Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

Problem: Which factors affect customer satisfaction in a non-physical bank relation? Purpose: The purpose with this thesis is to study what creates customer satisfaction in a non-physical bank relation. We look at this by conducting a case study in which we studied the opinion of customers who uses the e-bank at FöreningsSparbanken. Method: We have used a qualitative data method through which we have received answers from our respondents, these we have interpreted to form information, which we have used in our analysis. In our empirical study we have used a case study in which we have chosen to interview both customers and co-workers to get an answer to our problem.

The tribo system ice-curling stone was investigated in order to understand the mechanisms behind the stones' behavior on the ice sheet. The problem with non-identical stones should also be addressed.The stone curls, that is, its sliding path deviates from a straight line to the right for a clock-wise rotation and to the left for a anti-clock-wise rotation. Several mechanisms to explain this behavior have been proposed over the years but none has been successful.By carrying out experiments at the local curling rink and studying silicon castings of ice- and stone-surfaces with scanning electron microscopy and vertical scanning interferometry, it has been decided that the curl is not due to dry friction, ice-debris or the difference in friction on the left and right side of the stone. The side force comes from the fact that the friction is higher at the back of the stone than at the front.The contact between stone and ice is never completely dry, nor in the hydrodynamic lubrication regime. It is probably a combination of hydrodynamic lubrication and a contribution from mechanical scratching of the ice.

Background: Postoperative infections are a serious patient safety problem and affects about 3 % of all patients undergoing surgery. The consequences are prolonged hospital stays, high social costs, increased use of antibiotics and impaired quality of life for the patient. It has been shown that postoperative infections may be caused by contamination already in the operating room. Today we know that there is growth of microorganisms on the instrument table´s top, but there is a research gap about the instrument table's edges.Aim: To examine if the sterile drape on the instrument table´s edges are sterile after finished surgery.Method: Contact plates are printed on strategically selected areas on the sterile drapes top and edges. In the pilot study, a total of 51 cultures were taken at the end of three operations which lasted over three hours.Results: Growth on the top surface and the edges of the sterile drape were detected.

This work is designed to monitor developments in the relationship between teacher and student in the school environment, but also outside, from the 1950s until today. The survey was based on four interviews with teachers in the same age, and based on their life stories. Their experiences range from student to novice teachers and a long working life until retirement. In addition, all four children has a parent perspective. The following issues have been focused:                      1.What factors have been crucial in teaching elevrelationens development from the 1950s up     to today?                      2.

En bättre värld genom faith? En studie om hur organisationen DIAN Interfidei arbetar för att skapa fredliga relationer i Indonesien [A better world through faith? A study about how the organization DIAN Interfidei works to pursue peaceful relations in Indonesia]. The aim of this study has been to analyze how an Indonesian NGO called DIAN Interfidei works with peacebuilding through faith in order to bring harmony between the various ethnic and religious groups of people that inhabits the nation. Through interviews and the study of Interfideis own source-material could their methods and problems be explored, and later on related to contemporary research in the field of conflict-resolution and peace-making. The conclusions that could be drawn from this study is that Interfidei primarily targets two specific groups (teachers of religion in schools and future religious leaders) in their programmes, because these groups in turn have the potential to affect several people in their own work.

Every second woman in Sweden suffers in their lifetime of fracture that is related to osteoporosis. Osteoporosis and fractures affect the person´s everyday life. The aim of the study was to describe experiences of feeling well among women with osteoporosis. Six women were interviewed with semi- structured interviews. The interviews were transcribed and the text was analyzed with thematic content analysis.

