The aim of this Masters thesis is to examine how disabled people who receive the shut-in-Service in one community define Service quality. The purpose is also to examine the shut-in-Service and to look at the users' context. Answers are sought to the following questions: - How do users experience the Service quality of the shut-in-Service? - What kind of Service does the shut-in-Service offer to the user? - How can the user be described and which are his/her requests? The analysis is based on theory about Service quality by Christian Grönroos. The theory makes a distinction between two kinds of Service quality, technical vs functional quality, as experienced by the user through the profile of the organization.

Service branding is a subject that has been excluded from the traditional branding theory. Our main purpose with this paper is to distinguish what characterizes Service branding. To do this, we have looked in to both Service marketing theory as well as branding theory. We have also looked at the existing theory concerning Service branding. Six qualitative interviews have been performed to explain what characterizes Service branding.

As self-Service technologies become more common in Service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated Service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex Service provisions, the differences between automated and interpersonal Service encounters in the initial part of a Service provision are examined in terms of customers? evaluation of the Service encounter itself, overall satisfaction, as well as the Service encounter?s impact on global evaluations and evaluations of other non-dependant Service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the Service.

Every business is subject to Service failures. The process of correcting these failures and turning disappointed customers back into happy ones is called Service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisfied. To further complicate things, Service recovery is a process where you may have to correct errors of others - people beyond your control. The research field is relatively new and there are no turn-key solutions as to how to systematically work with Service recovery.

The aim with this study is to identify and discuss discourses in public Service policy documents to clarify that public Service policy is political and not self-evident. The study's theoretical as well as methodological starting point is the discourse theory of Laclau and Mouffe, which ontological position is that all meaning is constructed by discourses. In the studied material, two discourses have been identified in policy concerning the content in public Service media. The responsibility-discourse construct meanings of what content the policy wants to see in public Service media and in the quality-discourse meanings of how the content should be is constructed. Public Service policy is consistent over the period that has been studied and the study shows that there is consensus in the parliament about the regulation of the content in public Service media.

The purpose of this thesis is to compare if a charter company's attitude and vision of Service can be reconciled with the attitudes and visions that the customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by interviews, focus groups and observations. The framework is theories on the subject of customer satisfaction, quality of Service at customer meetings, Self-Service technologies, quality assurance and gap in Service.The study has concluded that the approach to Service is relatively equal between the company and customers, but the future visions differ. Focus group participants have been thinking bigger and further into the future, while the company focuses more on specific functions.

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 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.

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.

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.  .

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 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.

This study concerns paratransit Service in a relatively small municipality in Sweden. The aim of this study is to describe the user's experience of paratransit Service. The question formulation is mainly built around the user's experience of paratransit Service and their view on what impact paratransit Service has on their lives. The empirical data consists of ten interviews with ten different paratransit Service users with ages ranging from 25-95 years. The data has mainly been analyzed through concepts of independence, empowerment and trust. The result of this study shows that paratransit Service in many ways can be described as a crucial part of the users' lives.

Title: Television in the Service of the Public - a Study of the Public Service Concept(Television i allmänhetens tjänst - en studie av public Service-begreppet).Author: Daniel FärnstrandAim: To describe the ideals, or principles, that the Public Service Ideology or concept of Pub­lic Service is based upon. The two main questions the paper aims to answer are thus:· Which principles should, according to the theoretical norm, guide Public Service activity?· Which principles guide Public Service television in Sweden today, according to the actual guidelines for the Public Service organization SVT? Method / Material: A study of relevant literature is carried out. Further, the actual guidelines for SVT are summarized. The normative guidelines are then also summarized, and a compari­son is made between this summary and the actual guidelines for SVT.Main results: Although a comprehensive definition is hard to find within the theoretical frame­work, a summary of the theoretical ideal is carried out.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal Service online. The meeting between the client and a webpage Service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a Service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.