There have been many studies of keywords in Paradise Lost. Over the last fifty or so years words such as �wander�, �lapse�, �error�, �fruit�, �balmy�, �fall�, �hands�, among others, have attracted critics� attention. The present enquiry brings under scrutiny three linked keywords which have up to now escaped notice. These are the words �bliss�, �delight�, and �pleasure�. The fundamental proposition of the thesis is that Milton does not use these words haphazardly or interchangeably in his epic poem (though in other of his poetic productions he is by no means as fastidious). On the contrary, he self-consciously distinguishes among the three terms, assigning to each its own particular �theatre of operations�. Meant by this is that each keyword is selectively referred to a separate structural division of the epic, thus, �bliss� has reference specifically to Heaven (or to the earthly paradise viewed as a simulacrum of Heaven), �delight� to the earthly paradise in Eden and to the prelapsarian condition nourished by it; while �pleasure�, whose signification is ambiguous, refers in its favourable sense (which is but little removed from �delight�) to the Garden and the sensations associated with it, and in its unfavourable one to postlapsarian sensations and to the fallen characters. Insofar as the three structural divisions taken into account (Hell is not) are hierarchically organized in the epic, so too are the three keywords that answer to them. Moreover, in relating keywords to considerations of structure, the thesis breaks new ground in Paradise Lost studies.

Tjänstekonsumtionen har numera gått om produktkonsumtionen och svarar därför nu för en större del av Sveriges BNP. Om tjänstekonsumtionen ökar bör rimligtvis även antalet tjänsteföretag öka och ett sätt för dessa företag att öka sin konkurrenskraft är att ändra kundens roll i processen. I branscher som definieras av att varje kund och varje uppdrag ser olika ut (om än med vissa återkommande inslag) är det svårt att som företag använda sig av standardisering och utformning av styrdokument för kvalitetssäkring. Det är därför av stor vikt att företagen vet hur kunden upplever samarbetet, då det är kunden som värderar kvaliteten på en tjänst. Vår problemformulering lyder således Hur kan små kompetensbaserade företag arbeta med co-creation i en kompetensstyrd bransch för att förbättra kundens upplevelse av samarbetet? Syftet med detta examensarbete är att undersöka om det finns några skillnader och likheter i upplevelsen av samarbetet mellan tjänsteleverantören och kunden där fokus ligger på själva processen mellan företag och kund. Om vi upptäcker några sådana skillnader vill vi ge förslag på hur dessa kan överbryggas genom användandet av co-creation för att förbättra kundens upplevelse av samarbetet.  Som resultat av den valda problemformuleringen genomfördes studien tillsammans med ett studieobjekt. Studien skedde i två delar för att komma åt både de anställdas och kundernas del i processen. Vi valde det hermeneutiska perspektivet med dess fokus på tolkningar och människans subjektiva bild av verkligheten som paradigm (Johansson Lindfors, 1993, s. 41-42, 44). Angreppssättet för uppsatsen var abduktivt, som innebär en växelverkan mellan teori och empiri. En kvalitativ datainsamlings- och analysmetod användes för att försöka besvara problemformuleringen där det empiriska materialet kodades med hjälp av Grundad teori. Vår teoretiska referensram är grundad på teorier som är kopplade till ämnet co-creation. Andra inslag är sådant som framkommit under de två intervjuomgångarna eftersom vi kunnat återgå till teorin efter datainsamlingen på grund av det abduktiva angreppssättet. Våra slutsatser av studien är att begreppen kvalitet och värde är subjektiva och att kvalitetssäkring inte kan ske på ett standardiserat sätt inom undersökt område. Vi ser dock några gemensamma nämnare mellan studieobjektet och dess kunder och lämnar slutligen rekommendationer till hur det fortsätta arbetet med kunden bör utvecklas. För att lyckas utveckla ett samarbete med hjälp av co-creation krävs en bra dialog både internt och externt.

There have been many studies of keywords in Paradise Lost. Over the last fifty or so years words such as �wander�, �lapse�, �error�, �fruit�, �balmy�, �fall�, �hands�, among others, have attracted critics� attention. The present enquiry brings under scrutiny three linked keywords which have up to now escaped notice. These are the words �bliss�, �delight�, and �pleasure�. The fundamental proposition of the thesis is that Milton does not use these words haphazardly or interchangeably in his epic poem (though in other of his poetic productions he is by no means as fastidious). On the contrary, he self-consciously distinguishes among the three terms, assigning to each its own particular �theatre of operations�. Meant by this is that each keyword is selectively referred to a separate structural division of the epic, thus, �bliss� has reference specifically to Heaven (or to the earthly paradise viewed as a simulacrum of Heaven), �delight� to the earthly paradise in Eden and to the prelapsarian condition nourished by it; while �pleasure�, whose signification is ambiguous, refers in its favourable sense (which is but little removed from �delight�) to the Garden and the sensations associated with it, and in its unfavourable one to postlapsarian sensations and to the fallen characters. Insofar as the three structural divisions taken into account (Hell is not) are hierarchically organized in the epic, so too are the three keywords that answer to them. Moreover, in relating keywords to considerations of structure, the thesis breaks new ground in Paradise Lost studies.

