This dissertation investigates how satisfaction with a service employee affects customers' overall satisfaction with a service organization following an employee-initiated service failure. Specifically, this research examines how the severity of a peripheral service failure (how the service is delivered), quality of past core service performance (basic benefits of service), and existence of past peripheral service failures impact the extent to which customers' satisfaction with an employee transfers to evaluations of the service organization. Dimensions of attribution theory are explored as a process mediating the effects of these variables on satisfaction with the employee and organization. This dissertation extends attribution theory by differentiating controllability attributions at both the employee and organizational levels, as well as introducing attributions of globality (universal across the organization versus employee or situation-specific) to marketing. Distinctions between employee and organizational-level attributions may clarify the process by which customer evaluations of employees affect organizations. The study used an experimental role-playing methodology to test the proposed conceptual model. Four-hundred forty-five (445) air travelers comprised the sample. The design for this study varied the severity of the current peripheral service failure (less severe, more severe, and no-failure), existence of past peripheral service failures (existing and not existing), and quality of past core service performance (excellent and average). Structural equation modeling using Lisrel 8.20 was used to test the proposed hypotheses. Overall, the results show that the severity of the peripheral service failure and aspects of past service history influence the attributions that customers make following peripheral service failures. These attributions, in turn, have a significant impact on customers' satisfaction with the employee and the organization. The findings also indicate that the severity of the current peripheral failure can spill over and negatively affect customers' satisfaction with the core service component. Furthermore, the results show that both aspects of customers' past service experience with an organization (existence of past peripheral service failures, quality of past core service performance) directly impact customers' overall satisfaction with the organization. / Ph. D.

Purpose-The purpose of this study is to investigate whether males and females differ on the emphases they place on core service and relational service in choosing a hotel. Design/Methodology-Data were gathered from the residents of a metro area in the United States. Three hundred and forty-one residents participated in the study. The Del statistic, an undertapped technique, was used. Findings-The results reveal that male and female guests are essentially the same in the importance they place on core and relational services in choosing a hotel. Originality of the research-Empirical research about the hotel choice behavior of female guests is scarce. Therefore, this study addresses this underresearched issue.

<p><strong>Aim:</strong> This paper aims to produce a serviced office concept adjusted to Statens fastighetsverk. The concept will make SFV:s properties more attractive for renting.</p><p> </p><p><strong>Method:</strong> Information has been collected from interviews with 13 different serviced office companies, one serviced office agent and eleven government authorities. Also litterateur, reports and internet have been used in gathering information.</p><p>I will use following questions:</p><p>¨      How is the serviced office concept designed?</p><p>¨      Which customer segment should SFV direct to and what need does the segment have?</p><p>¨      How shall a marketing plan look like for the concept?</p><p>¨      How should a concept designed for SFV look like?</p><p> </p><p><strong>Result & Conclusions: </strong>Serviced office space is a company that letting functional workspace with access to shared facilities e.g. reception, office machines, internet, phone and more. Serviced offices have one distinguishing feature, very flexible let agreements. In this paper my conclusion is that government authorities are a suitable customer for suggested concept, especially government authorities with head quarters outside the Stockholm region. They have to be present in Stockholm with either employees that perform work from distant and have the need of coordinated workspace or commute workers that have the need of mobile workspace and meeting rooms. SFV can meet this need with suggested concept and to simplify I named the concept Myndighetscentret. The concept is developed on the basis of to the needs of government authorities and it’s divided in two parts, one part with conference and one with letting of workspace. The workspace area has different types of workstation to match the different needs of the customer.</p><p>¨      Mobile workspace suited for customers with temporary need of workspace.</p><p>¨      Cell office of different sizes suited for customers with permanently need of workspace.</p><p>I believe that governmental authorities can benefit from this concept and be seemed as innovative thinking of SFV and a will of develop their property. I also believe SFV:s properties with many cell offices are suited to this concept because of the secrecy between governmental authorities.</p><p><strong> </strong></p><p><strong>Suggestions for future research</strong>: It would be interesting to do a quantitative research of the governmental authorities’ exact needs and how big it is. Also research Swedish serviced office market and the future of it would be interesting.</p><p><strong> </strong></p><p><strong>Contribution of the thesis: </strong>In this report I have shown that governmental authorities in Sweden have a need for variant types of workspace in Stockholm and developed a concept for SFV to meet this need.</p>

