Purpose: The aim of this thesis is to gain an understanding what it is within the vacation offering that makes certain customers dissatisfied with a service recovery effort. Design/methodology/approach: The basis of the thesis is a qualitative approach since we want to gain an understanding about what it is in the service failure and service recovery that make customers dissatisfied. Although, a quantitative approach will be used as a supplement to the qualitative approach in order to seek patterns that we can interpret. By combining these approaches, it should enable us to gain an understanding about the customer’s dissatisfaction. Findings: The study found that the package holiday organizations seem to handle the service recovery process well. Therefore, we propose that when a negative emotion occurs, the customer’s glorification of the offerings benefits get destroyed, creating their dissatisfaction. This makes it hard for the organization to perform a successful service recovery no matter the severity of the service failure since the hedonic values the customer was seeking becomes lost. Furthermore, the customers create expectations when seeking hedonic values, which make it difficult for the organizations to perform their initial offering successfully. We also emphasize the need of an expansion of the service recovery framework. There is a need of a shift from the organizations efforts to the customers experience within the service recovery process. Research limitations/implications for future research: This thesis emphasizes the need for further research concerning how organizations can perform a successful service recovery when hedonic values are a part of the offering. Hence, the focus in future research could be to develop methods for performing service recovery when hedonic values are in play. Furthermore, this thesis could only give propositions about what is causing the customers dissatisfaction, but could not find any core happenings causing the customers dissatisfaction. Therefore, future research could focus to gain a deeper understanding about what source that has caused the customers dissatisfaction. Furthermore, other dimensions surrounding the customers experience needs to be taken into consideration in future research. Practical implications: When hedonic values are in play, the customer’s expectations for the product or service becomes high. Therefore, 6 organizations face a lot more pressure when providing their service or, if a failure has occurred, service recovery. Keywords: service failure, service Recovery, justice dimension, hedonic values, satisfaction

Digital and mobile channels has dramatically changed the retailing environment. New technologies allow companies to integrate information between different channels, in order to create a seamless and personal shopping experience for its customers. This is termed omni-channel retail strategy. In previous research it is discussed that this is the only way for retail companies to survive in the new retail environment. Previous research has focused on customer attitudes and values ​​but not on their actual behaviour. Thus, more research is required on how customers combine different channels during their buying process and how they experience the interaction. The purpose of the thesis is to create an understanding of how the omni-channel customer experiences its interaction with retailing channels. The goal is for companies to be able to use this study to better understand their customers experiences, and thereby improve their omni-channel strategy. In order to achieve the purpose of the study, a theoretical model, S-O-U, has been designed based on the classical Stimulus-Organism-Response model, which  often is used to describe consumer behaviour. The theoretical model has been used as a basis for the study's implementation and analysis. The study has a qualitative research strategy, and the data has been collected through focus groups. The collected data has been analysed based on the theoretical framework of the study, and the result shows that the customer uses different channels during its buying process to maximize their exchange. Furthermore, it has been found that the customer has different needs during the phases of the buying process. At the beginning of the buying process the customer is primarily driven by utilitarian values, while at the end of the buying process it is rather driven by hedonic values. The selection of channel depends on how well the channel can meet the customer's needs. Although the customer is driven by different values during the buying process, the result has clearly shown that both utilitarian and hedonic values ​​are necessary for the customer to have a positive experience of the interaction with different channels.

Inom de flesta system, företag och tjänster idag används motivationssystem som belönar brukaren med pengar, befordran, poäng, och beröm. Sådana system kallas utilitaristiska och spelar an på brukarens yttre motivation. I kontrast till yttre motivation har forskare arbetat fram teoretiska modeller för att belysa brukarens inre motivation; hedoniska motiverande system. Inre motiverande faktorer kretsar kring känslor som glädje och nyfikenhet och har under de senaste åren fått stor genomslagskraft inom informationsteknikens värld. Forskarvärlden är dock oense om huruvida utilitaristiska och hedoniska system bör kombineras och vilken effekt det kan få på motivationen. Vissa menar att Gamification kan fungera som en brygga mellan hedoniska och utilitaristiska system då begreppet innehåller båda typen av motiverande faktorer.   För att undersöka om och hur gamification kan kombinera hedoniska och utilitaristiska system har författarna till denna rapport utformat ett gränssnitt som sedan legat till grund för användartester. Användartesterna utfördes, som en del av den parallella fallstudien, på asylsökande ungdomar mellan 13-18 år. Utifrån resultatet av användartesterna kundes slutsatsen dras att man med hjälp av relevanta gamifieringsprinciper kan och bör kombinera hedoniska och utilitaristiska system för att skapa ökad motivation. / In most systems, businesses and services, utilitarian motivation systems, that rewards the user with money, promotion, points, and praise, are currently being used. Utilitarian systems harness the users’ extrinsic motivation. In contrast to extrinsic motivation, researchers have developed theoretical models to illuminate the users’ intrinsic motivation; hedonic motivational systems. Intrinsic motivating factors revolve around emotions such as joy and curiosity and has had a major impact on the information technology world in recent years. The scientific community, however, disagree on whether utilitarian and hedonic motivation systems should be combined and of the effect it could have on motivation. Some argue that Gamification can act as a bridge between the hedonic and utilitarian systems because it includes both types of incentive factors. In order to examine whether and how gamification can combine hedonic and utilitarian systems, the authors of this report, designed a digital interface which formed the basis for usability tests. The usability tests were carried out as part of a parallel case study, on asylum seeking youths between the ages of 13-18. Based on the results of the usability tests the conclusion, that with the help of relevant gamification principles hedonic and utilitarian systems can and should be combined to create greater motivation, were drawn.

