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<p>The telecommunication business has changed in Sweden during the recent years. From being a monopoly, the market has switched into a more competitive market with more competitors that offer more services. <em>TeliaSonera </em>is one of the largest telecommunication providers in Sweden. <em>TeliaSonera </em>is a co-operation between the companies <em>Telia</em>, which was one of the leading telecommunication companies in Sweden, and the Finnish counterpart <em>Sonera</em>. At the present time of this thesis, they provide their customers with services like Broadband, TV, Stationary phone and Mobile phone. These services are provided both to residential and business customers.</p><p>The aim of this research project is to understand the switching behaviour of former <em>TeliaSonera </em>customers by investigating the background of the customers' motivation to switch. Through analysing the findings, the researchers will be able to make assumptions about customer switching processes.</p><p>The research has been conducted with an explorative research approach and qualitative interviewing via telephone with 22 former <em>TeliaSonera </em>customers. The questions were related to their behaviour before, while and after the switching from <em>TeliaSonera </em>to a competing provider. From the interviews, the researchers seek to get a better understanding what triggers sway customers to switch. Additionally, it is equally important to understand the switching process customers go through.</p><p>The theoretical framework is based on prior research on customer behaviour and customer relationship management in the field of service management and marketing. Theories as triggers, active and passive customers or suggestions like the unconscious decision-making are being discussed. Triggers are the point where the customer begins to be aware of a possible switch of services. An active customer searches for the information oneself and a passive customer often are influenced by a third party. The theory about unconscious decision-making questions if the human subconscious can make decision for customers before they are even aware of it. This theory is being applied to the collected data.</p><p>The results of the research show that there can be found two different switching paths of interviewed customers, which are generated based on the collected customer stories. The two different paths are categorised into a <em>reactional </em>and <em>situational </em>switching path and an <em>influenced </em>switching path.</p>

The telecommunication business has changed in Sweden during the recent years. From being a monopoly, the market has switched into a more competitive market with more competitors that offer more services. TeliaSonera is one of the largest telecommunication providers in Sweden. TeliaSonera is a co-operation between the companies Telia, which was one of the leading telecommunication companies in Sweden, and the Finnish counterpart Sonera. At the present time of this thesis, they provide their customers with services like Broadband, TV, Stationary phone and Mobile phone. These services are provided both to residential and business customers. The aim of this research project is to understand the switching behaviour of former TeliaSonera customers by investigating the background of the customers' motivation to switch. Through analysing the findings, the researchers will be able to make assumptions about customer switching processes. The research has been conducted with an explorative research approach and qualitative interviewing via telephone with 22 former TeliaSonera customers. The questions were related to their behaviour before, while and after the switching from TeliaSonera to a competing provider. From the interviews, the researchers seek to get a better understanding what triggers sway customers to switch. Additionally, it is equally important to understand the switching process customers go through. The theoretical framework is based on prior research on customer behaviour and customer relationship management in the field of service management and marketing. Theories as triggers, active and passive customers or suggestions like the unconscious decision-making are being discussed. Triggers are the point where the customer begins to be aware of a possible switch of services. An active customer searches for the information oneself and a passive customer often are influenced by a third party. The theory about unconscious decision-making questions if the human subconscious can make decision for customers before they are even aware of it. This theory is being applied to the collected data. The results of the research show that there can be found two different switching paths of interviewed customers, which are generated based on the collected customer stories. The two different paths are categorised into a reactional and situational switching path and an influenced switching path.

The increasingly power load of datacenters worldwide and consequently, the increase on heat dissipation by electronic components, have been highlighting the importance of efficiently designing cooling solutions for such systems. In fact, bad management of the cooling system can greatly increase the total electricity consumption in a datacenter. This being said, TeliaSonera in order to decrease the total electricity consumption in its datacenters, has developed a new cooling solution known as the Green Room concept. Therefore in order to evaluate the potential environmental benefits related to this product, this work was developed. The Life Cycle Assessment methodology in accordance to ISO 14040/43 standards was applied to assess its environmental performance, from cradle-to-grave. Moreover the software SimaPro, the Ecoinvent database and the ReCiPe impact assessment method were also utilized. The results emphasized the phases and activities during Green Room life cycle presenting the highest potential impacts. This being said, the utilization phase presented for every impact category analyzed the highest potential impacts, with exception of ozone depletion category, which was dominated by material extraction and manufacturing phase, due to the presence of R134a refrigerant. In addition transportation phase presented the lowest values for every category and the end of life phase exposed considerable impact mitigation for the whole life cycle. Moreover extraction and manufacturing phases presented copper, steel and the refrigerant R134a as the most impacting materials for damage to human health, damage to ecosystems and damage to resources, respectively. Finally, improvements were proposed in order to increase the environmental performance of this cooling system.