The purpose of this study is to develop a general understanding of the areas of alliances and service quality as well as their relation to each other, through a consumer perception. Further, to discover more detailed and close up knowledge of customer perceived service quality within airline alliances. This is done by identifying particularly significant dimensions in the service process that have an influence on the perceived service quality.The thesis is based on qualitative study using a critical incident technique to explore the issue of service quality. In the research of the material the iterative approach has been used. The primary information sources are the interviews with customers-members of airline alliance.

Quality Assurance in Service Procurement --- Total Quality and Total Quality Management refer to popular management philosophies in organizations these days. The purchasing department has an important part in the strive for organizational quality as several studies show corporate spend is significant and increasing. In this master thesis I study the actions companies take to ensure quality in service procurement. I argue that managing quality when sourcing services is particularly tricky, because of the special characteristics that belong to services. The purpose of the study is to examine whether different actions are taken to ensure the quality of different kinds of services.

The aim of this master thesis is to measure library service quality in two groups of libraries, newly developed and well established, and to see if there are any differences in the users perception of the dimensions in LibQUAL+. The thesis also examines the different perception of quality for the user groups: undergraduate students, graduate students, and faculty. Another approach is to test the Swedish translation of LibQUAL+. Different theories on service quality are presented but the main theories are from the marketing perspective. The grounding and development of LibQUAL+ is described as well as the use of the instrument in different libraries.

This paper examines the relationship between the experienced quality in the offering of a brand, emotional attachment and consumer commitment. The study aim to explore several dimensions of the experienced quality in the offering of a brand. Further we examine two conceptualizations of emotional attachment - Brand Attachment and Brand Love - and intend to declare the two of being two separate phenomena. We then conduct a relationship-based analysis wherein the mediating ability of Brand Attachment and Brand Love, between the experienced quality in the offering of a brand and consumer commitment, is examined. Therefore we conduct a focused quantitative study, wherein 171 customers of the fashion retailer H&M have responded to a comprehensive survey both online and in-store, to examine this fun-damental relationship and its components.

The purpose of this study was to increase the level of knowledge in the field of Environmental Impact Assessment (EIA) for wind power. The study includes six wind power farms in the County of Västerbotten in northern Sweden. The main questions were: What are the real dimensions of roadways and land claims for both roads and wind power turbines? How do those dimensions correlate with the dimensions stated in the EIA? Are there any differences in values of the dimensions between the wind power farms that are included in this study? The width of the roadways and the land claims for both roads and wind turbines in wind power farms were examined on site. The results from the examinations were compared with the dimensions available in the EIA for each wind power farm.

The purpose of this study is to analyze and evaluate the suitability of the three instruments SERVQUAL, SERVPERF and Zone of tolerance to measure service quality, from the respondents' perspective. This study has been carried out by a quantitative method in which respondents answered three questionnaires, which was based on the three instruments. The SERVQUAL instrument is a revised version based on criticism by Carman (1990). It is based on the five dimensions; reliability, responsiveness, assurance, empathy and tangibility, with 22 items in which each dimension is associated with a number of items. SERVPERF is the instrument most similar to SERVQUAL and is also composed of the same five dimensions.

An old and well known problem in sawmilling is to determine which dimensions /products those are most profitable to produce. Existing optimization models maximize the value of the log. In other words, based upon the market prices of the dimensions the models calculate the best way to split the log. Yet there is a great uncertainty if the most well paid dimensions really are the most profitable to produce. The costs of the process from lumber to sawn products are hard to determine and are therefore often left out from the optimization process. In this study the economic contribution of different dimensions/products are analysed.

The purpose of this study was to increase the level of knowledge in the field of Environmental Impact Assessment (EIA) for wind power. The study includes six wind power farms in the County of Västerbotten in northern Sweden. The main questions were: What are the real dimensions of roadways and land claims for both roads and wind power turbines? How do those dimensions correlate with the dimensions stated in the EIA? Are there any differences in values of the dimensions between the wind power farms that are included in this study? The width of the roadways and the land claims for both roads and wind turbines in wind power farms were examined on site. The results from the examinations were compared with the dimensions available in the EIA for each wind power farm.

