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.

I denna uppsats undersöks Hotell i Stockholms innerstad för att få en bild av hur Hotell arbetar med sociala medier. Där fokus ligger både på hur arbetet är organiserat bakom och hur arbetet går till i praktiken med deras uppdateringar på sociala nätverk. Då sociala medier är ett relativt nytt fenomen ville vi undersöka hur Hotellbranschen i Stockholm hanterar detta. För att få en inblick i detta genomförde vi kvalitativa intervjuer med de ansvariga för sociala medier på sex Hotell i Stockholm och även kvantitativ datainsamling av deras aktivitet på sociala medier för att hjälpa till i analysen. Med hjälp av en teoretisk referensram utifrån tidigare forskning kunde vi påvisa ett antal brister hos Hotellen där det främst handlade om att det är lågt prioriterat bland Hotellen, det skulle behövas mer resurser och också tydligare riktlinjer och mål från ledningen hur arbetet ska gå till i praktiken..

Sociala medier är ett samlingsbegrepp för kommunikationskanaler där individer har möjlighet att integrera med varandra. Sociala medier utgår från en tvåvägskommunikation, vilket innebär att mottagaren har möjlighet att integrera med företag. Denna sorts marknadsföring har utvecklats och utgör en stor del av Hotellens marknadsföring, via denna sorts kommunikation kan Hotellet utveckla en starkare relation med gästen.Syftet med denna uppsats är att undersöka hur interaktionen via sociala medier kan stärka relationen mellan gäst och Hotell.      Uppsatsen är en litteraturstudie baserad på fem vetenskapliga artiklar, de valdes ut för att besvara uppsatsens syfte. Resultatet tar upp vikten av att vara medveten om möjligheter och risker med sociala medier för Hotell. Sociala medier ger möjligheten till att förmedla sin vision till en bredare publik, och via detta stärka sitt varumärke.

Because of the increasing numbers of international tourist arrivals each year it is essential that tourist operators are aware of the impacts that tourism generate. Tourism affects the world in an environmental, social and economic way, positive but also in a negative way. To travel responsible and sustainable is therefore important, and operators have a responsibility in this subject.Because of this I wanted to look at how Swedish tourist operators manage responsible tourism, together with what amount of information their customers receive about this. To be able to study how operators work with this I conducted three interviews via email. The tourist operators were of different sizes and specializations to receive a more extensive result.

The aim of this qualitative study of service work in the private sector is to examine how the service worker experiences his/her work. There are three dimensions of the service workers experience in focus, and they are the base of my formulation of questions. The first dimension refers to how the service worker experiences the emotional labor demands from the employer. The second dimension concerns the relation between service worker and customer, from the view of the service worker. The third dimension problematizes how service workers experience efficiency.I have interviewed three call center customer workers and two Hotel receptionists, using semi-structured interview technique.

Mitt val av examensprojekt är baserat på minutbildning inom produktdesign och mina intressen förmönster och illustration.Tankarna kring tänkbart projekt fann fotfäste närjag upptäckte Hotel Fox i Köpenhamn. Ett Hotell varsinredning tar sig oändliga dekorativa uttryck bortom deflesta konventioner. Utifrån dessa grunder hittade jagmotivation och inspiration till att applicera mina tvådimensionellaintressen i ett för mig nytt sammanhangmed produktdesign.Projektet har varit av undersökande och experimentellkaraktär, där jag bearbetat dekoration i förhållandetill rumsliga ytor, med tapeter och schabloner somproduktreferenser. Min ambition har varit att få framett personligt präglat produktkoncept som innehartapetens monteringstekniska egenskaper och schablonmålningenssolitära uttryck. Jag har även strävat efteratt formge produkterna så att de har så få monteringsmomentsom möjligt och ej heller lämnar permanentavtryck på befintlig interiör.

Syftet med studien a?r att beskriva erfarenheter elever i gymnasiesa?rskolan har av a?mnet matematik. Den teoretiska ansatsen utga?r fra?n grunderna i konstruktionismen och Berger och Luckmann's (2008) kunskapssociologiska fo?rha?llningssa?tt. Jag analyserar mina resultat utifra?n Hacking (2000) och ett socialkonstruktionistiskt perspektiv.Studien a?r kvalitativ och gruppintervju anva?nds som metod.

Tio procent av Sveriges befolkning har någon form av funktionsnedsättning. Var tionde person har alltså särskilda behov i sitt resande och är därmed beroende av att hela destinationens miljö är tillgänglig. Tillgänglighet är någonting som Stockholm Stad arbetar med då de har som mål att år 2010 vara världens mest tillgängliga huvudstad. Stockholm är en destination och en destination består av många olika aktörer, både kommersiella och icke kommersiella. Studien syftar därför dels till att undersöka om, och i så fall hur, en god tillgänglighet i Stockholm skulle påverka de enskilda turistiska aktörerna på destinationen.

