Denna uppsats kretsar kring två företags återhämtningsarbete vid uppkomsten av respektive skandal. Vidare skapas en djupare förståelse för teorin Service Recovery's betydelse och användning i praktiken. De två fallen där skandaler inträffat är grundade dels i ICA:s köttfärsskandal och dels i IKEA:s fjäderplockningsskandal. Uppsatsen har en deduktiv ansats vilket innebär att uppsatsen utgår från befintliga teorier som sedan testas med det insamlade empiriska materialet. Den teoretiska referensramen innefattar främst Grönroos teorier kring Service Recovery och kompletteras med teorier så som Service Recovery Paradox, kundförväntningar, sociala medier och immateriell påverkan.Uppsatsens forskningsfrågor besvaras främst med hjälp av en fallstudie med två företagsanalyser samt med en enkätundersökning. Studien är av både kvalitativ och kvantitativ karaktär där kvalitativ data samlats in via en e-mail intervju med Ylva Magnusson vid IKEA, och kvantitativt via en enkätundersökning.Uppsatsen har resulterat i kännedom om hur de två företagen arbetat med att återfå kundförtroende.

I have conducted a qualitative study were the aim was to understand how the freedom of choice act in eldercare is handled at a municipality level as well as a national level and the effects that can occur. The methods I have used for this study is a document analysis and semi-structed interviews.     I have conducted semi-structed interviews with three professionals in the eldercare organization in a large municipality in the south of Sweden, I have also conducted a phone interview with a representative from Socialstyrelsen. The professionals that I chose for my study was a chief of staff, an aid case worker and a person who worked in the municipality with the implementation of freedom of choice act.     The study shows that the work quality is expected to rise with the freedom of choice as a consequence of the customer and performer model and will give the caretakers a higher level of influence. The study also shows that the municipality will get a greater responsibility and the aid case workers will get extended tasks though they will have to inform the caretakers regarding the options and they will also be mediate between the caretaker and the performers. However the study also show concerns regarding rough traders whose aim is to make money and does not have the same rehabilitation agenda.     There are also concerns for those who can´t chose for them self though they will not be able to be a part of the freedom of choice act in the same way and that is something the municipality needs to work out a system for.

Z39.50 is a standard protocol designed to create an interface between diverse computer databases for diverse information needs. Since it has to be adjustable it is also complex and demands a certain degree of expertise when being set. However, the aim of this paper is not to make a theoretical description but to examine certain conditions in practice. From the perspective of Swedish research libraries two principal hypotheses are examined: 1) the implementation of a given technology (Z39.50) is primarily influenced by social circumstances, and 2) the way in which the technology is implemented will bias the results of information retrieval. For this examination we need a framework of theories concerning the relationship between technological development and society, organisational theories and database theories.

The aim of the study was to explore the methods used in horticultural therapy gardens in rehabilitating people suffering from fatigue syndrome. Nine horticultural therapy gardens were contacted of wich three chose to participate. Using case study as method e-mail interviews was carried out with the participants about their establishment and what kind of theories they based their methods upon. The material collected from the interviews was complemented with additional data from the establishments web pages and information pamphlets. Collected data was processed trough content analysis and then formed as background for the development of a program theory for horticultural therapy.

Opera är främst en webbläsare, men innehåller även klienter för bl.a. mail och chat. Innan den här rapporten skrevs saknades dock en klient för instant messaging-protokollet Jabber. Denna rapport beskriver arbetsgången och resultatet av utvecklandet av en Jabberklient till Opera.Eftersom det inte fanns nog med tid att utveckla en fullfjädrad Jabberklient beslutades det att målet skulle vara ett s.k. ?proof of concept?.

To be able to compete on the market environmental Management System has become an important part of operations work. However, many companies still haven?t implemented an environmental management systems due to lack of time and the high costs. One of the companies with this problem is Falu Bildemontering. Their goal is to accredited according to the ISO 14 001 certificate.

This is a study on individual development plans (IDPs) in pre-school and their relationship with the teaching performed. Skolverket does not mention the IDPs in their steering documents for pre-school, and have in a separate memo discouraged from the use. Yet reports show that many of the pre-schools in Sweden are using IDPs. Teaching in pre-school is expected to be a mixture of care and learning without clear boundaries to the scientific topics pre-school aims to introduce children to. The purpose of this study is to investigate if the use of IDPs affect the teaching in pre-school.