This report is a master thesis performed by Adam Lundin at the company Sandvik Coromants production facility in Gimo. The work started in January 2013 and went on for the duration of 20 weeks, which is equivalent to 30 hp. The project was executed at the department GVR10. The scope of the project was to create a base for improvements in the purchasing process of direct material to the production. The background to the project was that the centralized purchasing department has gone through changes and decision was taken to decentralize the purchasing of direct material to Gimo.

The study of the French market for softwood has been done in collaboration with VIDA AB. The aim of the study was to investigate important product quality and service Quality dimensions, the customers? perception of the offering and generally describe the French market and present actors. The market for softwood around the world changes over time and new markets can mean opportunities for the sawmilling industry. The French market is the second biggest European market for softwood, has had presence of actors with sourcing of raw material from the Nordic countries for decades and there is a growing interest for building with wood. Theory being used is about the different dimensions that make up the total quality of softwood, together with intangible dimensions making up the total offering that helps the sawmilling industry to create positive perceived value for the customers. Methodological approach in the study was a case study research design, aimed at providing knowledge about one specific subject in one context. The general description was mostly carried out by literature studies and data from various statistics sources.

Banks find themselves at a highly competitive market where it is important to achieve high customer satisfaction if they want to attract customers and stay competitive. Some studies suggest that the gap between customer expectations and perception within the five Quality dimensions influences the customer satisfaction. With SERVQUAL the authors of this thesis have investigated the suggested relationship and have discovered no indications of a relationship between the gap and customer satisfaction. Instead the results indicate that there is a relationship between perceived service and customer satisfaction. The thesis also indicates that the most important quality dimension for the bank customer is reliability.

Sandvik Wire needed a review of the administrative part of the order fulfillment process and especially the work around packing and the inventory of finished goods. Therefore we acquired the assignment to investigate the administrative part of the order fulfillment process in the company with the purpose to identify potential for improvement. This investigation was performed with focus on the terminal and packing functions. The purpose with the investigation was also to identify critical factors for an efficient order fulfillment process and investigate if information quality is such a factor.Data was collected through interviews and observations on Sandvik Wire. With the help of this data the information and material flows was mapped, the work within terminal and packing, and adjacent functions was investigated.

It is important to work with economic, social and ecological dimensions in order to reach sustainable development. Furthermore, these dimensions are supposed to work opon together. Green Flag´s aim is to process these dimensions in the thematic work in preschool, where children are involved. The aim of this study is to find out how certificated Green flag preschools work with the three dimensions in the education of sustainable development practically and how the children participate in this work. I have used a qualitative semi-structured interview to find out preschool teachers´ thoughts and opinions about how they work with sustainable development and how they make the children involved.

The role of the quality manager has evolved from being a quality controller to work with a more global business. Within many organizations in Sweden, however, the traditional role of the quality manager's remains and the tasks categorized as quality control still takes up most of the quality manager's time. The survey conducted as part of this master thesis shows that the quality manager in most businesses has multiple roles in addition to the role of quality manager, which can create a role conflict. One consequence of this is that each improvement is not given priority due to time constraints. Although the importance of a clear and committed leadership is the key for succeeding as the quality manager.

In this thesis I discuss and analyze different factors, and different circumstances, that influence identity negotiation among the north american indians. I do this mainly by using two models.The first one is Druckmans three dimensions of identity; negotiating identity, durability of identity and spread of identity. Depending on how the identity fits in these dimensions one can se if, or how, they influence the negotiability.My second model for analyzing is Reeds ?fasteing and unfastening identity?, using this model I have tried to understand during what circumstances the identity is negotiable. The identity is more or less negotiable depending on where the indians live, who they are living with and also on their inheritance.My results shows that the indian identity is changing and developing over time but the main characteristics still remains the same.