Denna studie har undersökt den praktiska användbarheten av befintliga teoretiska ramverk inom service recovery-området som utgångspunkt för att utvärdera och utveckla recovery-arbetet i tjänsteföretag. En datainsamling på ett större svenskt tjänsteföretag har genomförts med ett fokus baserat på befintliga teorier om service recovery. Det insamlade materialet har sedan bearbetats av nyckelpersoner på företaget och funnits leda till en inte oansenlig mängd insikter och åtgärdsförslag relaterat till organisationens recovery-verksamhet. Detta leder till slutsatsen att de teoretiska ramverk som beskriver service recovery-processen framgångsrikt kan användas för att styra utvärdering och utveckling av en organisations recovery-verksamhet. Information som insamlats med befintliga teorier som lins har visats vara relevant för en organisations insikter om det egna recovery-arbetet samt bidragit till utveckling av recovery-verksamheten..

ABSTRACTBackground: After general anesthesia the cognitive ability is temporarily impaired. Cognitive recovery is necessary for the patient to be able to assimilate the information that she / he gets postoperatively. It also increases the patient safety. There are few methods to estimate and assess the patient's cognitive recovery before and after anesthesia. The purpose of this study is to test the usefulness of the instrument PQRS and to assess the patients cognitive recovery after anesthesia.

Every business is subject to service failures. The process of correcting these failures and turning disappointed customers back into happy ones is called service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisfied. To further complicate things, service recovery is a process where you may have to correct errors of others - people beyond your control. The research field is relatively new and there are no turn-key solutions as to how to systematically work with service recovery.

The aim of the project was to study the effect of oral administration of glucose and leucin on the resynthesis of muscle glycogen after intense exercise in Standardbred trotters. In a crossover design, 11 Standardbred trotters performed a standardized exercise test on two occasions in order to deplete muscle glycogen. The exercise test comprised a warm up period, 7 repeated bouts of exercise on an uphill 500 m slope, and a recovery period. After the exercise test horses received: 1) a solution of glucose and leucine via a nasogastric tube at 0 minutes and at 240 minutes post exercise and a single bout of glucose at 120 minutes post exercise or 2) water (placebo) at 0, 120 and 240 minutes. Blood samples for measurement of glucose and insulin concentrations were collected at rest, when the horses returned to the stables directly after exercise and throughout the 6 hour recovery phase. During the first recovery hour, samples were collected every 15 minutes and then every 30 minutes over the next 5 hours.

In our world, more than two billion people are living under insecure food conditions and more than eight hundred million people are estimated to be starving. The majority of these people live in developing counties which are poor and often subject of civil war. The past fifty years the main subject of security analysis has been the sovereign and rational state and the threats have been viewed in terms of military and weapons of mass destruction. This has come to change over the last decades and security as a concept has broadened, which better represents the reality of today. Within this broader conceptualization of security the main referent of security is the individual, rather than the state, and threats are not only analyzed from a military point of view, but also seen as threats against human rights and freedoms.

This thesis aims at investigating the conflict development of Swedish foreign policy debates during 1989-2000. It is rather assumed that the Swedish foreign policy debates have been highly characterized by a large consensus. Despite that, there have been certain occurrences where the political parties have flushed into party struggle and shown disagreements over the party frontiers. This has raised questions about the range of conflict and consensus in such debates where I have studied the political parties' backchats. I have studied situations where the political parties replicate each other in order to investigate the range of consensus and controversy that exists within different foreign policy areas.

A quantitative study was conducted with the aim to investigate whether individuals use a specific conflict strategy when they are in a task conflict or a relationship conflict in their workplace. The study also examined whether individuals experience positive or negative effects of a task conflict or a relationship conflict when a specific conflict strategy have been used. Previous research explains the effects of task conflicts and relationship conflicts at the workplace (De Dreu, 2008) Likewise lifts the effects of the conflict strategies interaction, avoidance, and power and coercion (Hoerr, 2005; Meyer, 2004; Trudel & Reio Jr., 2011). However it does not tie together what the conflicts and conflict strategies have for effects together. This also means that it is impossible to discern if there is a strategy that is frequently used in a specific conflict type.

The purpose of this study is to examine secondary teachers' perceptions of conflict, conflict management, conflict prevention and conflict communication. In addition to theory, I conducted individual interviews and focus group discussions. Most teachers have a common view and argues that a conflict occurs when two or more individuals do not agree on something. Typical conflicts are about grades, teachers' changing professional roles and cellphones in the classroom. In my view, it seems as if the mobile phone has taken over the core conflict that caps created for some 10 years ago, functioning now as the dominant symbol in an ongoing development process providing space for meeting and dealing with conflicts in a constructive way..

