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.

This thesis explores the relationship between designer intent and consumer response. A novel approach to evaluate the degree of correspondence between designer intent and consumer perceptions has been proposed. The empirical results have shown the influence of consumers’ cultural backgrounds on the way they perceive semantic and symbolic product personalities (characteristics of a product and its owner, respectively), comparing British and Japanese consumer groups. Semantic product personalities are more likely to be universally perceived and more easily intentionally elicited from consumers than symbolic product personalities. The research project consists of a pilot study (Phases I) and an experiment (Phase II) in which mixed methods of interview and survey are employed. Phase I seeks to explore the in-depth understanding of a designer’s thoughts by interviews, and to develop and test newly elaborated consumer surveys termed Designer-driven semantic differentials and Consumer-driven adjective selection. The findings have been considered to construct an analytical framework, characterised by Agreement among consumer perceptions and Correspondence between designer intent and the consumer perceptions, for evaluation of designers’ elicitation of intended product personalities from consumers. Phase II conducts a statistical examination of the impact of cultural difference on consumer perceptions under experimental conditions. The perception of target and non-target consumer groups as categorised by nationality were gauged by Designer-driven semantic differentials and Personality selection, specifically perception of USB sticks designed by three different designers. The survey results are analysed by using descriptive statistics, one-way ANOVA and Chi-squared test within the analytical framework. Subsequently, the results from Phase I and II are extensively discussed based on a framework based on brand personality and Affect Control Theory, both of which may involve potential impact on the development of design research into product development with emotional attachment. The scene is set for future research opportunities based on the approach and findings of this study.

The thesis deals with the psychological aspects of foster care, which we can define in this context as the perspective of a foster relationship and its impact on the child and foster parent. This thesis describes the psychological needs of the child, there are also defined consequences of psychological deprivation, such as psychological deprivation. It also analyzes the emotional attachment, the manifestations of its disorder and possible treatment. In addition to the analysis of children placed in foster care, this thesis also focuses on a foster parent. From this aspect, the motivation for substitute parenthood, as well as the difference between expectations and reality, is evaluated. Thesis also points to the relationship between the foster parent and the child, with all the impacts, difficulties and mistakes that foster parents can make during their upbringing. At the end of this thesis are presented the practical principles for the successful and long-term functioning of the foster relationship.

Sjukskrivningar med anledning av stressrelaterade åkommor har ökat stort de senaste åren och det skiljer sig i antalet mellan kvinnor och män. Tidigare forskning visade på att medarbetare med högt organisatoriskt engagemang hade en starkare vilja till att utöva större arbetsinsatser och ansträngningar på uppdrag av organisationen. Det fanns dock en risk med att den anställda gjorde en så stor ansträngning att det påverkade återhämtningen, som i sin tur kunde leda till stressrelaterade sjukdomar. Studier på arbetsrelaterad stress förekommer i stor utsträckning, dock har få studier undersökt sambanden mellan variablerna organisatoriskt engagemang och arbetsrelaterad stress. För att besvara frågeställningarna har en kvantitativ studie gjorts där datainsamlingen skedde genom både onlinebaserad enkät samt pappersenkäter med totalt 25 påståenden. Enkäten bestod av två etablerade frågeformulär; Organizational Commitment Questionnaire (OCQ) samt Perceived Stress Scale 10-items (PSS) som avsåg att mäta engagemang på arbetsplatsen samt arbetsrelaterad stress. Totalt deltog 233 personer i studien (M= 34,9 år, SD= 10,2 år, åldersintervall 18–68 år, 63% kvinnor). Variablerna visade på en normalfördelning och därför kunde en enkel linjär regression göras. Resultatet visade på ett negativt statistiskt signifikant samband mellan engagemang och stress hos kvinnor, dock inte hos män. Engagemangsnivåer kan i högre utsträckning predicera stressnivåer hos kvinnor än hos män. / Sick leave due to stress-related problems has increased in recent years and the number of sick leave days varies between women and men. Previous research has shown that employees with high organizational commitment had a stronger desire to practice greater work efforts and efforts on behalf of the organization. However, there was a risk that the employee made such an effort that it affected the recovery, which in turn could lead to stress-related illnesses. Studies on work-related stress occur to a large extent, however, few studies have done research on the correlations between organizational commitment and work-related stress. A quantitative study was conducted to answer the research questions; data collection was done through both online- and paper questionnaires with a total of 25 items. The survey was designed by two established questionnaires; Organizational Commitment Questionnaire (OCQ) and Perceived Stress Scale 10-items (PSS) that were intended to measure workplace engagement and work-related stress. A total of 233 people participated in the study (M = 24.9 years, SD = 10.2 years, range of ages 18-68 years, 63% women). The variables showed a normal distribution and therefore a simple linear regression was conducted. The results showed a negative statistically significant correlation between commitment and stress for women, but not for men. Engagement levels can to a greater extent predict stress levels in women than in men.