Univ., Dipl.-Arb.--München, 2005.

Deciding on the appropriate level of customer service remains an important area of research. In the current service environment where competition is ubiquitous, the importance of identifying and retaining key customers is of paramount importance. As such, the concept of customer delight, which refers to a profoundly positive emotional state experienced by the customer, has developed. Unfortunately, much remains unknown regarding customer delight. In response to this dearth of research, the current study focuses on delight from multiple perspectives utilizing multiple methods. Thus, this dissertation adds to the emerging knowledge base of customer delight in three areas: first, assessing what delight represents to the employee; second, investigating its impact on the employee; and third, examining what delight represents to the customer. To gain this knowledge, three separate essays were written. A summary of each is below. In Essay 1 (Chapter 2), the goal was to gain an appreciation of delight from the employee’s viewpoint. Through the use of a qualitative technique where critical incidents were content analyzed, several themes emerged. First, employees evaluate delight differently then customers. Second, employees experience elevated affective states after providing delight. Finally, employees seem to exhibit customer-oriented behaviors after a delightful encounter. With these key themes in mind, Essay 2 (Chapter 3) utilized structural equation modeling, which is a quantitative method that helps investigate relationships among variables. Findings indicated that employees did in fact experience elevated levels of affect, as well as commitment, satisfaction, and customer-oriented behaviors. After investigating the effects of delight on the employee, it was necessary to evaluate what exactly delights the customer. Utilizing the aforementioned qualitative method, Essay 3 (Chapter 4) provides several themes regarding the customer perspective: first, there are both cognitive and affective routes to delight; second, both the disconfirmation paradigm and the needs-based model are appropriate for understanding delight; and third, employee affect and effort are key drivers of delight. Taken together, the findings provide a more complete understanding of the focal construct, as well, as articulating specific behaviors that lead to perceptions of delight. Finally, this dissertation evaluates the important employee outcomes that result from providing delight.

Syfte: Studien syftar till att öka kunskapen om vilka faktorer som motiverar människor attsprida eWOM då kundförtjusning upplevts. Studien syftar, i synnerhet till att få en ökadteoretisk förståelse, i termer av servicekvalitet, kopplat till denna motivation.Design/metod: Studien kombinerar en induktiv och deduktiv ansats där empiri har prövatsmot befintlig teori. Undersökningen har genomförts i form av en kvalitativ innehållsanalys,med en kvalitativ ansats, där söktermer för hotellrecensioner på Tripadvisor.com, kopplat tillkundförtjusning, har använts. Ett befintligt kod-schema från tidigare forskning inom områdetför kundförtjusning har använts som utgångspunkt för kategorisering av analyserad text.Emellertid har vi haft ett öppet sinne för att kunna se eventuella nya kategorier växa fram urdatamaterialet. Kategorier har även kvantifierats för att få en bättre förståelse av resultatet.Resultat: Analysen av hotellrecensioner indikerar att det framförallt är kundservice, i form avöverraskningar, varm/välkomnande-, vänlig-, hjälpsam och uppmärksam personal sommotiverar människor att sprida eWOM då man upplever kundförtjusning. Emellertid ärpåtagliga aspekter såsom, renlighet samt inredning- och storlek av gästrum också vitala fördenna motivation. Gällande servicekvalitetsdimensioner från teorin: SERVQUAL, är detframförallt, empathy, assurance, responsiveness och tangibles som motiverar människor attsprida eWOM, där empathy tycks vara den viktigaste dimensionen.Originalitet/värde: Studiens resultat adderar kunskap till tidigare studier som berörmänniskors motivation till att sprida WOM, i synnerhet forskning relaterad till servicekvalitet.Det finns begränsat med forskning kring fenomenet eWOM i relation tillservicekvalitetsdimensioner, och studien reducerar gapet mellan traditionell WOM ocheWOM i termer av motivation till att sprida dito. Studien bekräftar även tidigare forskninggällande de faktorer av hotellupplevelser som bidrar till kundförtjusning, och jämför även tvåolika definitioner av kundförtjusning. Vidare, ger studien insikt till management inomhotellbranschen, i synnerhet hotell belägna i Storbritannien, kring de faktorer som har enpositiv inverkan på fördelaktig ryktesspridning. / Program: Civilekonomprogrammet

