The aim of this thesis is to describe how service companies through adjustment of the customer?s zone of tolerance can influence customer?s perception of the service during the processes of service delivery and create customer satisfaction. The method used was case study approach utilizing personal interviews, which were conducted at two service companies. The study showed that the aspects of the service that have greatest importance for the customer?s assessment of the service and customer satisfaction among others are personal treatment and that personel behave in the way that makes the customer feel itself taken good care of and unique.

The possession over bills and coins has, on the whole, been replaced with a credit balance on an account. Almost all payments today are processed by transmitting digital data and not by using cash. The credit balance on an account is a demand that the holder ofthe account have towards his bank. Law regarding three part relationships: By using Göranson?s theory you can say that the credit balance on an account may be object of possession.

In my paper I adress the question of what happens in the relationship between the beholder, the artwork and the artist when they meet in the era of Web 2.0. The new smartphone based medium that I write about is Instagram. The artist i write about is the Swedish illustrator Jesper Waldersten. My purpose with this paper was to explore how the the beholder, pictures and artist relate to one another i relation to Instagram and how the interface of the smartphone and the app affect the beholder in these relationships. I also seek out to understand the difference between how Instagrams interface affect the beholder in comparison to the interface of the artists web page and his book.

Within the Swedish school and the public library communities it is generally held as a truth that reading of fiction develops the empathic ability of the reader. This opinion is also expressed in political guiding documents for the school system and cultural sector. This paper's main hypothesis is that there is no assembled theoretic ground for the statement that reading of fiction develops the empathic ability. The investigation consists of two parts, the first being theoretical and the second empirical. Definitions of what empathy and reading is, are reviewed in the first part.

In preparation for the autumn term in 2011, the Swedish elementary school adopted new syllabuses regarding, inter alia, the civic education (Sw. Samhällskunskap). The civic education has traditionally been a disciplinary subject with a main purpose of mediating democratic values as well as providing generalorientation in the society. Generally, the civic education intends to reflect the world in which people live in, being a complex society which to a large extent is regularly affected by global aspects and developments.      The purpose of this study is to review all the elementary school?s syllabuses relating to the civic education with specific focus on the globalisation perspective.

Our aim was to explore employees' experiences of exposure to violence, threats of violence as well as their experiences of encountering victims of violence and to relate their experiences to Sense of coherence (SOC) and Maslach's burnout inventory (MBI).We sent out a questionnaire to employees at three different workplaces. Our questionnaire included previously validated SOC and MBI questionnaires as well as six additional questions regarding violence. We sought to explore the relationships between experience of exposure to violence and encounters of victims of violence and SOC and MBI. We found that employees with a higher level of SOC exposed to violence or threats felt a higher level of security. In encountering victims of violence we found that employees with a lower level of SOC more frequently experienced indifference, fear and anger.

Uppsatsen syfte är att undersöka vilka faktorer som haft betydelse för kvinnor som befinner sig på höga ledarpositioner inom omsorgen. Uppsatsen har genomförts med hjälp av kvalitati-va intervjuer av fyra kvinnliga stadsdelsdirektörer, varigenom bidragande och motverkande faktorer kartlagts för vägen till positionen. Även resurser och strategier de kvinnliga ledarna använder sig av för att klara av påfrestande situationer i arbets- och privatlivet och hur de kombinerat sitt privatliv med sitt arbetsliv kartlades. Uppsatsen genomfördes utifrån Kanters organisationsperspektiv och Antonovskys känsla av sammanhang. Resultaten visar att inter-vjupersonerna troligen har en hög känsla av sammanhang, genom att ha resurser och ett spekt-rum av strategier för en livssituation med låg stressnivå och positiv stresshantering.

The network with its virtual business structure challenge the established vertical business structure. Part of the network theory that has developed focuses on relationships that forms B2Bnetworks. One way to create a B2B-network is for independent businesses to form a organization promoting co-operation. For co-operation to be successful it requires well thought-out actions, but a lack of how these actions are implemented have been noticed. This study explores how encouragement of co-operation can be done practically.

