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 field rehabilitation in veterinary medicine has expanded over the past ten years. Animalswith disorders in the musculoskeletal system are often treated. The methods used lacksufficient scientific documentation; however claim to affect the animal's function in a positiveway. In order to investigate the efficacy of different rehabilitation modalities, it is important touse validated evaluation tolls. Therefore, a literature study on pain, pain-scales and functionaltest was performed together a pilot study on a functional test.The aim of the present pilot-study was to investigate a functional test, "Bioarth functionalevaluation scale", used in veterinary medicine.

Chiari type I malformation is a condition in humans characterized by a small posterior cranial fossa, downward herniation of the cerebellar tonsils, foramen magnum overcrowding and disturbances of cerebrospinal fluid dynamics. Syringohydromyelia is often seen in patients with Chiari type I malformation. Syringohydromyelia is characterized by fluid-filled cavities in the spinal cord. This causes damage to the nervous tissue in the spinal cord. In recent years, a condition similar to Chiari type I malformation has been recognized in dogs. It has mostly been seen in Cavalier King Charles spaniels (CKCS). The condition seen in dogs is usually called occipital bone hypoplasia. The aim of the study was to examine whether there is a difference in the shape of the caudal fossa between CKCS, small bred dogs with a similar head shape and dogs with a normal head shape and if occipital bone hypoplasia is related to a head shape with a steep back of the head. Other aims of the study were to examine the crowding of nervous tissue in the foramen magnum in each breed group, the extent of syringohydromyelia and to what extent the malformation had caused neurological signs. Sculls from dogs on autopsy were divided in halves and the position of the cerebellum compared to the level of the foramen magnum was studied.

This paper deals with variations in the osteological material of dog (Canis familiaris L.) from the Mesolithic Scania, southern Sweden. The general aim is to discuss the use and specialisation of dog during the period, and differences or relations between cultures and traditions within the Mesolithic period. The study is based on a analysis of the bone material from the sites; Ageröd I:A-D, Ageröd I:H-C, Bredasten, Bökeberg III, Hög, Löddesborg, Ringsjöholm, Segebro, Sjöholmen, Skateholm I-II and Tågerup, phase 1-3, with datings from Late Maglemose Culture to Early Ertebølle Culture. The seminar paper also includes descriptive statistics of the osteometrical data of Denmark, from several studies of Degerbøhl (1927) and Noe-Nygaard (1995, 2003). The study is focused on the relation between size, robusticity, muscle grooves and ligaments of mandibula, tibia, radius, humerus, femur and metacarpalia/metatarsalia.

The aim with this study is to identify and discuss discourses in public service policy documents to clarify that public service policy is political and not self-evident. The study's theoretical as well as methodological starting point is the discourse theory of Laclau and Mouffe, which ontological position is that all meaning is constructed by discourses. In the studied material, two discourses have been identified in policy concerning the content in public service media. The responsibility-discourse construct meanings of what content the policy wants to see in public service media and in the quality-discourse meanings of how the content should be is constructed. Public service policy is consistent over the period that has been studied and the study shows that there is consensus in the parliament about the regulation of the content in public service media.

The aim of this review was to examine scientific literature to determine what kind of physiological and psychological benefits derive from human-dog interaction, as well as attempt to uncover a possible mechanism behind these benefits and whether or not they are mutually beneficial. A growing body of research indicates there are physiological and psychological benefits associated with human-dog interaction. Significant cardiovascular benefits have been linked with human-dog interaction, as have lowered blood pressure, cortisol and heart rate. Interaction with dogs is often associated with a feeling of social support and well-being, and dogs also seem to facilitate social interaction between people. Dogs? ability to buffer and reduce stress is also well documented. A strong indication was found regarding a relationship between physical contact and benefits associated with human-dog interaction.

Mammary gland neoplasia is one of the most common diseases in the bitch and the most common neoplastic disease. More than 13 % of the female dog population in Sweden suffers from mammary tumors during their lifetime. The disease can affect bitches in all ages but most often middle aged and older dogs. Some breeds such as Poodle and English Setter are predisposed for the disease. The aim of this study was to evaluate if it is possible to improve the post surgical healing process by using a pressure pad.

Ultrasound is a well established diagnostic method in small animal veterinary practice but there appears to be limited use of ultrasound for evaluating the musculoskeletal system. The aim of this study was to investigate what publications exist concerning musculoskeletal ultrasound of dogs and to compare the use of musculoskeletal ultrasound at the University Animal Hospital (UDS) in Uppsala, to other animal hospitals in the world. The literature review is divided into three parts, the front leg, the hind leg and miscellaneous. The literature review focuses on the musculoskeletal abnormalities that can be seen with ultrasound. The front and hind leg sections are mainly focused on the joints.

