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.

The aim of the study was to investigate the importance of the interaction between the physiotherapist and the patient. Semistructured interviews were carried out with three patients and one physiotherapist. A qualitative design with content analysis was used. The data analysis led to classification of four categories. These were communication, confidence, expectations and participation.

Background: More focus has been placed towards autonomy when it comes to care and in special towards palliative care. The purpose with palliative care is to relieve and support at the end of the life. When the patient has difficulties to communicate to those around him due to his illness it is hard to preserve the patients right of self-determination. It is very important to consider the patient as autonomous during the course of the illness. Different alternatives have been developed to preserve the patient?s autonomy such as dedicate a deputy or plan the care of the patient in advance.

The overall aim with this study was to explore the understanding of how nursing staff - at a service flat in the county of Gävleborg, is related to the residents with intellectual disabilities, with regard to the residents' health. Five personal research interviews were conducted with nursing staff in a sheltered housing. The survey was based on a qualitative method with semi-structured interviews. Five nursing staff aged 27-57 were participated in this investigation. The analysis was conducted, by using a thematic approach.My overall findings show that Nursing staff have different roles to play depending on the situation in their relationship with the residents.

There are more and more elderly people and different diseases will affect them. How will the public care be able to face this need of care for the elderly? There are a lot that shows that there will be an increasing demand on the achievements of the relatives. How can this development be answered to? Shall the achievements be concentrated on giving support to the relatives, or will there be a concentration on nursing staff? The purpose of the study was to enlighten who elderly people will be nursed by if a disease affects them.

AbstractBackground: Relation means the relationship between two parts. By creating a good relation between nurse and patient you can conduce a better caring. Aim: The aim of the study was to illustrate the relation within palliative care from nurse- patient perspective. Method: The study is a literature review where ten articles were analysed with qualitative content analysis. Results: The findings showed that knowledge, communication, continuity, silence and availability were the most important thing for the nurse in the relationship.

Syftet med litteraturstudien var att kartlägga sjuksköterskans och patientens syn på egenvård vid typ två diabetes. Studien genomfördes som en systematisk litteraturstudie. Materialsökningen har skett via facklitteratur, Internet samt databaserna Blackwell Synergy, EBSCO HOST, Elin@Dalarna och Ovid. Sökorden var diabetes, education, empowerment, management, nurse, nursing, patient, satisfaction, selfcare. Totalt användes 31 referenser till studien varav 16 empiriska artiklar låg till grund för resultatet.

The objective of this thesis was to examine and analyse how various directors within old-age care, the resident-coordinator, nursing-staff, and the dementia-team apprehend the organisation of dementia nursing homes in the municipality. Our questions were the following:How important is it that the care-receivers are examined and diagnosed?Do the respondents experience difficulties with non-differentiated dementia nursing homes?Which are the advantages and disadvantages for care receivers/patients and nursing-staff if dementia care homes are differentiated according to the care-receivers dementia diagnosis and phase of illness?Are there alternative solutions to the way the municipality organise the residence for carereceivers today that might improve the situation for care-receivers/patients and nursing-staff?How does cooperation or the lack of it mint the conditions for care in dementia nursing homes?Which goals does the municipality have for the organisation of dementia care?Our approach was a qualitative method consisting of interviews to answer the objective of this thesis and our questions. Our findings are supported by a sociological analysis of organisations. Our findings show that there is a conflict of interest between the principle of permanent residence which imply that the care-receiver should not have to move against her or his will and between the use of differentiated dementia nursing homes.

Background:Studies show that when nurses are experiencing problems in the care of non-Swedish speaking patients, it is often due to obstacles in the communication. Studies also show that a prerequisite for adequate care is that there is a basis for a direct communication. Nurses perceive interpreters as an important link to the patient when they do not share a mutual language, the nurses perceive interpreters as a bridge in the conversation.Aim:The purpose of the study is to describe nurses' experiences of the quality of assessments done with the help of an interpreter.Method:The study was conducted through interviews with ten nurses, working at psychiatric clinics. Qualitative content analysis was used for the analysis, which resulted in five categories.Results:The analysis resulted in one theme: "it´s the interpreter who tells me and have not the feeling that the patient has" and five categories: "shades of the language", "conversation structure", "the interpreter's competence", "interpreting implementing" and "the interpreter's gender and origin". The nurses experience working with interpreters as a challenge.