As the field of marketing becomes increasingly competitive, creative tools to reach the intended consumer needs to be utilized. In order to break through the crowded airways and packed ad space, one can choose to direct the message through channels that relate to currenttrends in society, while using innovative artistic concepts. The fundamental purpose behind this report is to provide a roadmap for creating a successful and unique marketing campaign. In addition, we have attempted to identify how visual methods can add valuable attributes to the campaign, ensuring a more progressive and distinct impression. To illustrate our claims, we have chosen to analyze Wasabröd?s latest marketing effort, ?Change Bread,? by dividing it into three sections, including planning, execution, and the visual creation.

Abstract The aim of this paper is to investigate whether Vara municipality has a continuous picture of their identity, profile and image. Globalization has contributed to the increasingly growing of place marketing. Therefore, the study goes on to using the concepts of identity, profile and image to find out if Vara Municipality communicates similar throughout the whole organization and find out their all through core values. Globalisation will be an interpretive framework for the work that describes why the place marketing is becoming more pressing. The sense of place will be a central part of this study as it is the feelings and images of different places that will be described by the municipality together with the identity, profile and image.

This Master?s thesis explores and describes the beliefs, values and norms in a selection of five Swedish municipal cultural policy documents approved 2005-2007. The comprehensive question is: Which ideological traits characterize cultural policy in the chosen municipalities as communicated in their respective cultural policy vision document? The method used is ideology analysis. Ideal types based on a model by Dorte Skot-Hansen are used as a conceptual framework, illustrating three different rationalities in relation to cultural policy: the humanistic, the sociological and the market oriented.

The aim of this thesis is to explore the concept of the work and the problems with the definition of it. The concept is an important starting-point when it comes to cataloguing musical works and creating uniform titles. Another aim is to find out other difficulties that are frequent in cataloguing printed music. In the theoretical part of this thesis Functional Requirements for Bibliographic Records FRBR and the Swedish cataloguing rules KRS are important tools. The FRBR-model and the four entities work, expression, manifestation and item are described.

Following study is about the anorexic behavior and the pro-ana movement, which is a web-based subculture where the followers of this, stands for anorexia as an identity position and lifestyle, rather than a disease. The purpose of this study was that, from a sociological perspective give possible interpretations of the anorexic behavior, and interpret why some anorexics choose to be a part of and identify oneself with the pro-ana movement. The reason has been to conduce more knowledge and understanding of the topics, but also to contribute with a deeper perspective and sociological approach to the former research that is already available.To conduct the study, qualitative research has been used, and the chosen methodology was document analysis/text analysis. The collected empirical data consisted material from two pro-ana forums, four blogs and six twitter accounts, where all the users of those claimed to be supporters of the pro-ana. The empirical data has been interpreted by Howard S.

Organizations over the world increasingly start to realize the possibilities of the use of a social intranet, also known as Enterprise 2.0. The social intranets can be used to collaborate and communicate with colleagues in the workplace. Both Cook (2008) and Coope (Barnett, 2011) say that Enterprise 2.0 is about to fundamentally change the way organizations communicate. But do companies know how these tools can be used?The study emanates from three questions:How can social intranets be used in business?How can internal communication and collaboration get easier through the use of a social intranet?What are the possible risks with the use of social intranets?In this study we have in a qualitative manner been interviewing two companies that currently use social intranets in their daily activities ? Securitas and Skåneme-jerier.

The purpose of this Master thesis is to increase the knowledge about how public libraries can contribute to fulfil political programmes aimed towards integration. To achieve this we have conducted an evaluative case study about a public library in Sweden and the activities they carried out within the framework of the metropolitan policy programme Storstadssatsningen?. The questions raised consider which the political aims for integration within this programme were, which activities the library did accomplish, what the result in comparison with the politically decided aims was, and what conclusions can possibly be drawn from this? The theoretical framework consists of theories regarding evaluation, political programmes, integration and segregation, and public library-activities.

Definitionen av en amningsbh är en bh där bröstet lätt kan tillgängliggöras för barnet vid amning, till exempel med en öppningsbar kupa. Vidare ställs det höga krav på att amningsbh:n ska vara anpassad för den moderna mammans livsstil och samtidigt ta till hänsyn de komplikationer som kan uppstå vid amning. Hos ett svenskt modeföretag, vilket studien riktar sig till, finns det ett behov av att vidareutveckla sitt sortiment av amningsbh. Syftet med studien är att granska vilka krav en amningsbh ska uppfylla, samt hur kraven ska uppfyllas. Dessa riktlinjer ska sedan sammanfattas och verifieras i framtagningen av produktionsunderlag för en första prototyp.