a historical context during 20 years. I will examine a number of reviews of children?s literature written by publisher readers from BTJ in order to distinguish the assumptions that readers have about children?s reading from how these assumptions appear. The reviews that have chosen is from the years 1986, 1991, 1996, 2001 and 2006, with the purpose of studying if there are any legible changes in these assumptions for the past 20 years.