The purpose of this study is to analyze and evaluate the suitability of the three instruments SERVQUAL, SERVPERF and Zone of tolerance to measure service quality, from the respondents' perspective. This study has been carried out by a quantitative method in which respondents answered three questionnaires, which was based on the three instruments. The SERVQUAL instrument is a revised version based on criticism by Carman (1990). It is based on the five dimensions; reliability, responsiveness, assurance, empathy and tangibility, with 22 items in which each dimension is associated with a number of items. SERVPERF is the instrument most similar to SERVQUAL and is also composed of the same five dimensions.

This essay conducts a descriptive analysis of the ideas expressed by NATO´s official security strategy "Strategic Concept" from 2010 and the European Union?s security strategy "A Secure Europe in a Better World" from 2003. The purpose of this analysis is to examine whether the ESDP and NATO are compatible with each other when it comes to the role of security policy actor. To do so, I´ve chosen to analyse the actors' security strategies based on three dimensions. These dimensions are: Their view of the international scene, their views on cooperation and their views on how to reach security.

The aim of this Master?s thesis is to examine values expressed towards the Swedish literary award Augustpriset in a selection of articles from Swedish newspapers published between the years 2000-2007. The questions posed in the study are: What types of values concerning Augustpriset are expressed in a selection of cultural journalistic articles? How is the relationship between intellectual culture and commercial culture reflected in the articles? How are positive and negative standpoints justified? How can Augustpriset and the journalists be understood as parts of intraconversion on the literary field? The study?s qualitative textual analysis is theoretically based on Pierre Bourdieu?s theory of the literary field. The method used for analysing the articles is idea analysis using dimensions constructed from Bourdieu?s description of two polarities, the intellectual and the commercial, of the literary field.

The right kind of democracy ? an ideology analysis of school literatures description of the term democracy.Writers: Fredrik Hedlund & Mattias AhlqvistDemocracy is today a word and a concept that in many ways is taken for granted and almost never is reflected on. The concept democracy is also considered as an essential issue in the swedish school system, both regarding the way the education should be managed and also as a part of the students democratic schooling ? all according to the comprehensive document Läroplanen för de frivilliga skolformerna (Lpf94).The main purpose of this paper is to investigate how swedish literature in political and social science talks about and looks upon democracy ? what do the books say it means?The materials we have chosen for this report are the books Zigma and Forum. As metod we are using a textual ideology analysis in which we have created three dimensions ? meaning/associations, criticism of democracy, and demos/citizenship.

Purpose: The purpose of this study is to highlight what is perceived as- and what is not perceived as- supportive and comforting, by the sick child in palliative care, and by its family. Method: Systematic literature review in which only scientific articles from the years 2001-2010 have been included. Analysis: A method inspired by qualitative content analysis was used. Results: The analysis revealed five categories of what the sick child and its family experienced as supportive and comforting - and what was perceived negatively - in the context of palliative care for children. The results showed that it was very important to have competent, dedicated and compassionate staff that not only care for the child but also see to the whole family.

The aim of the study was to a) examine what leader behaviors individual and team athletes prefer and b) examine what leader behaviors men and women prefer. A questionnaire (The Leadership Scale for Sports) was distributed to 168 individuals, from which 130 were included in the study. The data was analyzed in SPSS, in which a three-way and a two-way variance analysis were performed. The results showed that individual athletes preferred the behavior dimensions ?Training and instruction?, ?Positive feedback? and ?Democratic behavior? to a higher degree than did team athletes.

The thesis is aiming to investigate what happens in the customer-service worker interaction when the service worker is wearing religious attributes. In order to operationalize this the Muslim head scarf, hijab, is chosen as stimuli. Reviewing previous research and theory in this field, it is clear that people have a preference for people that they perceive to be like themselves, this is referred to as homophily. Further on, the study investigates the ethnicity dimension of the service worker customer interaction. Theoretical areas of attractiveness and color are also investigated.

This study aimed to explore the perceived role and mandate of civil servants employed in municipalities in Kronoberg county. The study aimed to answer the question whether civil servants engaged in municipal economics have different perspectives on their mandate and role based on how said civil servants implement and manage policy tools available in Swedish municipalities. The study aimed to through policy tools theory explain how civil servants through four categories view the policy tools employed in the municipality. The study is based on the reasoning that policy tools influences exercise of authority that in turn influences view on policy tools. In order to study civil servants perspective on perceived mandate and role interviews were conducted with a sample of civil servants from each of the eight municipalities in Kronoberg county.

