Service quality occurs in service encounters where both customers and employees come together in an interaction. It is therefore important that the staff give their best because the interaction usually takes place in real time, which is referred to as the moment of truth.The aim of this study was to find out how luxury hotels are working to ensure good service quality, and how the staff are motivated to deliver this service. We wanted to examine this from a management perspective, and an employee perspective. Information was gathered through various interviews, where the staff at the Hotel Kämp in Helsinki and at the Sheraton Hotel Stockholm participated.Survey results show that employee motivation, training and empowerment have a significant impact to provide service in high quality. The results also show that the surveyed hotel, to certain level work in the same way, but it reveals some differences even when both hotels are part of the same concern..

Asylsökande föräldrar lever under stark social och ekonomisk press. De har ofta sviktande psykisk och fysisk hälsa till följd av tidigare traumatisering och den belastning som asylprocessen innebär. Om föräldrarna under dessa omständigheter inte längre klarar att ta hand om sina barn kan barnen bli placerade i familjehem. Sex socialsekreterare med erfarenhet av sådana placeringar djupintervjuades med syfte att undersöka hur barn och föräldrar från asylsökande familjer reagerar när barn placeras i familjehem utan sina föräldrar. Syftet var också att undersöka hur socialsekreterarna resonerar kring och påverkas av att arbeta med placering av barn från asylsökande familjer.

Sedan 2006 är en allvarlig konflikt mellan föräldrarna det vanligaste skälet till att tilldöma en förälder enskild vårdnad vid en rättslig tvist om barn och i Sverige är det i 9 fall av 10 mamman som har enskild vårdnad efter en separation. Syftet med denna studie är att skapa en teori om vad genus har för betydelse för lämpliga föräldrars möjligheter och begränsningar i en rättslig tvist om barn. Genom intervjuer med domare, advokat, samtalsledare, medlare, en mamma och en pappa som gått igenom en rättslig tvist om barn skapade jag en faktisk teori om vad genus har för betydelse för lämpliga föräldrars möjligheter och begränsningar i en rättslig tvist om ?barnets bästa?. Min teori är att lagstiftningen om ?barnets bästa? begränsar möjligheterna för lämpliga föräldrar att lösa sina konflikter och att lagstiftningen om ?barnets bästa? inte är tillämpbar på tvister där två lämpliga föräldrar ställs emot varandra.

This study aims to show how teachers talk about their teaching with regards to gender in relation to literature.We have interviewed four teachers of Swedish for upper secondary school to discover how they feel about, and understand, the fact that gender is a factor in the teaching of literature and that they should present to the students literature written by both male and female authors. To analyze the interviews we use Sannersted's (1991) theory about teachers as street-level-bureaucrats ("närbyråkrater"). He states that teachers are persons who have to follow what politicians have decided but they are fairly free to choose how they do it, but to be able to follow a decision as closely as possible three qualifications have to be met. The teachers have to understand the decision, be able to follow it and want to follow it. We find that the teachers that we have interviewed are aware that they discuss gender issues with their students and they all claim that they present a variation of authors to their students.

The aim of child health care is to promote health and development for all children, to early identify problems that concern children´s growth and development and to prevent ill-health among children. Today in our society the proportion of children who are underweight are few.The aim with this study was to describe paediatric nurses experience in meeting with underweight children and their parents. Interviews were implemented and analyzed according to qualitative content analysis. Focus was placed on looking at differences and interpretations in the text content. The analyse resulted in six main categories, such as a need of sensitivity and a holistic view from the nurse, difficulties in handling the meeting because lack of tools.

The aim of this study has been to, through a couple of chosen theories, examine in what way and for what purposes Japan has used its international aid system, How can the nation have been said to have implemented and acted in lines with the philosophies and principles set forth in the ODA declaration. What approaches, concerning positive and negative aid sanctions in the matters of aid to Cambodia and Burma, have been chosen and what have the motives for these choices been. What have been the determining factors of the outcome related to these sanctions - economic, political and/or matters of identity? I have found that a concern for possible decrease in economic profit and investment related areas, combined with a feared loss of political prestige and worsened diplomatic relations to the neighbouring countries in the Asian society, have come to overtrump the notion of advocating democracy, human rights, environmental and anti-militaristic issues..

The aim of this Masters thesis is, partly, to examine the information needs of lesbians: what discernable information needs they have, how they seek information and which information sources they use. The purpose is also to examine what part fiction plays regarding the information needs mentioned above and how fiction indexing could improve retrieval. The study is conducted through ten qualitative interviews with lesbians as well as through textual analysis. The theoretical framework includes queer theory and theory concerning information needs and uses. The results indicate that lesbians have evident information needs that mostly concern identity.