Background The Shetland Sheepdog is a popular breed of dogs in Sweden. The breed is mostly used as a companion dog and is also popular within certain dog sports such as agility. The Shetland Sheepdog is not included in any breeding programs regarding joint health. The animal insurance company, Agria had recently informed the Swedish Shetland Sheepdog Club (SSSK) that they had noted an increasing number of arthritis in the elbow joints, therefore they wanted to exclude elbow joints from the insurance until SSSK started a breeding program against elbow dysplasia. After the start of this study Agria withdrew their demand, but the study went on as planned. Aims of this study The aims of this study was to investigate if there is any data that may show if there is a larger or smaller reason than before to suspect that the breed has a problem with elbow dysplasia and therefore would benefit from a breeding program regarding this.

The aims of this project were to describe the circumstances around dogs being left alone in cars, to investigate owners? knowledge of the risks associated with leaving dogs in cars and the relevant legislation and, finally, to study how changes in the air temperature and air composition in the car affect the dog. The project consisted of a survey of the literature, a questionnaire part and an experimental part. An important conclusion is the importance of the level of knowledge of owners, since there are several ways in which an owner can prevent their dog from heat stroke and, in the case of an eventual accident, their action can have direct consequences in minimizing the long-term damage to the dog and even whether or not it survives. Fewer than half of the owners in the study knew that for a dog suffering heat stroke, the most important thing is to bring the body temperature down. Only a third of dog owners knew that if a dog is left in a warm car and showing signs of heat stress, then the police should be contacted and the dog quickly helped out of the car.

The purpose of this thesis is to compare if a charter company's attitude and vision of service can be reconciled with the attitudes and visions that the customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by interviews, focus groups and observations. The framework is theories on the subject of customer satisfaction, quality of service at customer meetings, Self-Service technologies, quality assurance and gap in service.The study has concluded that the approach to service is relatively equal between the company and customers, but the future visions differ. Focus group participants have been thinking bigger and further into the future, while the company focuses more on specific functions.

Hemoplus® (Sarstedt, Nümbrecht, Tyskland) is a guaiac-based fecal occult blood test developed for human medicine. Guaiac-based tests make use of the pseudoperoxidase activity of hemoglobin so the test is not specific for human hemoglobin and can therefore be used in veterinary medicine. Peroxidase-containing foods such as meat (hemoglobin and myoglobin) can cause false-positive results of the test. To ensure that a positive result is not caused by diet, it has been suggested that canine patients should be fed a meatless diet for a few days prior to fecal occult blood testing. The aim of this study was to evaluate the effect of commercial dog food on guaiac-based tests. In this study fecal samples from healthy dogs were analyzed with Hemoplus®.

The aim of this study was to examine which research had been done on dietary supplements for dogs suffering from osteoarthrosis. The main questions the author wanted answers to were ?Is there evidence in the research that dietary supplements for dogs with osteoarthritis have effect in such a way that quality of life is increased in these animals??, ?are there any contraindications regarding dietary supplements?, ?who is responsible for the control of safety on dietary supplements for dogs in Sweden? and ?what kind of advice would I give to dogowners about dietary supplements?. To be able to answer these questions the author conducted a literature study of the recent research on dietary supplements for OA in dogs. The results showed that despite the lack of research in this field, some promising research has been done on multiple different supplements.

Chronic valvular disease (CVD) is the most common cardiac disease in dogs, which account for 75% of all the cardiac cases. Cavalier King Charles spaniel (CKCS) is the most affected breed and it´s 13th times more likely that a CKCS, between the age of 7-10 years, will die or be euthanized for cardiac disease, compared with other breeds. The prevalence has been proven to bee independent of coat color and weight but highly dependent on age and gender in CKCS. In 2001 the Swedish Kennelclub and the Special club for cavalier King Charles spaniel created a breeding program against CVD in CKCS. In this program dogs are not allowed to breed until 4 years of age and have to have a heart auscultation without murmurs.

The canine population has during it?s time with humans gone through at least 2 major genetic bottlenecks, the first when it was separated from the wolf, and the second when it was divided into different breeds. Among other things, this has lead to the accumulation of unwanted genes, such as genes causing disease in dogs. One such inherited disease is syringomyelia, which has proven to be more common than expected, especially in certain smaller breeds such as the Cavalier King Charles Spaniel. Syringomyelia in dogs is often a secondary condition caused by the malformation called occipital hypoplasia.