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 subject of motivation and feedback is something that the literature regarding management treats as significant. Therefore we have investigated how managers work with feedback in motivational and development purposes within union companies in Gothenburg. According to the existing theory it is important that feedback is given correctly and with relevant content, and thus affect both the recipient's own development and the growth of the business. Earlier authors also discuss the complexity of feedback that it is important to consider all of the surrounding aspects, and that it is important to be aware that there is no single approach that can be directly applied on all types of organizations.To investigate how the managers within the union companies motivate their employers without access to monetary incentive, we conducted a qualitative study with in-depth interviews with four respondents. The respondents were decision makers at their respective union company with the roles as CEO or deputy CEO.

THE ROLE OF TARGET GROUPS IN FEEDBACK EFFECTSBrand extension is one of the most commonly used brand strategies since it reduces some of the risks involved in introducing a completely new brand. There are, however, several challenges associated with brand extensions. One of these challenges is the impact of a new brand extension on the parent brand image, which is known as feedback effect. Feedback effects are the changes in parent brand associations that are caused by a new brand extension, these effects can be both negative and positive. Several previous studies have investigated feedback effects and the antecedents of these effects.

Syfte och frågeställningar:Syftet med studien är att undersöka lärares syn på feedback i lärarutbildningen vid Gymnastik och idrottshögskolan (GIH). Vilken funktion har feedback enligt lärarna?Hur anser lärarna att de använder feedback i sin undervisning?Hur undervisas det om feedback i lärarutbildningen enligt lärarna? Metod:I studien har vi använt oss av kvalitativa intervjuer som har varit av halvstrukturerad karaktär. Urvalet bestod utav sex lärarutbildare på GIH som alla undervisar i olika ämnen och kurser. Intervjuerna genomfördes på GIH och spelades in med diktafon. Därefter transkriberades intervjuerna ordagrant för analys och bearbetning. Resultat:Enligt vår studie tycker lärarna vid GIH att feedbackens funktion är att hjälpa studenter att utvecklas och nå mål.

Syftet med studien var att undersöka om det fanns skillnader i uppfattning av feedback (positiv, negativ och kvalité) beroende på om den kom från chef, medarbetare, vårdtagare eller anhörig inom äldreomsorgen. Ett ytterligare syfte var att undersöka vilken feedbackkälla som bäst predicerar generell arbetstillfredsställelse. Studien genomfördes på sju äldreboenden där 87 anställda deltog. De mätinstrument som användes i studien var FES-skalan som mätte de olika aspekterna av feedback, samt Minnesota Satisfaction Questionnaire (MSQ) som mätte arbetstillfredsställelse. Resultatet visade att källan chef predicerade generell arbetstillfredsställelse bäst av de fyra källorna, samt att det var aspekten kvalité som bidrog mest i modellen.

Bedömning är en central del av lärares och elevers vardag och i den svenska skolan tillämpas mål- och kriterierelaterad bedömning. Om bedömningen kan leda till mer än bara ett betyg, och vägleda eleverna i deras sökande efter kunskap, sägs bedömningen ha ett formativt syfte. En förutsättning för detta är effektiv feedback som kan hjälpa eleven att jämföra sin prestation med kriterierna och själv engagera sig i handlingar som leder till ökad kunskap. Syftet med detta arbete är, att som fallstudie, undersöka hur feedback ges, upplevs och används i en studieverkstad i matematik på komvux. Resultatet av observationerna visar att vanligt förekommande feedback var att lärarna preciserade vad de studerande skulle förbättra eller att de gav beröm. Intervjuerna visar att den feedback som ges uppfattas positivt av de studerande och de använder den antingen för att korrigera fel eller som något som peppar och uppmuntrar dem.

Syftet med denna uppsats är att undersöka elevers uppfattning av feedback i estetiska bildämnen. Undersökningen motiveras av att feedback från forskningshåll ses som en av de avgörande faktorerna för lärandet. Med stöd av Hattie och Timperleys (2007) modell för feedback så analyseras elevernas uttalanden om feedback. Elevernas redogörelser undersöks och jämförs också utifrån annan forskning om feedback, då även undersökningar som gjorts ur ett elevperspektiv. Denna forskning är presenterad i en forskningsöversikt om feedback.