The aim of this master thesis is to investigate the design of the reference service and its development that Internet has caused in college/university libraries when it comes to the service provided to the user. I want to examine the quality of this development from the view of the librarians, and also investigate their attitude and how they deal with this development.The following questions were asked:? How has Internet changed the reference service at college/university libraries?? How do the librarians look upon the possible change of quality in the reference service when the Internet is involved?? What attitude do the librarians hold toward this development where Internet is used in the reference service and how do they deal with it?The method used was qualitative interviews. A total of six librarians from Blekinge tekniska högskola, Halmstad högskola, Lunds universitet and Växjö universitet have been interviewed.The theories and models used were ?media richness?, a quality framework including ?quality aspects of a service?, and social psychology and its ?reasons for a positive/negative attitude on an organisations change?.The result shows that Internet has brought more sources of information and additional ways to contact the library.

The purpose of this essay is to describe and analyse the dilemmas within assessments to establish the parenting ability of mentally handicapped parents, and furthermore to see how these assessments are carried out.To achieve this purpose we have interviewed eight professionals from three different professions who comes into contact with mentally handicapped parents throughout these assessments. These professions we have interviewed people from, are employees from social services, employees from assessment homes and lawyers.We have summarized the results of our interviews into three main themes. The first is focusing on which method/model employees from social services and assessment homes use to help establish the parenting ability of mentally handicapped parents. The second theme describes different dilemmas that can arise in these assessments and the last theme describes the knowledge that people we interviewed have regarding mentally handicapped parents.Professions which carry out assessments of mentally handicapped parents often come across a variety of different dilemmas, one of the clearest is how to enable these parents to understand the necessity behind the assessment and to give them an understanding of what kind of help and support they need in order to give their children a "good enough" childhood..

The object with the study of this literature was to describe differente programs of care and patients and relatives experience and opinion about the caring for patients with Anorexia Nervosa. The method the author used was a descriptive literature study based on imperial studies. The studies were based on 15 scientific articles within the chosen field. The results shows that these patients hade special needs to be seen and heard as individuals, involved in their own treatment, and have good contact with the caring staff. The study also shows which methods were mostly appreciated involving nurses, patients and relatives.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

Under lång tid har hälsoarbetet bestått av insatser inom det patogena området som fokuserar på orsaker till ohälsa och sjukdom. Utifrån ett salutogent perspektiv söks istället hälsans ursprung. Perspektivet utgår från vilka faktorer som gör att människor mår bra och vidmakthåller hälsan trots omständigheter som bidrar till att de är eller har varit utsatta för potentiellt sjukdomsframkallande biologiska eller psykosociala faktorer. Syftet med studien var att studera lantbrukares upplevelse av hälsa, med avsikt att beskriva salutogena faktorer för hälsa som kan vara användbara i hälsofrämjande arbete. Datainsamlingen har skett genom en postenkät till 300 lantbrukare i Skåne.

Our study aims to examine whether managers in elderly care are working from a salutogenic approach to create a dignified life for the residents. By this we are trying to find out how you look at life in dignity and what meaning it has, what similarities and what differences there are. We also want to explore what they want to achieve with their work and what they do to enable it. The questions we asked ourselves what the salutogenic approach is for managers working in nursing homes. How do they look at a decent life and we ask ourselves the question of the salutogenic approach is just a "buzzword" in a working man always had or there are real differences? The method we have chosen to use is a web-based questionnaire that we sent to our sample.

This report is focusing upon relining from a client?s point of view. Potential buyers are given a presentation of the different methods available today together with a general briefing describing the process. An important part of this report are the interviews that took place with already established customers. Property owners, managers, pipe cleaners, and project managers whom all been in contact with relining have answered the questions given along with their own thoughts and have also given recommendations of other persons to talk to.

The aim of this master thesis is to study what relationship mentally disabled adults have with the public library and what factors affect their meeting with the library. The work of the library is also studied so that the experiences of the mentally disabled can be put in relation to the work performed for the group. The method used was interviews with four mentally disabled adults and one librarian responsible for the social function and availability at the library. As a theoretical framework Marianne Andersson and Dorte Skot-Hansen?s model over the profiles of the library and Michael Buckland?s barriers, which must be overcome to achieve full access to information, were used.