Using the Otome game Amnesia and its localized version Amnesia: Memories as a case study, the phenomenon of Otome games was explored from a translation- and Japanese studies' perspective. This paper investigated how translation choices shape character personality, and, as such, Western views. Toma, the most popular character from the Amnesia franchise according to Japanese popularity rankings, was received differently by the Western audience. This study aimed at exploring how translation choices might be related to this difference in reception. As such, it posed the questions: In what respect could changes that occurred during the localization process have led to an alteration of Toma's personality? How could these changes explain the discrepancy between player reception in Japan and the West? Upon analyzing the scripts, a connection between the effect created by certain translation strategies and Western player reception became apparent. Effects identified included the erasure of entry points for "self-inserting" players, the creation of a distorted first impression and the infringement of the players' spaces in ways not present in the original. The connection between character personality and the creation of an "equivalent gameplay experience" was explored. It resulted in the confirmation of the hypothesis surrounding their overall inseparability in an Otome game context, with the exception of a minority of justifiable cases where personality alterations were conducted in favor of a culturally equivalent gameplay experience. The impact of pre-filled gaps in the text led to decreased opportunities for players to contribute to the creation of meaning, while the presence of mistranslations sparked feelings of confusion regarding the character's sanity. Taking the role of the translator, the player and the virtual love interest into consideration, this paper suggests an approach derived from acting as a tool for future character personality preservation in Otome game translation.

Today, textile products are designed with a “built-in obsolescence” to only last for a shorttime. The intention of this is to allow or even to encourage the customer to get rid of it assoon as possible and buy a new item. This has led to the discussed matter of increase indemand and hence overconsumption of textiles causing a lack of raw materials. Upcycling oftextile materials is a possible solution to this problem, where textile waste is re-used to makea new product. The purpose of this thesis is to view the penetrating power of upcycling oftextile materials and to define the potential of solely selling upcycled textile products. Up-todatetheoretical data has been collected together with three qualitative interviews withretailers and a manufacturer, all selling upcycled textile products. The potential of solelyselling upcycled textile products lies in the mind of the consumer and the dedication of thevendor. The younger generation makes a challenging potential and the emotional attachmentto the products generated by story telling and surprising factors contribute to this potential.The fact that the textile industry is facing severe challenges is also seen as a potential to covernew and substantial market shares.Textila produkter designas idag med ett inbyggt föråldrande med en kort livstid som syfte.Avsikten med detta är att tillåta eller till och med uppmuntra kunden att tröttna och göra sigav med produkten så snart som möjligt för att därefter köpa en ny. Den här processen harresulterat i det diskuterade ämnet om efterfrågeökning och överkonsumtion av textilier, sominnebär en råvarubrist i textilindustrin. Förädling (upcycling) av textila material är en möjliglösning till det här problemet, då textilavfall återanvänds och görs till en ny produkt. Syftetmed den här uppsatsen är att studera genomslagskraften upcycling av textila material har ochatt genom det kunna definiera vad det finns för potential att enbart sälja upcyclade textilaprodukter. Aktuell teoretisk information har samlats in tillsammans med tre kvalitativaintervjuer med två återförsäljare och en producent av upcyclade textila produkter. Utsikterna iatt enbart sälja upcyclade textila produkter ligger i kundens sinne och hos säljarens hängivelsetill fenomenet. Den yngre generationen utgör en utmanande potentiell målgrupp, och denkänslomässiga relationen till produkten som erhålls genom att förmedla historien bakomprodukten samt produktens överraskningsförmåga innebär möjligheter. Det faktum atttextilindustrin står inför allvarliga utmaningar ses också som en möjlighet att täcka nya ochomfattande marknadsandelar. / Program: Textilekonomutbildningen