Aim: This paper aims to produce a serviced office concept adjusted to Statens fastighetsverk. The concept will make SFV:s properties more attractive for renting.   Method: Information has been collected from interviews with 13 different serviced office companies, one serviced office agent and eleven government authorities. Also litterateur, reports and internet have been used in gathering information. I will use following questions: ¨      How is the serviced office concept designed? ¨      Which customer segment should SFV direct to and what need does the segment have? ¨      How shall a marketing plan look like for the concept? ¨      How should a concept designed for SFV look like?   Result &amp; Conclusions: Serviced office space is a company that letting functional workspace with access to shared facilities e.g. reception, office machines, internet, phone and more. Serviced offices have one distinguishing feature, very flexible let agreements. In this paper my conclusion is that government authorities are a suitable customer for suggested concept, especially government authorities with head quarters outside the Stockholm region. They have to be present in Stockholm with either employees that perform work from distant and have the need of coordinated workspace or commute workers that have the need of mobile workspace and meeting rooms. SFV can meet this need with suggested concept and to simplify I named the concept Myndighetscentret. The concept is developed on the basis of to the needs of government authorities and it’s divided in two parts, one part with conference and one with letting of workspace. The workspace area has different types of workstation to match the different needs of the customer. ¨      Mobile workspace suited for customers with temporary need of workspace. ¨      Cell office of different sizes suited for customers with permanently need of workspace. I believe that governmental authorities can benefit from this concept and be seemed as innovative thinking of SFV and a will of develop their property. I also believe SFV:s properties with many cell offices are suited to this concept because of the secrecy between governmental authorities.   Suggestions for future research: It would be interesting to do a quantitative research of the governmental authorities’ exact needs and how big it is. Also research Swedish serviced office market and the future of it would be interesting.   Contribution of the thesis: In this report I have shown that governmental authorities in Sweden have a need for variant types of workspace in Stockholm and developed a concept for SFV to meet this need.

The concept of &#039 / sustainability&#039 / came into question during the last few decades world-wide. As one of the main source of carbon emission, construction industry is also affected by this movement. High-rise buildings which became proliferative components of construction industry dominate today&#039 / s urban centers. Although they are defended as being inherently energy efficient by some people, specially designed sustainable high-rise building examples emerged after the sustainability movement all over the world. This dissertation examines the role of the service core configuration on the sustainability of high-rise buildings. In this context, the effect of different core types and locations on the energy consumption of high-buildings is evaluated. For this respect, sixteen alternative configuration models with central, end and split core types are determined as the representative of possible design choices. The alternatives share the same height, net and gross floor area, floor efficiency, materials, internal gains, etc. They just vary in type and location of the service core and orientation of the building mass. Energy consumptions of the sixteen models are tested with eQUEST, a thermal simulation program, by using the climatic data of Istanbul. The simulation is conducted according to two air conditioning scenarios for office and core zones. For both of the scenarios, split core alternatives are found as the most energy efficient configurations regardless of the core location and building orientation. Moreover, it is observed that while the end core alternatives giving average values, central core configurations have the highest energy consumption results, as predicted.

Word of mouth has been considered a big factor for why brands do not need to make excessive marketing efforts, due to consumers recommending their products or services to other consumers through WoM. Given this thesis explores the relationship between WoM, complaints and repurchase intentions of consumers when it comes to fast-food restaurants, the WoM mostly is that of a negative aspect. This to see how the consumers feel about the area of fast-food and how they themselves spread their Word of Mouth, how and if they complain and what their intentions are on repurchasing. The empirical findings were obtained using a qualitative method. There were 25 interviews conducted with different consumers from three different countries. Later these findings were analyzed with the theoretical framework of this thesis.  The conclusion of the thesis is that the consumers are more likely to spread WoM, both positive and negative depending on their experience with the brands. As the theory mentions, it is the experience that the consumer is after. However, also that if a product is excessively marketed, and that the product does not live up to said marketing, how dissatisfied the consumer becomes with it. / <p>Då kursen bedrevs via zoom, så hade vi presentationen via zoom också. </p>