Syftet med denna studie var att undersöka risken för Compassion Fatique hos sjuksköterskor vid Akademiska sjukhuset i Uppsala. Compassion Fatigue är då en person som konsekvens av sitt empatiska engagemang gentemot en annan person blir emotionellt utmattad. En enkätstudie bland psykiatrisjuksköterskor och sjuksköterskor inom den somatiska vården gjordes, dessa jämfördes i avseende på Compassion Fatique-risk. Huvudresultatet tyder på att nästan en fjärdedel av sjuksköterskorna som grupp är i riskzonen för att utveckla Compassion Fatique och att närmare 40 % av alla deltagare var i riskzonen för att utveckla utbrändhet. 21,9 % låg under referensvärdet för Compassion Satisfaction, vilket innebär att man ej känner sig tillfredställd med sin arbetssituation.

Background. Anesthetic-related death in small animal anesthesia is about ten times more common than in human anesthesia. Recent research identifies the early postoperative period as particularly risky and highlights the need for regular and careful monitoring of the veterinary patient during this period. Objective. The aims of this study were to investigate whether there are standard procedures in terms of regulated routine patient observations and record-keeping during the early postoperative period at Swedish veterinary clinics, and if there are any guidelines for monitoring the veterinary patient during recovery. Methods. A small survey including ten Swedish veterinary clinics was carried out as well as a literature review. Results.

Title: Satisfaction and loyalty from a customer viewpoint Level: Final assignment for Master degree in Business Administration Authors: Thomas Blomqvist and Per Nilsson Supervisor: Lars-Torsten Eriksson Date: Januari 2010Purpose: The overall purpose of our paper is to describe Alfas customers based on the level of satisfaction and loyalty. We also want to find out if there are specific characteristics of customers with a high degree of satisfaction and loyalty.Method: We have used both secondary and primary data in the paper. We started with a review of relevant literature to seek knowledge in the field of customer satisfaction and customer loyalty. Thereafter we conducted a prestudy by interviewing three of Alfas employees, and finally we conducted a quantitative survey on Alfas customers. The results were analyzed and compared against current theory of customer satisfaction and customer loyaltyResults & conclusion: The results suggest that Alfa is successful in meeting customer expectations in service delivery, even if we can confirm differences in outcome between the three businessareas.

Aim: To describe the lived experience of women with polycystic ovary syndrome (PCOS). Method: Eight scientific articles of appropriate quality were found, analyzed, condensed and synthesized. Different experiences by women with PCOS were found and ordered into themes. The findings were then anchored in associated literature and discussed. Results: Four different themes were found: Feeling different; Disturbing symptoms; Searching for answers; Care treatment.

To which extent elderly people at nursing homes have an influence on their daily living is currently debated. Studies have shown that they have limited influence due to restricting routines associated with nursing homes. Therefore the aim of this study was to examine how elderly people experience the ability to influence their daily living at nursing homes and how limited influence is revealed in the daily care. Five elderly people, from four different nursing homes, underwent a structured interview. The outcome of the interviews was analyzed in relation to established theories related to geriatric care.

PurposeThe purpose of this study has been to investigate the documentation process following the guiding principles of the Quality Norms for Fall Prevention concerning fall risk assessment, risk identification, fall preventive measures, information and the making of an individual care plan.MethodThis study is a quantitative, descriptive and retrospective journal review study. There were 100 journals examine the existing documentation concerning fall risk assessment of patients who received treatment in geriatric patient care. The sample was consecutively.ResultsThe results showed that fall risk assessment was documented in 79 of 100 examined journals. 56 (71 %) of the fall risk assessments were made within 24 hours. In 59 of 100 journals the patient, relatives or former caretakers was asked whether the patient had had a fall within the last year, and in 61 of 100 journals it was documented that the nursing staff had made an assessment that the patient was going to have a fall during his or her length of stay if no preventive measures were set in.The majority of fall risk factors and fall preventive measures were documented within the areas of walking and transfer. It was documented that the patient was informed of fall risk, fall risk factors and fall preventive measures in 15 of 100 journals.