A quantitative study was conducted with the aim to investigate whether individuals use a specific conflict strategy when they are in a task conflict or a relationship conflict in their workplace. The study also examined whether individuals experience positive or negative effects of a task conflict or a relationship conflict when a specific conflict strategy have been used. Previous research explains the effects of task conflicts and relationship conflicts at the workplace (De Dreu, 2008) Likewise lifts the effects of the conflict strategies interaction, avoidance, and power and coercion (Hoerr, 2005; Meyer, 2004; Trudel & Reio Jr., 2011). However it does not tie together what the conflicts and conflict strategies have for effects together. This also means that it is impossible to discern if there is a strategy that is frequently used in a specific conflict type. The study group consisted of 62 participants from different workplaces that responded to a survey.

The aim of this study is to increase understanding about addiction recovery. More specifically, we want to know what people who have had problems with alcohol and/or other drugs perceive as helpful and important for their recovery process and how we can understand this process.The study was conducted by means of qualitative semi-structured interviews with four people who have had alcohol and/or other drug problems. The analysis is based on a transtheoretical model of change from addictive behaviours, coping, interactionist theories and also a recovery perspective, inspired by research on recovery from mental illness . Main findings are that recovery from addiction can be understood as an individual process that takes place in a social context and can follow expected phases, although there are large individual differences in the process. Through the recovery process it has been of importance to the participants in the study to redefine themselves and their problems, get support from others, find ways to cope with their problems, get involved in meaningful activities and to expand their social roles.

In this study our aim is to display a series of possible mechanisms which operateswithin the regions and societies were child soldiers were frequently andextensively used in combat tasks. Our study is based on the assumption thattoday's peace-building strategies are inadequate to describe certain problemsfaced by many post-conflict countries, especially in Africa. We argue that largeformations of child soldiers will, if not properly and immediately addressed, causeserve and structural problems in society, gravely hampering growth andinstitutional capacity. The Issues of Post Traumatic Stress and societal insecuritybrought on by the use of child soldiers poses a serious threat to society as a whole.In this study we use Uganda as an illustrative case to describe the mechanisms atwork..

Can meditation aid in a situation of conflict? This paper answers that question.The reason I chose to examine this topic is due to own positive experiences that convinced me of the link between meditation and conflict resolution. I wish to bring more light on this topic and to faciliate further research within the area.Through analyzing material on meditation, meditation and emotion and emotion and conflict, I find here that some of the effects of meditation has a positive effect on our emotions and also that we can work through meditation to learn about the way we act on our emotions and also how we can learn to act to our advantage. I also show how emotions play a vital role in conflicts between individuals and groups and that it is most urgent that we use what means we have to work conflict to our best use. I believe that conflict has it?s place in society and that good things can come from it, but that we can work with the conflict so that it does not escalate out of proportion.

This paper examines the concept of environmental scarcity and the risk of conflict, in particular agriculturalscarcity and the risk of conflict. This paper compares the neighbouring countries Angola and Namibia, andinvestigates why Angola has had a conflict and why Namibia has had peace. This paper investigates if the conflict inAngola is caused by agricultural scarcity and if this is the explanation for the lasting Peace in Namibia..

Uppsatsen skrevs i samband med Konsumentverket och undersöker hurKarlstadsbuss använder sig av service recovery i sitt dagliga arbete.Service recovery innebär att så fort en kund upplevt något negativt i samband med ett företagsmöte så ska denne få återkoppling i form av en ursäkt, pengar tillbaka eller någon annan typ av förmån. Lyckas företaget ge kunden detta så fort som möjligt så förhindrar det att kunden får en negativ bild av företaget som den sprider vidare till personer i sin omgivning.För att få djupare kunskap i ämnet har tidigare teorier om klagomålshantering, service recovery och hur företag kan motivera sina anställda till att vara mer serviceinriktade studerats.Syftet med den här uppsatsen är att studera hur service recovery används i ett kollektivtrafikföretag och hur det tillämpas i hela organisationen.Först studerades teorier inom ämnet och sedan gjordes en empirisk undersökning, uppsatsen är med andra ord uppbyggd enligt den deduktiva strategin..

The following chapters examine landscape architecture which engages in contested territories with an emphasis on the way in which landscape architecture can engage with the issues of divided cities or landscapes with similar social, cultural and physical properties. The project focuses specifically on the potential landscape architecture has for promoting or aiding in the reconciliation process of these areas, by examining the following questions. How can landscape architecture be used to benefit the peace building process of divided cities and landscapes? How can landscape architecture be used in the process of promoting spatial reconciliation in the case of Belfast? The investigation begins with a description of the background to the project in Chapter 1, which functions as a brief introduction to the urban phenomena that is divided cities. It then goes on to introduce the different methods and data employed in order to answer the research questions in Chapter 2. After introducing the problem and the methodology, a global overview of divided cities is performed in Chapter 3. This chapter is divided into two sections.