In this paper, I design a new concept for a patio at Hotel and Restaurant Villa Anna in Odinslund, Uppsala, Sweden. Through this design, I examine how urban farming can thrive in a restaurant-context. The purpose of the design is to give the visitor a sense of the core values of the cuisine and to strengthen the sense of place by storytelling. My methods are comprised of a literature study on urban farming and storytelling as well as a discussion with the res-taurateur Rafael Löfstedt. I create a story of the place by examining its historical background and connect it to the current philosophy of the Villa Anna restaurant.

Tjänster är fundamentalt annorlunda än varor. Tjänster är immateriella, och kan inte lagras. Tjänster konsumeras och produceras samtidigt i sanningens ögonblick med kunden som medproducent. När den tekniska kvaliteten som erbjuds av tjänsteföretag är likvärdig mellan företag i samma bransch, får den funktionella kvaliteten större betydelse för kundens val av tjänsteutövare. Det här förhållandet är utmärkande för företag i Hotellbranschen, där byggandet av kundlojalitet är viktigt.

Background: The increasing globalization of business and research has led to an increased demand for international meetings. This is a market that a number of countries wish to access and the competition is fierce to get the chance to host major conferences. Stockholm has a pronounced good position in the international meeting market and this essay will examine what it takes to be a successful meeting destination for international congresses.Purpose: The purpose of this thesis is to examine the fundamental factors that must be met for a meeting destination to be successful in the international market for conventions.Question at issue: How can a city develop into a more attractive meeting destination for international congresses?Method: Persons with key positions in the Stockholm meeting industry have been approached by qualitative interviews by the authors.Theory: As a theoretical framework the authors used the value of the physical meeting, generally on the congresses, the planning process for site selection for the meeting, the meeting platform and image.Conclusion: The authors' findings are based on the empirical material gathered during the study interviews. The results from these interviews show the importance of facilities and Hotels, availability, and the image..

Destination marketing looks different from that of traditional marketing, since the product, in this case the destination, consists of several different parts compared to a good. A destination is marketed as a process where the consumption takes place at the same time as the production. Destination marketing organizations, DMO?s, are responsible for the marketing of a destination. Since destinations consist of several parts such as the train trip to the destination, restaurant visits, shopping, Hotel stays etc., it is difficult for the DMO?s to fully control how a tourist perceive the destination.

On the 15th of May 2011 the former leader of the International Monetary Fund, Dominique Strauss-Kahn, was accused of sexually assaulting a maid in a Hotel room in New York. Strauss-Kahn was cleared of all charges on the 23rd of August 2011 since it could not be proven that he had forced the maid to have sexual relations with him.The purpose of this study is to examine how the case was framed in two Swedish newspapers, Svenska Dagbladet and Aftonbladet. Svenska Dagbladet is a broadsheet newspaper and Aftonbladet is a tabloid newspaper. The purpose of this study is also to find differences and similarities in the framing of the case in broadsheet newspapers and tabloid newspapers.The study is primarily based on two different theories; the framing theory and the tabloidization theory. The method used is critical discourse analysis based on van Dijks theories and methods.

Seen in many trends and studies, consumers of today feel a growing desire to experience the uniqueness in products and services. This is forcing companies be more innovative and creative in their marketing, in order to distinguish and differentiate themselves and their products/services. We believe that creating a top-to-bottom experience strategy is one way that a company can succeed in this.The purpose of this thesis is to analyze and clarify how a business can reinforce their product experience through a complete experience strategy. In order to demonstrate this we have made a case-study research for the New Wave Group, advising them on how they can place blown glass art at the heart of the town of Kosta.The authors have used qualitative methods and an abductive approach. Four interviews have been completed with executives from the New Wave Group, including the project manager, Hotel manager, head of the Kosta Boda smeltery and head of guides and visitors at Kosta museum.

Electrolux Laundry Systems is the world leader in manufacturing professional laundry equipment.The machines are used in the Hotel sector, elderly care, in multifamily houses, laundry bars, and incommercial and institutional laundries.If there is oil or grease left in the clothes after washing may the heat from the dryer cause a chemicalreaction. This reaction may, under certain circumstances cause a fire inside the drum. Competitors toElectrolux has developed its own systems that extinguishes fire inside a tumble dryer and customershave expressed desire to purchase a fire-extinguishing system. Therefore, the project team receivedthe task by Electrolux to develop a fire-extinguishing system that extinguishes a fire in a tumbledryer.The purpose of the project has been to develop a system that both detects and responds to fire in anindustrial tumble dryer to meet the competitors and to satisfy customers' requirements.The goal was to develop a fire-extinguishing system for Electrolux Laundry Systems and develop afully functioning prototype.The project began with information searches on a variety of methods to both detect and extinguish afire. Subsequently, a number of different methods were used to develop a final solution and make aprototype.The result of the project is a fire-extinguishing system that extinguishes a fire inside a dryer.