Systematic quality work in preschool ? How preschool teachers thinking and working with systematic quality work The purpose of this study was to investigate how Swedish preschool teachers thinking and working with systematic quality work. All Swedish preschools are required to work systematically with quality. This involves several steps that follow each other in a specific order. It includes following up, documenting and evaluating preschool activities.

Syftet med studien var att undersöka hur gymnasieelever vill få feedback i ämnet idrott & hälsa, om positiv feedback från idrottsläraren upplevs som gynnande för elevernas motivation samt att undersöka om motivationsklimatet upplevs som uppgiftsorienterat eller självorienterat av eleverna. I studien deltog 8 gymnasielever (4 pojkar, 4 flickor) i åldern 16 år. Semistrukturerade intervjuguider användes under intervjuerna som genomfördes på neutrala platser. Informanterna ville få positiv feedback samt instruktiv feedback. Positiv feedback upplevdes som gynnande för informanternas motivation.

Management by contract is nowadays a common method within the public sector since the NPM overtook as paradigm with its mechanisms of control inspired by the private sector. The public agency is foremost a service provider where they interact with citizens in the service process. Swedish eldercare has significantly increased its expose to competition which means that eldercare can be executed not only by the municipalities own provider. Such an adaption increases the requirements to inspect quality and how the purchasers assure goal achievement by control. The outmost liability stays with the municipality to ensure that the service produces god care since their position as the service purchaser implies the responsibility to plan, precise and evaluate the required work that the executor has to accomplish.

Human capital is professional service firms' most valuable resource and its quality is closely linked to the quality of its services. The purpose of this study is to investigate how professional service firms appraise their employees. A comparative study between an architecture firm and a management consulting firm is conducted with the aim to identify and explain similarities and differences in performance appraisal. Two qualitative case studies are performed and interviews as well as documents are used to explore the area. The thesis builds on a critical perspective and it has an explorative approach.

The Swedish building contractor JMRegion Öst would like to to investigatethe possibilities of developing andstreamlining the production of singlefamilyhouses. JM are producing singlefamilyhouses with prefabricated framesat a rate of about two houses per week.During construction, the different tasksare performed by JM?s own productionstaff but also by varioussubcontractors.When examining the schedules of recentlyproduced projects, it appears that allthe houses are more or less completedeight weeks before the customer moves into the house. During those eight weeksseveral operations are conducted such asinspections, installation of appliancesand cleaning procedures. The inspectionperiod constitutes between 25 and 35% ofthe complete construction period.By conducting interviews, it has beendiscovered that this final phase is anessential security buffer for delays anderrors that often occur.

The aim of this thesis was to describe the services offered to students with dyslexia, and from a service- and quality perspective describe how the consumers of these services experienced the supplied services. Dyslexia refers to certain problems with the written language. With the demand for students in higher education to accumulate much knowledge through reading, this becomes a question of vital importance. A qualitative descriptive approach was used, and a case study was conducted. The case study covered 'Student support' at the University of Borås and how dyslectic students at the university experienced the help from 'Student support'.

The web is a constantly growing medium that presumably plays an increasing role in public library reference services. In order to provide high quality reference service the librarians need to be able to master this medium. Therefore it is interesting to get an understanding of how librarians actually use the web. The aim of this Master s thesis is to investigate what web search tools are used by public librarians in reference service. Furthermore, the aim is to get an understanding of how the librarians think about those tools and what background factors influence their selection of tools.

Feedback is a tool that can be used to give students the confirmation of their accomplishments , helping them to increase understanding of the results of a performance and to alert students if change is required for future performance. Other studies and reports regarding clinical practice in education has shown that students feel that feedback has good impact on learning and positive effects such as enhanced self-confidence. Onboard training forms a major part of the education at the four-year nautical science education in Kalmar, in four years, one year is spent on board ships. Therefore, the purpose of this study was to find out how students at the four-year nautical science program in Kalmar felt that they receive feedback after completing on board training and how they wish that such feedback would be given. Six students were interviewed, three from grade one and three from grade three.