Product customisation has always been a regular practice as a form of self or group identification. Previous studies have demonstrated that when investing time and effort to customise a product, an emotional attachment to that product develops. Since the 1980s, new technologies in design, manufacturing and communications have facilitated customisation practices for mass manufacturers as well as for individual consumers. For example, computer algorithms can now automate customisation (i.e. individualise), meaning that the investment of time and effort can be significantly lower than in other customisation processes. Such novel automated practices have, however, not considered the effects on emotional attachment to products, which occurs when the consumer personally engages in the process. This research investigates individualisation as a form of customisation by looking at the relationship between an individualised product and the consumers’ attribution of value and emotional attachment to the end result. This was achieved through a mixed methods approach: following a literature review, in-depth interviews, observation and experiments were carried out. Four pilot studies were conducted, involving 42 respondents (designers, company directors, and consumers). The main study engaged a further 44 respondents, profiled as one of two types of consumers depending on their critical engagement with customisation processes, namely Active Consumers (AC) that Passive Consumers (PC). Data was collected through five Action Research cycles and incorporated key features of Design-Based Research. It was then processed, coded and analysed using thematic analysis. This study makes contributions to knowledge in the area of product customisation and individualisation, as well as in the research methods developed, applied and refined over the four pilot iterations and in the main study. Results suggest that despite limiting freedom of choice, individualisation is a valuable approach to product customisation, particularly for PCs willing to relinquish part of the decision making to an automated process, in order to obtain a customised and unique design. ACs, on the other hand, value their freedom to customise their own products and see individualisation as a limitation to the customisation experience and as a hindrance to developing emotional attachment to the product. These findings have the potential to inform entrepreneurs’ and designers’ decisions to better understand and exploit the benefits associated to individualisation processes. Offering specific consumer groups opportunities to engage with the individualisation process can trigger a strong emotional product attachment and potentially generate new business opportunities.

