The characteristic of services as an effort carried out in a "moment of truth" implies a risk for failures. This study sheds new light on how alternative offerings that customers are initially exposed to can affect satisfaction and loyalty in the service failure and recovery context. More specifically, two aspects of the initial offering are studied: promised general service quality and the presence of a promise about a specific product attribute. Based on a presentation of the main theoretical perspectives, hypotheses are formulated and a scenario-based experiment in a hotel setting is designed to explore these. The results indicate that a higher level of promised service quality can result in more positive evaluations of satisfaction and stronger word-of-mouth intentions than for a lower level of promised service quality.

    The purpose of this essay is to examine trust, or lack of trust, in the social services. Previous research considering this topic is limited, which, in our point of view, implies the need of further studies. A quantative method was used, consisting of an online questionnaire containing statements about the social services. The statements were designed using a five level Likert-scale which required the respondent to rate their level of agreement. The questionnaire was published on five webcommunities directed to parents.

This Master's Thesis describes the design of a new system where a digital signal processor has been added to an existing imaging system consisting of field programmable gate arrays. The new system will offer a higher degree of flexibility by considerably shortening the design time and make it possible to implement more complex algorithms than the existing ones. The choice of system architecture and a test implementation are discussed. The test implementation consists of a program for the digital signal processor and VHDL code for one of the field programmable gate arrays. The code for the digital signal processor was designed for testing on an evaluation board from Texas Instruments.

The goal of this Bachelor project was to develop the Sundsvall42 website,whose name originates from the conference held in week 42 and during whichall the IT-companies in Sundsvall gather and hold a number of different lectures.The website has been designed to accommodate both speakers and partipicants.All partipicants and lecturers will receive a personalized page inwhich there are a number of functions which are available for use, including ablog for each workshop and a calendar. The program used to create this isLiferay and the operating system is Linux. The entire website is encoded usingLiferay and Java, but the website is not adapted for use with the smaller screensize of the Smartphone. However, because of the Responsive Design technology,the website is able to adapt to various devices such as the Ipad and Smartphonesand the website will be able to adapt to the screen sizes of these devices.As it has all been processed using open-source, everyone has the right to accessthe source code. It is also possible for anyone to make changes to the code ifsuch changes are required.

Most major companies today have a visual identity. It answers questions like: which font do I use? and when can I use the logo or not? Westinghouse Nuclear Fuel in Västerås have a visual identity but no guidelines for the employees to follow. Further-more, rollups and rollup handouts produced by Westinghouse are not mentioned in the visual identity. ?erefore the external information from Westinghouse is someti-mes, both by employees and customers, perceived as not uniform.

A woman is dying of cancer, she refuses to use her walking aid. Because she is embarrassed. This means she can?t leave her house, and her last days become very limited.Why do we act like this?Can the view we have of products adapted for disabled be changed by working with colour, texture, form and materials?There are many products adapted for disabled, the products often have a good function and well developed ergonomic aspects but the visual aspect leaves a lot to wish for. There is neither effort nor money put in to the exterior design of most of these products.A lot of the solutions that are invented for adapted products can be used in design of ?regular? products.Why should we then divide products in to adapted and non-adapted.

This essay shows how administrators in two different organizations are experiencing freedom of action in their work situation. The essay is made based on a qualitative method and interviews were used to implement the study. People chosen for this study are four administrators at a governmentagency - the Social Insurance agency, and four municipal officers from different Social service offices in southern Sweden. The theoretical framework consists of Weber's theory of bureaucracy, and his discussion of the legal authority. The analysis is designed as adiscussion of the parts that were especially prominent during the interviews.

This report describes the development of a sample loader for my diploma work at Q-linea AB in Uppsala. The sample loader will replace the process of loading fluid samples into Q-linea?s instrument for biomolecule analysis. The earlier process was done by hand and was a time consuming and inefficient task.The work was initiated with a design phase where an overview of the system was created. The sample loader will be receiving text commands from a PC that coordinates all the subsystems like pumps and lasers on the analysis instrument.

This report describes the development of a RESTful web service for mobile applications. The web service makes resources from an existing system called kompetensdatabasen ("the competence database") available. Kompetensdatabasen holds information about the capabilities of consultants and about assignments carried out at the IT consultant business Nethouse AB.The web service was developed according to the principles of REST and ROA (Resource Oriented Architecture) which puts focus on making resources available. The resources are made available through the HTTP protocol and the methods associated with it. This means it was designed to use the same technologies as the world wide web.

Shareholder, who decides to continue with the company, can cause that they become per-sonally liable for its upcoming obligations. Creditors must lodge an appeal against the shareholder to get compensation for the harm they have suffered. The damage rules in Swedish company law are designed to utilize the company?s interest, that is, shareholders and other corporate members shall promote the interests of the company and not cause damage.The rules about compensation that shareholder obligates itself to are difficult to apply and are adapt to the specific cases. For a shareholder to be personally responsible in a real situation a company has to establish a subsidiary company, which is being driven undercapitalized, intended to benefit the shareholder.

Background: Every year, 2000 persons in Sweden are diagnosed with malignant melanoma, the most alarming form of skincancer. Sunexposure, sunburns and tanningbed use are the most appearing causes in the development of this disease. The skin of young people is sensitive to UV-radiation and their sunbehaviour could be determinant to their future health. Purpose: To illuminate the knowledge and attitudes of adolescents towards sunexposure in the meaning to avoid the development of malignant melanoma. Method: The study was designed to be a literature review, containing scientific articles of both qualitative and quantitative approach.

This quantitative study explores how employee perceived efficiency within customer service is affected by standardized routines, digital tools, and motivational factors. The study is based on survey data collected from 42 employees across five customer service departments in a larger organization. The theoretical foundation integrates Weber?s bureaucracy theory, the Technology Acceptance Model (TAM), and the Job Characteristics Model (JCM), allowing for a multidimensional analysis to capture the employees' experiences of efficiency. Findings reveal a statistically significant positive relationship between perceived efficiency and both standardized routines and perceived digital tool usefulness and ease of use. Furthermore, the study identifies that skill variety and task significance are positively correlated with experienced meaningfulness, which indicates a potential mediating relationship between these motivational aspects and perceived efficiency.

This thesis treats the subject of a complete steady state and dynamic model of the VSC-HVDC covering both the AC and DC system-side of the converter. The topology of the model is recreated after the scheduled transmission line in the south of Sweden, called SydVa?stla?nken. The topology covers both a simple two terminal connection as well as a multi-terminal one. This model is to be implemented in the power system simulation program ARISTO.

When traffic in large cities increases, it becomes more vulnerable to disturbances such as accidents, stalled vehicles or construction; therefore, traffic jams are more likely to occur. For better control of the traffic at a disturbance the Swedish National Road Administration (SNRA) has traffic equipment which can be controlled from a command centre. This traffic equipment consists of gates and signs with variable messages. This report will discuss the system used for traffic control in Stockholm. It will present proposals designed to improve it.

Most major companies today have a visual identity. It answers questions like: which font do I use? and when can I use the logo or not? Westinghouse Nuclear Fuel in Västerås have a visual identity but no guidelines for the employees to follow. Further-more, rollups and rollup handouts produced by Westinghouse are not mentioned in the visual identity. ?erefore the external information from Westinghouse is someti-mes, both by employees and customers, perceived as not uniform.