This study investigates whether creative online product exposure within the clothing industry has a positive effect on the behaviour and attitude of today's consumers. Product exposure is the most important stimulus in the online marketing universe, yet few studies exist on this topic. Thus, this study pioneers in this specific research field. Through empirical analysis this study reveals that product exposure has a significant and direct effect on the perceived corporate ability and consumer involvement. Moreover creative product exposure indirectly increases the perceived product quality, intention to buy and the overall attitude towards the brand.

The purpose of this study was to explore nurses' experiences of obstructed airways in the prehospital work.A qualitative interview study with a descriptive and explorative design was used. The sample consisted of nine registered nurses whereof three were women and six were men, with or without further education and varying length of experience in the ambulance service.Prehospital personnel builds up a vast plan of action based on the emergency information provided by SOS. Simple methods for managing obstructed airways were stated often enough. Problems with obstructed airways are considered so unusual that it never becomes a routine. Several factors affect the identification and managing of obstructed airways, both external factors and the different patient categories are considered important.

This report is introduced with a presentation of fundamental electromagnetic theories, which have helped a lot in the achievement of methods for calculation and design of microstrip transmission lines and circulators. The used software for the work is also based on these theories. General considerations when designing microstrip solutions, such as different types of transmission lines and circulators, are then presented. Especially the design steps for microstrip lines, which have been used in this project, are described. Discontinuities, like bends of microstrip lines, are treated and simulated.

From a time where employees often remained at one company until retirement, globalization and changed employment patterns have created a more mobile labor market in the last years. In an effort to expand the connection between organization and employee a rising interest in corporate alumni networks has emerged. Previous research has shown that conditions for such networks are formed through employees social identification, perceived organizational support and organizational citizenship and can be shaped by company's HR practices.This paper aims to examine two case companies' perceived benefits through alumni relations as well as their HR prac-tices, in order to increase understanding surrounding the relationship between the two areas. Further the study intends to draw conclusions about the role of corporate alumni networks in the creation of the received benefits.The study indicates that HR practices, through the creation of an organizational citizenship behavior, can influence the conditions for beneficial alumni relations. Results show that some expected benefits of alumni relations can be re-ceived through strong citizenship.

PurposeThe aim of the study was to examine the affects perceived by young people aged 18-19 years old after resistance training outdoors versus resistance training indoor. The aim of the study was also to examine if the rate of perceived exertion was affected by whether the resistance training took place outdoors or indoors. What immediate affects are perceived in conjunction with resistance training outdoors and indoors in people aged 18-19 years?What immediate affects are perceived after resistance training outdoors compared to equivalent resistance training indoor in people aged 18-19 years?What perceived exertion level can be seen in conjunction with resistance training outdoors compared to equivalent resistance training indoors in people aged 18-19 years?How does exercise habit correlate with affects and exertion in conjunction with resistance training? Method22 pupils in a secondary school conducted two resistance training sessions, one outdoors and one indoor. A questionnaire about their mood and exercise habits was answered before and immediately after the training session. Rate of perceived exertion rate was also included in the questionnaire the participants received after the workout.

The aim of this study was to gain a greater understanding of what social workers perceive to be mentally demanding and emotionally challenging work, and which strategies they use to handle it. I chose to interview six social workers, three of them had long experience of social work, and three of them had worked for less than a year. The justification for this choice wasthat I wanted to interview people with different experience of social work over time, to be able to see possible differences in what was perceived as mentally demanding and emotionally challenging work, and how it was handled. The social workers were interviewed with a semi structured interview manual.The results showed that the organization of the social service is not fitted to the work that social workers execute. This means that what is perceived as mentally demanding and emotionally challenging work largely depends on this.

We investigated a retirement home, where we looked at whether there are differences, disagreements or conflicts between teams who work day and night shifts. Our purpose was to examine the Heads of Unit and the employees perspectives on their perceived work situation, cooperation difficulties and why they emerged. We chose the general systems theory as our theoretical basis, which gave us the opportunity to highlight different parts that can affect the working climate and the cooperation of the working groups. The study also highlights the importance of structure, common goals, reporting and dialogue meetings. To understand the perceived work situation, we used methodological triangulation, using quantitative and qualitative methods (surveys, semi-structured interviews).