Följderna av covid-19 pandemin har lett till att hela världen har fått ställa om och anpassat sig till de restriktioner och rekommendationer som har införts för att minska smittspridningen. Under år 2020ökade digitaliseringen i samhället och en bransch som har fått anpassa sig är evenemangsbranschen. Då restriktioner kring fysisk interaktion i form av att begränsa sociala kontakter infördes blev det svårt för arrangörer att arrangera fysiska evenemang och många valde då att genomföra dem digitalt istället. Musikbranschen, vars intäkter i stor utsträckning kommer från fysiska konserter och stimpengar, drabbades extra hårt och även de fick ställa om till digitala versioner. Denna omställningen är någonting nytt både för arrangörer men även för deltagarna. Denna uppsats studerar deltagares attityder mot digitala musikevenemang genom att kolla på deltagare på Zara Larssons digitala konsert i mars 2021. Attityden analyseras utifrån hedonistiska och utilitaristiska värden, som har visat sig relevanta i tidigare studier baserade på attityden av fysiska evenemang. För att belysa den digitala aspektens effekt om evenemanget analyseras även ekvalitet. Då det tidigare har varit mer fokus på kvantitativa analyser så ger denna studie en merdjupgående bild av deltagarnas attityder av digitala musikevenemang, genom 13 semistrukturerade intervjuer med deltagare på ett digitalt evenemang. Slutsatsen som dras i denna studie är att även om deltagarna föredrar fysiska evenemang så har de en generellt positiv attityd mot digitala evenemang. Det visade sig att en positivevenemangsupplevelse leder till en positiv attityd. Alla de hedonistiska värdena från HED/UTskalan visade sig vara applicerbara. Hedonistisk tillfredställelse visade sig vara applicerbar, medan eudaimonisk tillfredställelse inte var applicerbar i samma utsträckning. De mest applicerbara utilitaristiska värdena från HED/UT-skalan var funktionell & praktisk, och det minst applicerbara värdet var nödvändigt. Mellan dessa två värden var utilitaristiska starkast i syftet att delta på ett digitalt evenemang. Den digitala kvaliteten mättes genom e-kvalitet på evenemanget, och hade även den stor påverkan på upplevelsen trots att alla dimensioner inte gick att applicera på studien. / During the year 2020 the society were forced to readjust due to the covid-19 pandemic. To reduce the spread of the disease, restrictions and recommendations regarding physical interaction were established. These restrictions made it difficult for different industries to continue their business. For instance both, the music and the event industry were hit hard. The music industry get a large amount of its income from physical concerts and music revenue, and events could not be held in a physical form with fear of spreading the virus. To readjust the industries began making digital concerts and events instead, which was a readjustment new to both organisers and participants. This paper studies the participants attitudes towards digital music events by looking into participants on Zara Larssons digital concert in March 2021. The attitude is analysed by looking at hedonic and utilitarian values, that have shown to be relevant in previous studies of attitudes towards physical events. To be able to analyse the digital aspect and it effects towards the event, itis of importance to include e-quality in the analysis as well. By using a qualitative method, this study grants a deeper understanding of participants attitudes towards digital music events. Which is made through 13 semi structured interviews with participants of a digital event. The conclusion driven from this study is that even if the participants prefer physical events, the still have an overall positive attitude towards digital events. It became clear that a positive event experience lead to a positive attitude towards the event. All the hedonic values from the HED/UT scale were found to be applicable. Hedonic satisfaction was also applicable, while eaudomic satisfaction was not to the same extent. Regarding the utilitarian values from the HED/UT-scale, "functional" and "practical" where the most applicable values, and "necessary" the least. Among these two values, the utilitarian values were the strongest in the purpose of attending a digital event. The digital quality measured through e-quality, had a great impact on the experience, event though not all dimensions were applicable in the study. This essay is written in Swedish.