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..

Background: Coronary heart disease kills more than 7 million people worldwide each year. High levels of blood fat, cholesterol, contributes significantly to coronary heart disease. Lifestyle changes combined with lipid-lowering drugs, statins, is an effective treatment. But adherence to statins is low, not even a myocardial infarction always contributes to adherence. Adherence requires patient education and good communication between patient and physician.

AbstractDespite that e-business nowadays is established scepsis against it amongst consumers exists. We, as consumers, suppose that this skepticism is caused by bad communication from the e-business companies. This has lead to our suggestion that some con-sumers refrain from e-business because of bad communication or deficient trust.Our purpose with this paper was to investigate factors of communication between companies and consumers within e-business (B2C) from the consumers? point of view. We thereby have drawn conclusions regarding consumers? choice of e-business company.

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.

Stock analysts have through the analyses they write a large impact on the expectations on the market and the direction of investors investments. This creates undesired fluctuations on the market that raises the level of uncertainty. The way that the analysts satisfy their need for information is connected to how their final analysis will be shaped. There is a large knowledge gap concerning the way that the analysts work and this gives unsatisfactory ways of communication. This thesis is set out to create a greater understanding of how optimal communication towards this target group should be brought out.

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.

Background: Studies show that unsolved contact tracing of chlamydia increase in Uppsala County. Research shows that the meeting between patient and caregiver, when performing a contact tracing, may be crucial to the outcome of contact tracing. Objective: The aim of the study was to investigate how midwives describe the encounter with the patient during contact tracing in youth clinics in Uppsala County Council. Methods: A qualitative approach with semi- structured interviews was used to collect data. Nine midwives of varying age and work experience from seven different youth clinics in Uppsala County Council were interviewed.

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.

The essay depicts the opposite views of the director and an actor during the filming of a specific scene in a feature film. The actor feels that he is not being listened to. This leads to unforeseen consequences for the director, as the actor no longer wishes to take part in the marketing of the film prior to its opening night. Everything is seen from the director?s point of view, she is working in a film world dominated by men.Questions are being asked if the director?s instructions are clear enough or if the actor, fearing getting lost, is mixing up his own feelings with those of the character he is portraying? What happens to the collaboration and how does it affect the rest of the team and the completion of the production? The director is also the producer.

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.

This is a qualitative study about small auditing firms and their customer relationships with SMEs. It contains a total of eight interviews, two with audit firms and six with SME?s.The purpose of the study is to understand how small audit firms manage their customer relationships and if it exist any expectation gaps between the audit firm and the SME.One of the conclusions is that trust is fundamental and gets stronger over time; it is also linked with the personal relationship between the business owner and the auditor/accountant..

This study uses European researcher Tomas Valasek?s hypothesis about factors required for defence cooperation in order to achieve conditions which can be successfully applied to the Nordic defence cooperation NORDEFCO. The study uses only Norway and Sweden on the grounds that they are the original actors and the driving forces behind the defence cooperation. The factors studied are; the countries' strategic culture, solidarity and trust between countries, similarity in military forces, if similar conditions prevail in the defence industry and if the intentions of cooperation have been clarified.Mainly government documents in the form of propositions, orientations and defence documents are studied, together with previous research in this area and, especially, interviews with representatives of NORDEFCO at military level and policy level as well as outside perspectives from the military attachés in each country. With the intention of studying the extent to which the factors Valasek features may prove to be significant in assessing the conditions for enhanced cooperation in NORDEFCO, the study raises the question of how it is possible to find expressions for the factors.

The essay depicts the opposite views of the director and an actor during the filming of a specific scene in a feature film. The actor feels that he is not being listened to. This leads to unforeseen consequences for the director, as the actor no longer wishes to take part in the marketing of the film prior to its opening night. Everything is seen from the director?s point of view, she is working in a film world dominated by men.Questions are being asked if the director?s instructions are clear enough or if the actor, fearing getting lost, is mixing up his own feelings with those of the character he is portraying? What happens to the collaboration and how does it affect the rest of the team and the completion of the production? The director is also the producer.

This study highlights the structures and networks thatexist among financial analysts on the Swedish financial market. The study isbased on nine semi-structured interviews with buy- and sell-side analysts, anindependent analyst and an Investor Relations Manager.The theoretical framework of the study is based on acombination of the research fields Behavioral Finance and Social Studies ofFinance. These two research fields have proven to be a good basis for thequalitative approach used in the analysis. The study is divided into four thematic areas: Fundamentals / Psychology, Independence and consensus, Ranking and Social network.The results show that there are a large number offactors, structures and interpersonal relationships that affect how analystsmake their decisions and conduct their analysis. Among other things, theinterdependence between analysts and their counterparts prohibits the movetowards a more clear system for compensation.