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 purpose of this Masters thesis is to study students perception of the services that the library staff provides and the library staffs opinion of the students perceptions. With the concept service we mean the treatment, the attitudes and the qualities that exist between the library staff and their users. Our purpose is also to examine how the users experienced services quality. Our survey was conducted at an academic library with questionnaires to both students and library staff. We analysed the result of the survey by using three theories by Lundmark, Keen and Grönroos and Monthelie.

Syftet med vårt examensarbete var att ta reda på om användning av Concept Cartoons, som hjälpmedel vid naturvetenskaplig undervisning, kan skapa elevdiskussioner som har sådana kvaliteter att det gynnar naturvetenskaplig begreppsbildning. Till grund för arbetet ligger Lpo 94, kursplaner och tidigare forskning. Undersökningen genomfördes i en skola i Östra Norrbotten och undersökningsgruppen bestod av 12 elever i år 5. Undersökningsunderlaget samlades in genom bandinspelningar av gruppdiskussioner, enskilda elevintervjuer samt observationer. Resultatet visade att enbart Concept Cartoons som hjälpmedel inte är tillräckligt för att skapa kvalitativa diskussioner.

How is the fat body constructed in public spaces? This essay deals with the experiances of five participants, being fat in public spaces. The fat body is often constructed as "matter out of place", more or less expected to be invisiable in public spaces. But living with a fat body isnt all about assimilation, wearing black clothes to fit in or staying at home in fear of facing comments of your body. More than being a body constructed as improperiate in public spaces, the participants view can be described as "revolting".

Social media on the internet allows both public and private actors to communicate with each other. The aim of this qualitative study is to explore the relationship between the public and the private in social media on the internet, specifically with emphasis on the identities which are shaped in this relationship. The social media explored in this study is the micro blog Twitter. Data was collected from the pages of three public and private actors on Twitter, specifically with concern to their interaction with public and/or private actors. The data was analysed with support in sociological theories on modernity, identity, self-identity, socialisation and Erving Goffman's theories on everyday expression.

This thesis focuseses on archives and availability. The general public seem to have trouble finding their way tothe actual archives even though most archival institutions are easily accessed and provide interesting material.Maybe it is because archives are generally not as well known as other institutions within the ALM-area, eventhough the need to know ones history and identity is considered mainstream. Whether or not history takes off atthe archives is a complex question to answer. Archives, however, certanly contribute to our ideas of earlier timesand the concept of history.I have examined what archives do to make these contributions known to the general public and to whatextent they make their material avaliable. I have also looked into archival pedagogy since it is often connected toavaliability.

Objective: The aim of the study is to describe pupils' understanding of the mathematical concept of function. How do pupils define the concept of function? What images of the concept of function evoke when they solve tasks, which involve identifying and constructing functions?Theory: A student's thinking about a mathematical concept depends on more than just the formal definition of the concept; therefore Tall and Vinner introduce the term concept image to describe the role cognitive structures play when students learn about concepts. The cognitive structure includes all mental images, associated properties and processes that an individual associates with a given concept. According to Sfard, an individual's understanding of mathematical concepts may have different character: an operational conception, where a concept is conceived as a process and a structural conception, where the given concept is conceived as an object, that is, as a whole.Method: 16 pupils at the Science Program at two different upper secondary schools inSweden answered a questionnaire on the mathematical concept of function.

The goal with this essay is to investigate problems in processes of a government agency andthereby determine whether a Business Process Reengineering can create a more effectiveworkflow. The foundation of this essay lies in how customers perceive its business processesas reported from Internet forums. By adopting a qualitative approach, this is supplemented bythe statements and reports from the public business. The qualitative method that has been usedin this study is a content analysis of the threads from two major Internet forums that highlightthe problems associated with the examination of firearms licensing and the routine that exists.The method also gave us the opportunity to study the public business own view of theirprocesses. This was done by exploring their statements in media and their own reports aboutthis area.This essay is the result of a case-based study and during the course of the study we haveidentified five themes related to; time, management, communication, competence, andregulations.

My aim is to examine the special form of interaction between users of the shut-in service and the responsible librarians. My purpose is to examine how mediating of literature can be pictured in correlation with shut-in services. How do librarians describe their experiences of the shut-in service? What roles of mediating can be perceived? How can interaction interpreted in the context of the shut-in service?The material was acquired by doing qualitative interviews of five librarians who works with shut-in service. This study is based on the theory of Åse Kristine Tveit.

Social media has meant that organizations can engage in dialogue with their audience without journalistic intermediaries. PR 2.0 is a term that defines the new way for organizations to work with public relations in the new media landscape. The aim of our study is to examine how IKEA uses social media to create, maintain and develop their relationships. Furthermore, great interest is directed to the concept profile. This essay will examine how the stated profile IKEA has pervades the work on social media.

The purpose of the thesis is to describe the developing of the branch libraries of the public library of Kristianstad between the years of 1967 and 1977. The municipality of Kristianstad was grounded by a unification of the city of Kristianstad and ten small municipalities. The fusion takes place in three different stages during the years of 1967, 1971 and 1974. The first stage included the city of Kristianstad and the municipalities of Araslöv, Nosaby, Träne and Vä. The municipality of Araslöv got free small villages and village of Färlöv was the biggest one.

The aim of this study is to investigate methods of collection development, the users? influence on selection and quality aspects, focusing on non-fiction literature in Swedish public libraries. To find out opinions of collection development, I use the method comparative literature study. Antonio Gramsci?s concept hegemony forms the theoretical background, and hegemony as concept is related to a library context by using Maj Klasson?s text on the librarians? different positions of authorities.

Traffic accidents where wild animals are involved represents between 60 and 80 percent of all reported accidents, depending on location in Sweden. In a country like Sweden, with a lot of forest, there is always risk of a collision with a wild animal. Imagine if you, as a road user, had the possibility to receive warnings when the risk of an accident according to statistics is extra high.Wildlife Detection Network is a wildlife warning system with an information service, which makes the whole concept unique. When an animal is approaching the road, it is registered by sensors, and warning lights along the road are lit to inform drivers of the potential danger. In conclusion, this is a direct warning to all drivers on the road where the system is placed.When an animal is registered by the sensors, information containing time, date, weather circumstances and coordinates are sent to a database.

Service Design is a relatively new, unexplored and exciting phenomenon that through an interdisciplinary work methodology designs services. A discussion has been going on for a long time regarding whether there is a difference between products and services. Services are often classified as immaterial, heterogeneous, non-storable and inseparable in relation to products. A question that arises is if something specific characterises the work methodology used regarding service design. The aim with this paper is thus to explain the work methodology when working with service design.

The purpose of this essay was to find out how leaders in micro service firms practice HRM and identify which HRM related problems they experience in their leadership. A case study consisting two cases was carried out. The study has shown that leaders in micro service firms use a highly personalised, informal management and involve their employees in the firm?s development. The findings were that leaders of micro service firms do not have any theoretical knowledge of HRM practises because of lack of education.