De stora förändringarna inom det sociokulturella och teknologiska området har bidragit till utvecklingen av en ny dimension av marknadsföring, vilken har inriktat sig på att se och behandla kunderna som levande individer. Kundernas sinne, känslor och humör ställs i centrum. Att involvera människas sinne i tjänsteprocessen kan vara avgörande för kundens direkta upplevelse av olika köp- och konsumtionsprocesser.Denna studie syftar till att undersöka hur humör och känslotillstånd, servicekvalitet, kundlojalitet och servicepersonal samspelar med interpersonell beröring vid ett servicemöte.Ett experiment utfördes i en detaljhandelsbutik för att mäta beröringens effekter. Hypoteser formulerades med utgångpunkt i att interpersonell beröring, i form av en lätt touch mellan armbåge och axel, bör leda till en positiv inverkan på kundernas känslotillstånd samt bidra till bättre kundupplevelse. Resultatet visade att interpersonell beröring har positiv inverkan på kundernas känslotillstånd samt ökar graden av den upplevda servicekvaliteten och stärker kundlojaliteten..

The objective of this thesis is to explore the prerequisites for children?s participation in the activities of the public library as expressed by six children?s librarians. Qualitative semi-structured interviews were carried out to investigate how the librarians interpreted the concept of participation and viewed power issues between children and adults. Further, difficulties and possibilities experienced in working with children?s participation and manifestations of children?s participation in everyday library work were also investigated.

This study was built on the concept of Emotional Intelligence (EI) as an ability with four branches, to effectively: (1) perceive (2) reason (3) understand and (4) manage emotions. By closely studying the four processes of EI through eight semistructured interviews with psychologists, counselors, CBT-therapists and psychotherapists, a study of participants' stories from real practice was done and then analyzed and interpreted. The purpose of this study was to get the participants to describe and put words on practical experiences that occur with clients that correspond to the four domains that define the concept of EI according to Mayer et al. (2008) and find out about if their way of "doing" EI gets trained and developed after several years of professional activity. The results shows that the practitioners used all four branches of EI in dialog with the client, both intra- and interpersonal.

This study is an intersectional analysis of how women who?ve immigrated to the bilingual municipality of Pajala, experience their current and future work life. The study is based on nine qualitative interviews with women of different class, age and origin. A number of constellations of relationships between these categories emerge in this study. What seems most central is that traditional notions of femininity and masculinity segregate labor vertically and horizontally.

Quality is the key to a well executed product or service. The construction industry hasn?t highlighted the quality in recent times which have contributed to the construction industry receiving much criticism in the field. The public sees it as an offhanded industry where errors and delays are common.The reason for this is considered to be primarily the lack of time, constant pressure to reduce costs and skills and the ability to communicate between the parties about what the correct quality really means. The industry has begun to realize that it must start setting clearer standards and that there are great opportunities for improvement.This report will give Peab an opportunity to develop their quality work.

The objective for this Master?s thesis is to study literary programs for infants at six Swedish public libraries, their relevance and importance for infants and how the infant?s perspective in the program design and implementation is taken into consideration. The questions I pose are: In which way do the programs take the infants need for development and their literary prerequisites into consideration? Which functions can the programs have for infants? I have used a qualitative method, based on deep interviews with six library staff, working with literary programs. A model was developed based upon Daniel Stern?s theories of the interpersonal world of the infant together with Joseph Appleyard?s reading development theory.

AbstractThis study deals with motivation as an overall concept, from a student perspective. It encompasses factors that could directly affect students and their positive or negative motivation, concepts such as relationships, communication, expectations and interactions and their importance to my informants.The study also discusses certain theories to show the different ways of defining motivation, specifically in relation to my informants and their and my conclusions. My ambition is to establish the importance of the concepts mentioned above, as well as perspective changes to the enhancement of the performance standards of a good teacher.The purpose of this work is to describe, understand and clarify the external and internal factors that affect motivation. In order to achieve this purpose, I chose to use a method of qualitative interviews with three students, with different backgrounds, schools and conditions but with a lack of motivation as a unifying characteristic. The research questions were as follows:What factors influence students' motivation?   What impact do achievement targets have in relation to the pupils? own motivation to learn?How important are teachers' expectations for the individual student's motivation?Within this study sub-concepts such as importance of expectations, relationships, and significant others are, according to my analysis, of great importance.