Syfte: Att skapa lojala kunder i dagens samhälle har blivit allt mer komplext till följd av e-handelns framfart. Relationen mellan konsument och varumärke var förr fokuserad vid pris och kvalitet. På senare tid visar studier att området kring långvariga relationer är komplexare än så. Mer mjuka värden i form av emotionella faktorer har visat sig spela en avgörande roll i företagens strävan att skapa relationer och lönsamhet på längre sikt. Studiens syfte är att undersöka de emotionella faktorer som påverkar konsumenters varumärkeslojalitet och långvariga relationer. Metod: I studien används en kvantitativ metod där en enkätundersökning publiceras för sportintresserade konsumenter. Data kopplat till faktorerna varumärkeslojalitet, varumärkeskärlek, emotionell anknytning samt funktionalitet samlades in och analyserades med hjälp av en multipel regressionsanalys. Flera T-tester genomfördes även för att påvisa eventuella skillnader i varumärkeslojalitet mellan varumärken och generationer. Resultat & slutsats: Resultatet av den multipla regressionsanalysen tyder på att det finns ett samband mellan varumärkeslojalitet och emotionell anknytning samt varumärkeskärlek. Vidare redovisas en skillnad i hur de olika varumärkena uppfattas när det kommer till emotionellt och funktionellt. Den yngre generationen visar även på en högre varumärkeslojalitet baserat på de två sportvarumärkena som undersöks. Teoretiskt- och praktiskt bidrag: Vårt bidrag till forskningen är att ge en bredare kunskap till det komplexa området som varumärkeslojalitet och långvariga relationer är. Få studier i Sverige har forskat kring de emotionella faktorerna som påverkar varumärkeslojalitet. På så sätt bidrar studien med relevant kunskap som företag och marknadsförare kan nyttja i verksamheterna. Fo¨rslag pa° framtida forskning: Studien avgränsar sig till den svenska sportbranschen där majoriteten av respondenterna befinner sig i 20-30 års ålder. Vidare forskning föreslår att nå ut till den äldre generationen för att påvisa eventuella skillnader i resultatet. I denna och tidigare studier undersöks kläder inom sportbranschen och lyxvarubranschen. Fortsatta studier rekommenderas att undersöka andra branscher och områden där livsmedelsbutiker ges som exempel. Vidare föreslås att ta in fler variabler som är direkt kopplade till varumärkeslojalitet. / Purpose: Creating loyal customers in today's society has become increasingly complex as a result of the progress of e-commerce. The relationship between consumer and brand used to be focused on price and quality. More recently, studies show that the field of long-term relationships is more complex than that. Softer values in the form of emotional factors have proven to play a decisive role in companies' efforts to create relationships and profitability in the longer term. The purpose of the study is to investigate the emotional factors that influence consumers' brand loyalty and long-term relationships. The language of the thesis is Swedish. Method: The study uses a quantitative method where a survey is published for consumers interested in sports. Data linked to the factors brand loyalty, brand love, emotional attachment and functionality were collected and analyzed using a multiple regression analysis. Several T-tests were also conducted to demonstrate any differences in brand loyalty between brands and generations. Results & conclusions: The results of the multiple regression analysis indicate that there is a relationship between brand loyalty and emotional attachment as well as brand love. Furthermore, the study shows differences in how consumers perceive the brands in terms of their functional and emotional aspects. The younger generation also shows a higher brand loyalty based on the two sports brands used in the study. Theoretical and practical contribution: Our contribution to the research is to provide a broader knowledge to the complex area of brand loyalty and long-term relationships. Few studies in Sweden have researched the emotional factors that influence brand loyalty. In this way, the study contributes relevant knowledge that companies and marketers can use in their operations. Suggestions for future research: The study is limited to the Swedish sports industry where the majority of respondents are in their 20s and 30s. Further research suggests reaching out to the older generation to demonstrate any differences in outcome. In this and previous studies, clothing in the sports industry and the luxury goods industry is examined. Further studies are recommended to investigate other industries and areas where grocery stores are given as an example. Furthermore, it is suggested to include more variables that are directly linked to brand loyalty.

Since food is such a vital part of life and an instinct that none of us can live without, I wanted to combine food with the fun of experiencing new recipes, connecting other cultures via cuisine, empowering individuals to start their own businesses, and easing the lives of people with daily responsibilities and obligations such as workers, students and families. “Tomatoes and oregano make it Italian; wine and tarragon make it French. Sour cream makes it Russian; lemon and cinnamon make it Greek. Soy sauce makes it Chinese; garlic makes it good.” Alice May Brock (of Alice’s Restaurant fame 1977). The complex, delectable food that we used to eat at our parents' house are not available at most places. However, by designing a system that connects brilliant chefs at their homes from many different cultures with customers who want such a service on busy days, they may use it in days or weeks filled with various activities and responsibilities and who want to experience different cuisines from other cultures throughout the world, they may find themselves craving the food they ate as a child. Even while attachment style develops throughout childhood, it has an impact on people's social attachments, interpersonal relationships, and emotion management well into adulthood (Gillath, Karantzas & Fraley, 2016).

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