Sammanfattning Bakgrund: Bemo?tande a?r viktigt fo?r patienters upplevelse av va?rden. Inom va?rden handlar bemo?tande framfo?rallt om hur sjuksko?terskan pa? ett respektfullt sa?tt kommunicerar och bemo?ter patienter och na?rsta?ende. Va?rden skall bedrivas med respekt och utga? fra?n att alla ma?nniskor har lika va?rde oavsett ko?n, a?lder och etnicitet.Syfte: Att beskriva kvinnliga och manliga patienters uppfattningar av bemo?tande inom ha?lso- och sjukva?rden.Metod: Litteraturstudie med systematisk so?kning med en deskriptiv design.

Denna studies syfte a?r att underso?ka va?ldsutsatta kvinnors fo?rva?ntningar pa? och upplevelser av socialtja?nstens bemo?tande och insatser utifra?n Goffmans dramaturgiska rollteori samt maktperspektivet. I denna studie anva?nds en kvalitativ ansats da?r vi har genomfo?rt semistrukturerade intervjuer med va?ldsutsatta kvinnor som har varit i kontakt med socialtja?nsten. De studier som bero?r va?ldsutsatta kvinnors fo?rva?ntningar pa? och upplevelser av socialtja?nsten a?r va?ldigt begra?nsade.

Bakgrund Ambulansen ?r till f?r att ge akutsjukv?rd till personer som saknar m?jlighet att ta sig till sjukhus p? egen hand eller att deras v?rdbehov ?r av s?dant slag att de kan beh?va v?rd p? v?gen till r?tt v?rdinstans. Patienterna som befinner sig i denna typ av situation, har alla olika k?nslom?ssiga upplevelser och kan befinna sig i olika stadier av till exempel kris eller chock d? deras h?lsa och livssituation pl?tsligt f?r?ndras. Ambulanspersonalen som arbetar tillsammans kan ha olika arbetslivserfarenhet och utbildning, men ocks? olika k?nslom?ssiga mognad och s?kerhet i den egna personen n?r det kommer till att m?ta olika situationer och s?ttet att bem?ta patienterna p? kan variera.

The aim of this Masters thesis is to examine how disabled people who receive the shut-in-service in one community define service quality. The purpose is also to examine the shut-in-service and to look at the users' context. Answers are sought to the following questions: - How do users experience the service quality of the shut-in-service? - What kind of service does the shut-in-service offer to the user? - How can the user be described and which are his/her requests? The analysis is based on theory about service quality by Christian Grönroos. The theory makes a distinction between two kinds of service quality, technical vs functional quality, as experienced by the user through the profile of the organization.

Service branding is a subject that has been excluded from the traditional branding theory. Our main purpose with this paper is to distinguish what characterizes service branding. To do this, we have looked in to both service marketing theory as well as branding theory. We have also looked at the existing theory concerning service branding. Six qualitative interviews have been performed to explain what characterizes service branding.

As self-service technologies become more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences between automated and interpersonal service encounters in the initial part of a service provision are examined in terms of customers? evaluation of the service encounter itself, overall satisfaction, as well as the service encounter?s impact on global evaluations and evaluations of other non-dependant service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the service.

Bakgrund Ambulansen ?r till f?r att ge akutsjukv?rd till personer som saknar m?jlighet att ta sig till sjukhus p? egen hand eller att deras v?rdbehov ?r av s?dant slag att de kan beh?va v?rd p? v?gen till r?tt v?rdinstans. Patienterna som befinner sig i denna typ av situation, har alla olika k?nslom?ssiga upplevelser och kan befinna sig i olika stadier av till exempel kris eller chock d? deras h?lsa och livssituation pl?tsligt f?r?ndras. Ambulanspersonalen som arbetar tillsammans kan ha olika arbetslivserfarenhet och utbildning, men ocks? olika k?nslom?ssiga mognad och s?kerhet i den egna personen n?r det kommer till att m?ta olika situationer och s?ttet att bem?ta patienterna p? kan variera.

Bakgrund: Fibromyalgi ?r en kronisk sm?rtsjukdom som ?r komplex med olikartade symtom som p?verkar patienters fysiska och psykiska m?ende. Diagnostiserings- och behandlingsprocessen pr?glas ofta av utmaningar. Viss forskning visar att v?rdpersonal har en varierande kunskap om fibromyalgi som tillst?nd vilket tillsammans kan leda till variationer av bem?tande.