Arbetsmarknaden står inför ett generations- och paradigmskifte, när den äldre generationen går i pension och de yngre förväntas ta över. Samtidigt ökar den psykiska ohälsan och sjukskrivningen främst bland de yngre och stress rapporteras vara den stora bakomliggande orsaken; känslan av otillräcklighet och svårighet att få balans i livspusslet. Undersökningar poängterar att förebyggande arbete och tidiga insatser gynnar såväl medarbetares hälsa och arbetsplatsens ekonomi. Studiens syfte är att undersöka om samtalsstöd som ett nytt subventionerat friskvårdsalternativ uppfattas positivt, i synnerhet av Generation Y (födda 1982-1999). Resultatet av enkätundersökningen, genomförd på ett kommunkontor med 76 deltagare visade att 60% skulle boka samtal idag om det erbjöds som ett friskvårdsalternativ.

The conception of exhaustion was first used in the end of 1960 and was then used in a psychological context directed towards the working life. Eventually was the conception devided into two main categories: mental and somatic symtoms. Today research of exhaustion is mainly aiming towards recovering and returning to working life.This work sets out to analyse the importance and effects of social networks such as family, friends and professional relations in helping people who suffer from exhaustion to recover. The study is based on interviews with eith people who have suffered from exhaustion but today are recovered. To my aid I have used tree different questions: What part have the social network of family and friends ment to the recovery? What part has the professional relationships with doctors, therapists and curators ment to the recovery? How have you changed your life in order to maintain balance?The interviews pointed out the importance of the social relationships as support, feedback and understanding that the process takes time.

This study aims to theoretically investigate the concepts of the interpersonal actions 'to motivate' and 'to manipulate' and also to examine possible differences and similarities between the two. The method used is a conceptual review based on the Self-Determination Theory, related to the concept of motivation, and Machiavellianism, related to the concept of manipu-lation. The results show that 'to motivate', according to Self-Determination Theory, concerns influencing the intrinsic or extrinsic motivation, where intrinsic motivation is related to the feeling of self-determination, inner locus of causality, being or feeling competent and exercise activities for the pleasure of it, whilst extrinsic motivation is related to external locus of cau-sality, external pressure and engaging in activities for the purpose of reaching a goal or re-ward. 'To manipulate' is according to Machiavellianism based on the manipulator doing whatever it takes to reach a certain goal and gain something for himself with no regard of what methods being used. The comparative analysis showed that the crucial difference in how an behaviour is interpreted as either, or both, motivating and manipulative is based on who is doing the interpretation, what information she has and which aspects that are focused on..

Våld i nära relationer existerar i de flesta samhällen och förekommer bland såväl heterosexuella som samkönade par. Mycket forskning har främst ägnats åt mäns våld mot kvinnor där offret ofta orsakas stort lidande. Men våld som konfliktlösningsmetod är inte förbehållet män utan används även av kvinnor. En kartläggning av mäns och kvinnors våld i nära relationer i en svensk allmänpopulation planeras och ett frågeformulär har sammansatts och översatts från engelska. Denna uppsats ingår i valideringsstudien av formuläret.

Foreseeing future changes in economic activity is of up most importance to a wide array of actors. The time lag in the presentation of official GDP statistics means that to somewhat accurately capture a tendency of where the business cycle is heading one need turn to qualitative sentiment indicators such as Purchasing Managers? Index (PMI) and official sentiment indicators for valuable clues. This thesis uses in-sample and out-of-sample methods to evaluate how well PMI and official Business Tendency Surveys (BTS) in Sweden and Denmark fair against the year-on-year growth rate of industrial production. Moreover, various Swedish regional sentiment indicators get examined and a case study of the indicator for the Öresund region is performed.

The purpose of this essay was first and foremost to find out the problems that exist around user education in a university library and the opportunities that exist for university librarians to improve their work with students. My method of use was qualitative and more precise qualitative interviews. By interviewing five teaching librarians with five different subject specializations, I wanted to get an an-swer to what they teach when they meet the students and how they view their teaching. Responses resulted then in an analysis using Christine Bruce's theory of information literacy and Carol C. Kuhlthaus theory of librarian roles and her theory of information retrieval process.

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.

Violence in close relationships has for a long time been recognized as a major social problem. Many women who have left a violent and destructive relationship have been broken apart by their former partner. They find different strategies to regain their self-esteem and self- confidence. Selection of strategies may be consciously or unconsciously. Some women have chosen martial arts.The purpose of this study is to explore and learn more about women's experience of performing martial arts and their previous violent relationship.