AbstractIn this study you are going to meet the Nordic Good Thor. I will present a short historic presentation of the Nordic mythology, about the Ragnarok and also I will give a short presentation on several other Gods. I have done three film analyses on movies about Thor. The movies are Thor, The Avengers and Thor- the Dark World. I have compared these three movies about Thor with the Thor that is presented in the literature. I have seen closely on the appearance of Thor, his character and his family situations.

The purpose of this study is to create an understanding of how parents and preschool teachers experience induction at preschool. The induction creates collaboration between preschool teachers and parents where the interaction and socio-cultural factors have been key theories for the work task.The method used has been of qualitative nature where interviews were made with parents and preschool teachers. In these interviews, they shared their insights of how they experienced the interaction and communication during induction. I asked the parents what they felt was good communication and interaction during the induction. The same question was given to preschool teachers to respond to and also if there was something that worked less good during induction.The results show that parents and preschool teachers feel that induction works well satisfactory and that it is important that the interaction work well between both parts.

Det är ett övervägande antal flerspråkiga elever av den grupp elever som inte uppnår godkända betyg i skolan, vilket bland annat beror på att undervisningen inte tar hänsyn till deras språkutveckling. Det medför att många flerspråkiga elever inte förstår undervisningen de deltar i. Genom förståelse inhämtar eleverna kunskap och utvecklar sitt språk, vilket ger goda möjligheter att nå skol- framgång. I denna uppsats belyser jag problematiken runt undervisningen i vår mång­kulturella skola där syftet är att söka svar på vad en god undervisning innehåller. En ledstjärna har varit vad Hajer & Meestringa (2010) talar om som ?språkinriktad undervisning?.

In preparation for the autumn term in 2011, the Swedish elementary school adopted newsyllabuses regarding,inter alia, the civic education (Sw. Samhällskunskap). The civiceducation has traditionally been a disciplinary subject with a main purpose of mediatingdemocratic values as well as providing general orientation in the society. Generally, the civiceducation intends to reflect the world in which people live in, being a complex society whichto a large extent is regularly affected by global aspects and developments.The purpose of this study is to review all the elementary school?s syllabuses relating to thecivic education with specific focus on the globalisation perspective.

Syftet med studien var att beskriva hur distriktssköterskan upplever införandet av valfrihets­system i primärvården. Vidare var syftet att beskriva varför distriktssköterskan stannar kvar inom den landstingsdrivna primärvården då nya privata aktörer finns tillgängliga. Studien hade en beskrivande design där tio distriktssköterskor från en stad i Mellansverige blev inter­vjuade. Det insamlade materialet blev transkriberat och analyserat med hjälp av kvalitativ innehållsanalys. Resultatet strukturerades i två innehållsområden.

The study aims to understand the underlying factor why McDonald's customers return despiteprevious failure customer experiences. Why do customers come back to the company thatcontributes to the former dissatisfaction? McDonald's attempt to maintain unceasingpurposeful emergence fail at the local level, where the customer contact occurs. McDonald'sofferings and customers' bounded rationality results in that customers are satisfied with an"ok" experience, which adds to their low expectations of McDonalds. This makes clear thatMcDonald's does not have to make an effort through constant adaptation at the local level toachieve a "great" level of satisfaction.

The following study is a qualitative combination of textual analysis and interviews concerning the subject of slashfiction. Slash is a sub-category to fanfiction, which essentially means non-professionally authored short stories about already existing characters and environments, for example from TV-shows, movies or books. These stories are available on the internet. The main point is to pair two of the male characters together in a sexual relationship. According to previous studies, 90 percent of all fanfiction writers are female and this percentage is probably even higher when it comes to slash.I have looked into what these stories can be an expression of, by analyzing the construction of gender, sexuality and relationships using the following three questions:Is slash a quest for an ideal equal and romantic relationship?Do these stories represent a resistance against established norms regarding gender and sexuality?What role does transcendence of boundaries play in slash? I have used stories that are derived from the American TV show Supernatural, which generally try to explore the relationship between its protagonists, the brothers Sam and Dean Winchester.  The result gives a somewhat divided picture of slash, as some stories clearly break with traditional gender norms while others seem to uphold them..