This paper deals with the opportunities for the technique of condensation, for wood fired household heaters, on the Swedish market. In this project the condenser is preceded by a scrubber and both energy exchange and separation of unburnt particles have been studied. The facility studied is connected to a wood stove at 30 kW. The tests would show that the effect from the stove never reached above 16 kW. This might be a result of the low temperature of the water going into the stove, from the condenser. In addition to this the wood was not of highest quality and the stove could have needed some maintenance before the tests.

Early during my education to become an afterschool-teacher a concern was raised that afterschool-programs will continue to be seen as an institution for childcare services. In this experience-based essay, I discuss what I see as the coreproblem: the free- and planned activities. What do the free- and planned activities actually mean for children's development and what is it that determines how much space the various activities will be allowed to take?In my attempts to answer this question, I go through the concept of leisure, the importance of children?s play and adults responsibilities in children?s play, what the different policy documents say about children?s play and the creative work, staff skills and theoretical and practical knowledge. I question whether I was right in the story that I begin this essay with, and conclude that it is more difficult than I previously thought to find an answer to the question..

I denna kvalitativa studie intervjuades tre kvinnor som lämnat relationer där de utsattes förvåld. Syftet med studien var att få en fördjupad kunskap kring kvinnornas känslomässigaprocess kring relationen där de utsatts för våld med fokus på ilskan. Frågeställningen var omdet kan finnas en positiv kraft i ilskan som hjälper kvinnorna i relationen ochuppbrottsprocessen. Studien kopplades till ilskans funktion utifrån affektteori.De tre kvinnorna i studien berättade om relationer som präglats av våld. De beskrev sinakänslor och reaktioner under relationen, i separationsprocessen och utvecklingen efterseparationen.

To United Minds, large-scale surveys are an important offering to clients, not least the public opinion poll Va?ljarbarometern. A risk associated with surveys is satisficing ? sub-optimal response behaviour impairing the possibility of correctly describing the sampled population through its results. The purpose of this study is to ? through the use of multivariate outlier detection methods - identify those observations assumed to be non-representative of the population.

The gathered texts and letters from Ali Ibn Abi Talib, found in the book Nahjul Balagha,constitute one of the most important writings of Shiite Islam, next the hadits and the Quran.Imam Ali´s ethics and moral approach in Nahjul Balagha, is considered by imam Ali, to beseen as a guideline for both individual purposes as for any kind of governance. The esotericteachings, about truth and justice in Nahjul Balagha, should therefore probably have been of agreat concern to Ayatollah Khomeini and the Islamic revolution.This essay will from an deductive approach, on a relatively contemporary historic event, try toanalyze Ayatollah Ruhollah Khomeini´s interpreting on imam Ali´s texts and preaching inNahjul Balagha. The Islamic revolution, as the Islamic Republic of Iran, led by AyatollahKhomeini, was confirmed as both brutal and violent. My ambition in this essay, will there forconcern a possible interpreting on justice and political rule, from Ayatollah Khomeini and theIslamic Republic of Iran, on imam Ali´s teachings in Nahjul Balagha..

AbstractMycotoxins are secondary metabolites produced by filamentous fungi. Moulds producing mycotoxins grow on various crops that are used as horse feeds. Since the treatments of mycotoxin poisoned horses are limited it is important to prevent production of mycotoxins in feed. The major mycotoxin producing moulds in horse feeds are Fusarium spp., Penicillium spp. and Aspergillus spp.

The Swedish school in today?s society is multicultural. One of the main questions is how to integratethese students in the Swedish society. The purpose with the study is to explore how schoolcounsellors? work to promote the integration of multicultural students and what factors can influencethe integration of these students.

Syftet med detta arbete är att studera möjligheterna att nyttja de biprodukter som bildas vid integrerad ståltillverkning hos SSAB Tunnplåt i Luleå. Biprodukterna i detta fall är de energirika processgaser som skapas från koksningsprocessen, masugnsprocessen samt LD-processen. Detta arbete har koncentrerats på att titta på de förutsättningar som finns för att separera ut metanet som finns i koksgasen för vidare användning internt inom SSAB-koncernen. Påpekas bör att en stor del av processgaserna som bildas vid koksverk, masugn och LD redan återanvänds internt på SSAB Tunnplåt AB som bränsle i flertalet processer. Överskottet av dessa gaser blandas och används sedan bland annat av det närliggande värmekraftverket, Luleå Kraft AB (LUKAB) och Nordkalk.