Bakgrund: Kvinnor som lider av polycystiskt ovarialsyndrom (PCOS) upplever ofta utmaningar i sin v?rd och behandling p? grund av bristande kunskap och empati fr?n sjukv?rdspersonalen. Detta kan leda till sen diagnos och negativa upplevelser av v?rden. Syfte: Syftet med litteratur?versikten ?r att unders?ka hur kvinnor med PCOS upplever sjukv?rdpersonalens bem?tande. Metod: En litteratur?versikt genomf?rdes med fokus p? kvalitativa studier som unders?kte kvinnors upplevelser av v?rden vid PCOS. Data samlades in genom s?kningar i databaser och inkluderade tio relevanta artiklar som analyserades och kategoriserades enligt en systematisk metod. Huvudfynd: Resultaten visade att kvinnor med PCOS upplevde brist p? kunskap och empati hos sjukv?rdspersonalen, vilket ledde till sen diagnos och negativa upplevelser av v?rden. Vissa kvinnor k?nde sig v?l bem?tta och st?ttade av v?rden, medan andra upplevde bristande empati och k?nslom?ssig distans fr?n v?rdpersonalen. Slutsatser: Studien pekar p? behovet av f?rb?ttrings?tg?rder inom h?lso- och sjukv?rden f?r att ?ka kunskapen om PCOS bland sjukv?rdspersonal och f?rb?ttra bem?tandet av patienter med denna sjukdom.

Bakgrund Personer med en psykisk funktionsneds?ttning och som bor p? boende med s?rskild service har l?gre energi, motivation och sj?lvf?rtroende ?n personer utan en psykisk funktionsneds?ttning. De har en l?gre delaktighet i sociala, fysiska och meningsfulla aktiviteter ?n ?vrig befolkning. St?dassistenter st?ttar personer med en psykisk funktionsneds?ttning i vardagliga aktiviteter som st?dning, handla mat, f?lja med p? l?karbes?k eller n?gon fritidsaktivitet.

Every business is subject to service failures. The process of correcting these failures and turning disappointed customers back into happy ones is called service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisfied. To further complicate things, service recovery is a process where you may have to correct errors of others - people beyond your control. The research field is relatively new and there are no turn-key solutions as to how to systematically work with service recovery.

The aim with this study is to identify and discuss discourses in public service policy documents to clarify that public service policy is political and not self-evident. The study's theoretical as well as methodological starting point is the discourse theory of Laclau and Mouffe, which ontological position is that all meaning is constructed by discourses. In the studied material, two discourses have been identified in policy concerning the content in public service media. The responsibility-discourse construct meanings of what content the policy wants to see in public service media and in the quality-discourse meanings of how the content should be is constructed. Public service policy is consistent over the period that has been studied and the study shows that there is consensus in the parliament about the regulation of the content in public service media.

The purpose of this thesis is to compare if a charter company's attitude and vision of service can be reconciled with the attitudes and visions that the customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by interviews, focus groups and observations. The framework is theories on the subject of customer satisfaction, quality of service at customer meetings, Self-Service technologies, quality assurance and gap in service.The study has concluded that the approach to service is relatively equal between the company and customers, but the future visions differ. Focus group participants have been thinking bigger and further into the future, while the company focuses more on specific functions.

Since companies have realised the importance of customer loyalty and since the service sector has gained higher significance in recent years, we found it interesting to study what leads to customer loyalty in service companies. The theories we have chosen to consider are customer loyalty, service quality, service guarantees, affinity marketing, loyalty programmes and customer clubs, the customer in focus and other factors that influences customer loyalty. To find out how service companies are working with cus- tomer loyalty, we have conducted a case study within three service companies. Our findings are that customer loyalty has a significant importance for the companies we studied. Quality and personnel were the factors we found had the greatest impact in service companies concerning customer loyalty.

The aim of this thesis is to describe how service companies through adjustment of the customer?s zone of tolerance can influence customer?s perception of the service during the processes of service delivery and create customer satisfaction. The method used was case study approach utilizing personal interviews, which were conducted at two service companies. The study showed that the aspects of the service that have greatest importance for the customer?s assessment of the service and customer satisfaction among others are personal treatment and that personel behave in the way that makes the customer feel itself taken good care of and unique.