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 aim of this study was to describe and understand parents? perspectives in aid assessment for children according to The Swedish Act (1993:387) concerning Support and Service for Persons with Certain Functional Impairments (Lag 1993:387 om stöd och service till vissa funktionshindrade, LSS). The study took place in the county of Kronoberg, Sweden, and was based on a total of nine qualitative interviews. Four interviews were made with parents? of children who has interventions according to LSS (1993:387) and five interviews were made with LSS case workers. In our study we saw that parents? perspectives often is the largest amount of information that case workers take into account when assessing aid and as a case worker you listen to the parents perspectives to capture the child?s and the family?s needs. It also came clear that the parents? perspective is not only about the child?s needs, but also includes the parent?s own needs and their family?s needs. The parents in the study felt that they made the decision about the choice of aid and considered themselves as the one who decides the family?s requirements. It turned out that treatment and understanding from the case workers was important for gaining access to the best help and making parents feel listened to. Parental responsibility was of great importance for the assessment, and it often led to disagreement between parents and case workers. During the study, we saw that power existed in the relationship between case workers and parents, but that it could be moved and changed during the time of aid assessment..

Hur samverkar de nationella folkhälsomålen med fysisk planering, och på vilket sätt kan folkhälsomålen beaktas för att förbättra förutsättningarna för ökad fysisk aktivitet hos barn? Denna studie är en fallstudie i Hjo kommun. Studien tar utgångspunkt i kommunens folkhälsoproblematik som visar att det finns en hög förekomst av övervikt hos barn. Intentionen är att undersöka vilka organisatoriska processer som kan underbygga det kommunala arbetet med folkhälsomålen, liksom att ta reda på vilka faktorer i den fysiska miljön som skapar förutsättningar för barns fysiska aktivitet. Avsikten med studien har varit att skapa ett underlag för Hjo kommuns översiktliga planering.

It is common that patients experience emotional reactions as agony and anxiety after an acute myocardial infarction. Only a few studies related to the support in the acute stage have been made. The aim was to describe how nurses declared their support to patients with acute myocardial infarction in the acute stage. The used method was semi structured interviews with seven nurses in an Emergency ward in South of Sweden. The material was processed and analysed with inspiration from content analysis and produced two main themes.

The purpose of this study is to highlight the situation for youths leaving foster care and entering adult life. The study examines the services provided by the social service in the Stockholm area when a youth is leaving foster care, and if a recent change in the legislation has had any impact on the operating procedures of the social service. The study includes interviews with youths who recently left foster care, as well as information collected from social service offices through a survey, supplemented by interviews with practicing social workers. All the assembled data have been analyzed using Ecological Systems theory with focus on the child perspective and the term significant others. The study shows that the respondent youth have trouble identifying the formal ending with social services, as well as the support they received or were offered.

This Batchelor?s Thesis concerns 20 points at the MDA-program (People, Computers and Work) at Blekinge Institute of Technology in Ronneby, Sweden. 10 points concerns Computer Science and 10 points Human Work Science. The thesis is about the process of starting a new department of Blekingesjukhuset [Blekinge Hospital] in Karlshamn, Blekinge called Sjukvårdsrådgivningen [Health Care Advice Bureau]. The thesis starts with a description of the ethnographical methods used, followed by the process of establishing the department. In this new department, the nurses are using a computer based system called Teleråd, developed by TietoEnator. The thesis takes up the issues of how the department uses this system today and concerns what ?user-friendliness? is.

AbstractMany of the refugees around the world today are children. Some of these children are travelling alone without anyone looking after them. These children flee from their countries to save their lives and as they are children they need special care and protection. This thesis has investigated the protection given to unaccompanied children during the asylum process in the two key instruments in the area: the Convention of the Rights of the Child and the Convention Relating to the Status of Refugees. The Refugee Convention does not contain any procedural rights and does not specifically acknowledge children, even though they are included in the scope of the Convention.

The purpose with our essay was to examine which clients/patients get treatment for alcohol problems from either health care units or social service units. We also wanted to find out how staff in these units considers the importance of social background in the assessment of treatment. The questions we have focused are: How do the clients/patients get in contact with the units? How does staff in these units consider the importance of social background in the assessment of treatment? How is the social background like for the present clients/patients? To fulfil the purpose with our investigation and to get answers to our questions, we performed an explorative examination and applied a qualitative method in the form of a semi-structured interview with six persons. The investigation showed that clients/patients get in contact with the units by looking for treatment by themselves or by relatives and other organisations.

