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.

This paper discusses if Margin of Appreciation is compatible with the idea of universal human rights. Through the case of Negative freedom of association in Sweden, it studies the phenomenon that Giorgio Agamben has called the State of exception.The questions that are discussed and answered are 1) How does the rights theories of Jack Donnelly and Ronald Dworkin relate to Margin of appreciation, and 2) How has Margin of appreciation been applied in cases concerning the negative freedom of association in Sweden, in the European court for human rights. These questions and answers are then used in the discussion on how Margin of appreciation affects the concept of universal human rights. .

AbstractThe control of quality standard ISO 9001 has made the internal audit to be experienced as police authority and paragraph control. Because of that, motivation for internal auditors is low. To counteract the experience, there is a possibility to integrate internal audit with improvements in company?s processes. Theory has shown that a qualified and competent auditor can provide information that can help the organization's managements to make the right decisions that will improve product quality and result in new customer contracts.An opportunity to observe an internal and external audit at one of the case companies gave rise to this study.

The purpose of this study is to show how the modern society, with demands, expectations and the time constraints of adults, affects children and the everyday life at the preschool. Our intention is also to show the importance of identify stress symptoms of the children.        The study is of qualitative empirical kind and is based on a questionnaire to 19 parents of preschool children at the age of three to five years old. Interviews are made with four preschool teachers on one preschool. An observation of children in possible stressful situations is made during three days each at two preschools.     The results show that the modern society affects children and can be stressful. It also affects the everyday life at the preschool.

This is a qualitative study that includes participants that are in connection with a non-civic organization in Sweden. The study aims to capture the participants? subjective experiences regarding human service organizations. The starting point is to catch both their positive and negative experiences, and then try to concretize what directed their perception in both ways. Is there any specific organization that is represented in positive and the negative column? Is it possible to explain the experience by looking at the organization and the organizational goals? Is it possible to see variables that might explain the perception?The study has a narrative focus that seeks the answers in the organisational context rather than in the stories themselves.

Background:Due to a more open climate in society for homosexual people several lesbian couples have given birth to children in their relations. Research has shown no differences between children in lesbian families and children in heterosexual families considering mental and social health. International research has also shown that lesbian parents often have bad experiences from meetings with healthcare providers.Theaim of this study was to describe lesbian child families/familyplannings and the lesbian parents experiences and expectations of the healthcare.Themethod for the study was qualitative interview with 9 lesbian parents. The data was analysed by the queer theory heteronormative concept.Theresults of the research was that lesbian families considered themselves as a nuclear family and at the same time distanced themselves from the nuclear family concept. The findings showed that lesbian couples are involved in a very long process when they try to become parents.

The aim of this thesis is to explore the job satisfaction of librarians and try to nuance stereotypes, which the public has and which still exist in massmedia concerning librarians and their work. The study is qualitative and based mainly on semistructured interviews with ten libraries born between 1937s and 1973s of which eight are women and two men. Furthermore, I have divided them into two groups according to age in order to see if there are differencies between the older and the younger concerning job satisfaction. In addition, I have used participant observation to some extent. My assumption is that job satisfaction is effected both by individual factors and environmental factors at work.

Do teachers? expectations of their pupils become a part in the judgement of which grade a pupil will receive in the end?Several of the polical parties in Sweden have recently been argueing that teachers should be able to give pupils a grade in how they behave in school. Several newspapers also have reported that pupils today have gotten lower results for the last few years and more pupils do not get approved in all subjects. Because many of the studies about pupils results focus on the pupils? skills, I deciced to focus on the teachers part in how a pupil get a better grade or not.In the study I have been looking at a small community in the south of Sweden.

Background:Due to a more open climate in society for homosexual people several lesbian couples have given birth to children in their relations. Research has shown no differences between children in lesbian families and children in heterosexual families considering mental and social health. International research has also shown that lesbian parents often have bad experiences from meetings with healthcare providers.Theaim of this study was to describe lesbian child families/familyplannings and the lesbian parents experiences and expectations of the healthcare.Themethod for the study was qualitative interview with 9 lesbian parents. The data was analysed by the queer theory heteronormative concept.Theresults of the research was that lesbian families considered themselves as a nuclear family and at the same time distanced themselves from the nuclear family concept. The findings showed that lesbian couples are involved in a very long process when they try to become parents.