Ahmadou Kourouma, Hélé Béji et Patrick Chamoiseau constituent le matériau à partir duquel nous avons conduit notre aventure analytique en vue de démontrer le double visage d’une Afrique mythique qui n’a pas fini de révéler ses mystères. Les trois écrivains ont su piloter l’identité africaine avec beaucoup d’éclat et de sensibilité, dans des couleurs scripturales polymorphes qui s’accordent cependant toutes harmonieusement entre elles, car elles se donnent à voir comme fortement allégoriques et grandement engagées. Ainsi leurs plumes semblent-elles disposer les lignes comme autant de repères d’une traversée oscillant souvent entre réalité et fiction. La quête identitaire qui transcende les écrits étudiés est particulièrement emblématique, visant à traduire le dilemme que vit l’Afrique décolonisée, toujours prisonnière d’un passé affligeant contre lequel elle se bat vaillamment, en tâchant de panser ses maux et d’avancer sans fléchir sur le chemin de la démocratie. Ce chemin vers la délivrance est parsemé d’embûches interminables, car la volonté de libération est fatalement entravée par les déboires que causent les régimes dictatoriaux en gestation. Ainsi l’Afrique croule-t-elle, à son insu, sous le poids du désenchantement face aux dérives coloniales, affrontant une incommensurable désillusion liée aux leurres des Indépendances.À travers les pérégrinations de ses personnages, chacun des trois auteurs a essayé de partager le fardeau de son peuple, en tentant d’exprimer sa conscience. Dès lors, chacun s’est employé à l’éloigner du spectre du désespoir et à le détourner des tribulations de la vie quotidienne. / Ahmadou Kourouma, Hélé Béji and Patrick Chamoiseau constitute the material from which we conducted our analytical adventure with a view to showing the dualistic nature of a mythical Africa which is still in the process of revealing its mysteries. The three writers have successfully managed to get hold of African identity, vividly and sensitively, in polymorphic written colours which, however, work wonderfully together because they are visibly allegorical and highly committed. So the writers' pens seem to lay lines as waypoints in a crossing that fluctuates between reality and fiction.The quest for identity which transcends the works we have studied is particularly emblematic, as it means to convey the reality of the dilemma experienced by decolonized Africa which is still the prisoner of a distressing past it bravely grapples with, trying to heal its wounds and to move forward relentlessly on the road to democracy. This way to deliverance is filled with unending challenges because the desire to be free is inevitably hindered by the setbacks caused by dictatorships in the making. As a result, Africa is collapsing under the weight of disenchantment caused by colonial excesses, without even being aware of it, struggling against an unfathomable disillusion resulting from the snares of Independence.Through their characters' peregrinations, the three writers have endeavoured to share the burden of their own peoples, each in their own way, by trying to be and express their conscience. Indeed, they applied themselves to taking their peoples away from the spectre of despair and to diverting them from the trials and tribulations of daily life.

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With the emergence of the internet as a new business channel and its impact on the overall role of today¿s customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer experience management, and the rising emphasis on customers¿ hedonic and emotional needs. This study attempts to bridge the gap in existing literature by examining the online customer experience in its entirety, attending within the study to both the utilitarian and hedonic needs of online customers and giving special attention to emerging aspects in the online environment, such as customer engagement in self-driven experiences. Therefore, the study includes a comprehensive review of a large body of knowledge, both in consumer behaviour and marketing literature as well as quality management literature, in addition to a scrutiny of 50 studies for different evaluation models in the online environment. This is in order to identify a list of attributes and factors that impact customer evaluations of online experiences. Upon the synthesis of the list of attributes and factors that impact customer evaluations of online experiences, an online blog was created as an environment for asynchronous focus groups. The online blog was beneficial in creating a deeper understanding of what online customers want and what impacts their experiences. Following, an online questionnaire was administered in two stages, once for measure purification purposes which received 90 pilot responses and once for mass data collection purposes which received 366 responses. As a result of this study, an integrated model for the measurement of online customer experience that emphasises the significance of the emotional component was proposed. The model consists of three components, each serve a specific measurement purpose. The XQual construct which consists of 7 attributes and 30 factors, is a performance measure of the experience in relation to specific aspects that address customers¿ utilitarian and hedonic needs. The satisfaction continuum consists of four factors and is an output measure for each experience or transaction with the online firm. The loyalty continuum consists of four factors and is an outcome measure that indicates customers¿ attitudinal commitment towards the online firm.