Title: The impact of service quality on customer loyalty - when a service changes from being free to become surcharged Authors: Carl Johan Olsson, Marcus Johansson and Victor Carlsson Supervisor: Hans LundbergCourse: Bachelor thesis in business administration, 15 Credits (15 ECTS) Keywords: Service quality, customer loyalty, price movementPurposeThe purpose of this essay is to increase the understanding if the perceived quality by the service users correlates with a future loyalty to a service when it cease from being free, to become charged.? Does the perceived quality of a service by the service users affect a future loyalty to a service, when it cease from being free, to become charged?MethodIn this essay we have chosen to implement a quantitative research method based on a survey. This choice was made in order to reach a sufficient large amount of service users and empirical data to answer our problem.ConclusionsAccording to the theory, customer satisfaction can be expressed through a comparison between customer?s expectations and the experience of using a service, and there are also positive correlations between service quality and customer satisfaction. Additionally, loyalty is based on service quality and customer satisfaction.

Childhood as a social category is under strucural redefinition. In this thesis the child and childhood are understood as socially constructed phenomenons. Focus is laid upon the construction of the concept ?in the best interest of the child? wich in The UN Convention on the Rights of the Child is defined as beeing the foremost important view to take into account when decisions wich affect children are made. As the thesis shows, a concrete and universall view of the best interest of the child is lacking in practice and would in many cases be unfortunate.

The aim of this study was to categorize and analyze articles in health magazines, how health messages about health is being described. Using a qualitative content analysis the researcher answered the aim by three research questions: What kind of health messages about health factors do the magazines describe? Do the health magazines talk about risk factors for unhealthy behavior? What kind of commercial messages do the magazines provide? The result from the content analysis showed that health magazines presented social support, self-esteem, acceptance, equality and strategies as health factors. They tried to change readers? perceptions to get a healthy lifestyle.

This is a qualitative study about child poverty within the school environment. The purpose is to examine how financial resources can affect the social standings of teenagers and how that affects them in school; how the school system view and work with child poverty as well as how they act within the legal framework that requires the school to be free of charge. This was done through analyzing earlier research and conducting five interviews with personnel at three schools for children ages 13-15. Our results show that social standing can be affected by a lack of financial resources, partially due to not having certain mobile phones or brand clothing, partially because they cannot afford to join in on social activities. Furthermore, teenagers view child poverty as shameful and a risk factor for social exclusion.

The aim of this study was to describe how the best interest of the child can be constructed in investigations concerning permission for international adopt, where adequate parenthood is investigated. Qualitative research interviews were used as method. Seven investigators from six different sections of the city of Stockholm were interviewed. The information was analysed on the basis of a sociological approach to law and social constructionism.The result showed that adequate parenthood is a condition in the interest of the child. Adequate parenthood is specified as the parent?s qualities and possibility to care for an adopted child.

Patienter med psykisk ohälsa löper större risk att drabbas av somatiska sjukdomar. Utvecklingen av psykiatrivården gör att allt fler patienter med psykisk ohälsa vårdas inom somatisk vård. Psykisk ohälsa är ett växande folkhälsoproblem. Personer med psykisk ohälsa är en stigmatiserad grupp både i samhället i stort och inom vården. Sjuksköterskan kommer med största sannolikhet att möta patienter med psykisk ohälsa i sitt arbete inom somatisk vård. Syfte: att beskriva sjuksköterskors upplevelser av att vårda patienter med psykisk ohälsa inom somatisk vård. Metod: litteraturstudie med nio kvalitativa artiklar och en mixed method som underlag.

A major part of the Swedish population suffers from myocardial infarction. A wish in the study is to give nurses an increasing knowledge about what patients with myocardial infarction wish to be informed about so that the nurses can meet these patients as good as possible.The aim is to show what nurses need to inform heart patients about to prevent anxiety and fear after hospital care.The method used was literature reviews where seven articles were reviewed according to Polit, et. al., (2001). The databases used were Cinahl and ELIN.Results: There is a dissonance between what the patient and what the nurse is ranking to be the most important item to be informed about after a myocardial infarction. The patients prioritize information about symptoms and lifestylechanges.