This quantitative survey aims to highlight the impact of the meeting with the grief for customer advisers and representatives of funeral homes connected to the SBF (Sveriges Begravningsbyråers förbund). It also aims to demonstrate any differences between the sexes on this subject. Issues include: How does the person experience expectations and requirements in relation to their professional role? Does the person experience a personal impact due to the encounter with grief and death in their profession, in what way and to what extent? What consequences does the expectations, reactions and the possible impact result in for that person? What conditions does the person have to help cope with the professional role? Is there a gender difference in this experience? The theory base, which consists of theories taken from The Managed Heart: The commercialization of Human Feeling by Arlie Hochschild (2003) and descriptions taken from Yrke: begravningsentreprenör. Om utanförskap, döda kroppar, riter och professionalisering by Anna Davidsson Bremborg (2002), has been fundamental in both the preparatory work and the analysis.

The recent financial crisis has entailed in a fierce debate whether CEOs variable remuneration has caused unsound risk exposure in public companies. Hence it is considered as interesting to elucidate if this connection exists empirically. With grounding in principal-agent theory, and its implicit assumption of risk adverse agents, this study aims to find empirical evidence for a positively correlated relationship between CEOs variable remuneration and company risk exposure. Through a regression analysis of multidimensional data from 102 listed Swedish companies during the period of 2000-2009, we show that the relationship between CEOs variable remuneration and company risk, in contrast to our expectations, is significantly negative. The coherent result is interpreted as the inherent risk in companies seems to explain the usage of variable remuneration for CEO, rather than vice versa.

Background: HIV is a worldwide spread disease with many deaths. People with the disease have previously been met with attitudes, stigma and discrimination in various contexts. A caring relationship should be built on empathy, respect and communication, where the patient is not seen as their illness, but as a person. Today, there are laws that are there to protect the patient, however, there is a lack of knowledge about what is current. Health care workers knowledge in the 2000s has improved, but there is still a lack of knowledge.Aim: To illustrate how patients with HIV experience health care.Method: The literature review was conducted with twelve scientific articles of which two articles were quantitative and the other qualitative.Results: The results revealed three main themes; Different expressions of fear, Perceived negative attitudes and stigmatization, as well as The wish to be lovingly treated in health care.

The aim of this thesis is to examine how librarians and family historians experience their interaction at the reference encounter, what influences these views and how they affect the service; whether the family historians are aware of these views; which subject knowledge is needed and how this knowledge affects work performance; if there is a need for continuing education, and finally, if the family historians themselves can work as a resource for the library or the librarians? The thesis consists of three parts; in the first a theoretical frame was constructed around the concepts service, continuing education, subject knowledge and attitudes. Role theory was used as a theoretical background to show how expectations influence professional roles. The second part consists of the results given from the qualitative interviews with librarians and surveys with family historians that were performed. In the last part a discussion from the theoretical and empirical information earlier received was made.

Consumers are facing a wide selection of brands trying to get their attention. An increasing amount of corporations are incorporating non-traditional media in their marketing strategies as an attempt to build relationships with their customers. However, along with the new opportunities to enhance consumer emotions about the brand, social media has brought along new risks for corporations to face. This paper investigates the consequences of different ways of handling such electronic word-of-mouth (eWOM) crisis on Twitter. Furthermore, we investigate potential differences depending on the credibility of the source that sent the message.

People with positive affect seem to have great advantages in life. Goal achievement, the main cause of well-being for all organisms, seem to be a typical trait of these people. The purpose of this study was to examine (i) what influences positive affect, (ii) the relation between positive affect and goal achievement, and (iii) characteristics of individuals with positive and negative affect. Five individuals with self-rated positive affect and two with negative were interviewed. The responses were classified in fifteen themes.