Service recovery innebär företags försök att uppväga kunders negativa reaktioner på ett misslyckande vid leverans av en tjänst. Det här är ett relativt välutforskat ämne, men fokus är nästan uteslutande på kunden och hur den ska hanteras. Kundperspektivet är dock bara en av tre delar som ingår i service recovery. Förutom att göra kunderna nöjda, behöver företag arbeta aktivt med att förbättra processerna samt ge medarbetarna rätt förutsättningar för att hantera misslyckanden och därefter återhämta sig. Det sistnämnda, kallat employee recovery, upplever vi ha blivit bortprioriterat och nonchalerat i en majoritet av tidigare forskning inom service recovery.

Today, literature is published in a wide variety of formats, it can be published digitally or in the more traditional paper format or as an audiobook. This thesis aims to take a closer look at fan fiction readers? reading habits and motivations for reading, as group accustomed to using different kinds of formats for their reading. It does so by analyzing fifteen responses to an online survey using only open-ended questions. The survey was posted online on fan fiction sites and could be answered anonymously.

The number of wireless networks has increased rapidly among both home users and companies in just a few years. That has brought a lot of good things with it, for example the possibility to connect wireless equipment to the network or Internet from an arbitrary position within range of the accesspoint. But since the transmissions take place through the air some new security risks appear. It?s difficult to restrict the signals to a specific space and thereby a lot easier for unauthorized to eavesdrop or disturb the signals compared to a traditional wired network.

A quantitative survey of students in grades one in high school, where the aim is to find out what factors affected their upper secondary school. The survey is based on marketing, and looks to how to market a high school..

AbstractIn this study, then collaboration agreement impact of the work on 11 and 19 § § MBL are studied. The employer and collective agreements bearing employee union are often involved in collaborative agreements to facilitate cooperation between them. Issues addressed to collaboration areoften questions related to employee participation. The purpose of this study is to investigate two local employers and related collective bearing employee unionsview of the cooperation agreement related to the MBL. The purpose leads to these questions:?How can co-operation agreements affect 11 and 19 § § MBL??What are theadvantages and disadvantages cooperation agreementscan lead to, regardingemployer disclosure and negotiation duty?To try to sort out these issues are interviews conducted to create a greater understanding of the work of the Cooperation Agreement between organizations and how it affects them.Results of the study suggest that collaboration agreement leads to simplifications in the work of the employer's information and bargaining duty.

The purpose of this study is to show and explain how and why Swedish young people use Youtube.We conducted a written survey, asking approximately 120 students between the ages 16 and 18. The survey was carried out in the classrooms in order to receive answers from as many students as possible. We then interviewed six of them to gain further knowledge of why they use Youtube the way they do.The survey showed that Youtube is used by all of the students and very frequently by most of them. Comedy and music videos are by far the most popular genres that are viewed. In most cases watching video clips on Youtube is a social activity, often combined with both talking about clips and sending and receiving video links to and from friends.

Health and physical exercise has a become trend in today's society and the work with health promotion has increased in organizations. This is not only a way for organizations to get healthier and more efficient employees, but also a way to regulate the employee?s identity by getting them to identify with the organization. This bachelor essay studies how health promotion can be used as a management strategy. This is done by interviews and by performed observations at the recruitment company, Adecco, in the Stockholm region.

The purpose of this thesis was to illustrate the use of internal marketing in the hotel industry. It was decided to conduct a case study on two hotels in the same region, Quality Hotell Statt and Pite Havsbad. The case study is based on personal interviews with the managers of each hotel, who have the ultimate responsibility of the internal marketing work. The research questions were based on why the hotel industry work with internal marketing and how the hotel industry work with internal marketing. The study showed that the hotel industry work with internal marketing on daily basis to get low employee turnover rates, increased employee job satisfaction and high quality services.

The purpose of this study is to examine in what way a strong corporate culture can have an effect on the ways that individuals perceive their own identity based on different social aspects, thereby meaning the influence of personalities in relation to the environment. In this essay I have used the theory of employer branding in an analysis of the corporate culture at Ikea Barkarby, with the purpose to answer the following questions: How does the relation between the employee and the corporate culture appear from an identity perspective, i.e can an individual?s identity be affected by the influence of a strong corporate culture? If the corporate culture has an influence on the individual?s identity, what rhetorical tools are part of this? How can the surrounding corporate cultures possibly influence the employee?s process of becoming a part of the corporate culture? The method of research that was used in this study is a framing analysis and a semistructured interview method. In the discussion of the influence of social environment on identity I have used the rhetorical term doxa. The material that was examined was an advertisement for employment from the Ikea Barkarby website as well as the response from my interviews of some of the employees.The result of the analysis shows that it is possible for an individual to negotiate with himself about his identity in relation to the actual situation and environment, meaning a possible transformation of the individual?s behavior in different social contexts, in this example the corporate culture at work.

In today's society dogs have become more popular as pets. This increase may result in more dog owners with lack of knowledge on how to care for them. A major social issue is the societies viewpoint to fighting breeds and similar breeds with an aggressive behavior. We experience that there is an increasing problem with aggressive dogs and their owners in Sweden that needs to be taken seriously.The aim of our study is to find out if people in Sweden think there is a problem with aggressive dogs. The study has been carried out as a literature study and a survey.

Purpose: The purpose with our study is to accomplish a quantitative research of all municipalities in Sweden and see why they apply Balanced Scorecard. The study will also investigate the spread of Balanced Scorecard, even the benefits and how they use it. Method: In our study we have chosen a quantitative research. The study has been accomplished with a questionnaire survey which we sent to all of the Swedish municipalities. We have also done a literature study to get more knowledge about relevant theories.

The aim of this study is to examine if the leadership style in Faiveley Transport Nordic Ltd has an impact on the psychosocial climate in the workplace. Henceforth, we have checked if the psychosocial climate influences the feeling of satisfaction that exists in the organization and if this in turn influences the degree of extra effort the employee chooses to impose on his or her task. In order to measure the leadership in the organization we have used the Multifactor Leadership Questionnaire (MLQ). The climate, in turn, has been measured through Ekvalls GEFA. All 125 employees in Faiveley Transport Nordic Ltd got the possibility to attend the survey, 58 participated.

This report is part of an Bachelor of Science work in forestry, conducted for the community of Borås, Sweden. In order to create a forest management plan for the area of Hestra, a survey was conducted. People living in the area were given the opportunity to reply to the survey. The questions in the survey are both personal and forestry-related. The aim is to reach out to the different categories of people when it comes to age, living and the different aspects of visiting the woods.

The purpose of this master?s thesis was to find problems that occur in the production line at Atlas Copco Rocktec Division, in order to decrease the costs of defect in quality. When the problems were distinguished, the authors ought to choose the problem with the highest improvement potential. One request from the constituent at Atlas Copco Rocktec Division was to connect the improvement to the document The Way We Produce. The document provides information and values about Atlas Copco and consists of 10 principles to be able to reach their vision.

The aim of this investigation work " What was it called...Equality...? is to study a clinics current gender equailty plan from a gender approach and by a field survey see if, and in that case, how it can be improved. A connection between existing gender norms and gender power strukctures is applied in the results of this survey in order to illustrate their significance from an individual as well as a structural perspektive.The survey has been carried through by a field survey as well as a discourse analysis as method. Yvonne Hirdmans gender power system is on of the main theoretical points of departure.The results that I have achieved in this essay is that gender can be looked at in different ways within the labour market where women have the main responsibility over the family and are considered more nursing then men. Men on the other hand are thinking of their carriers and have higher salary requirements.