Uppsatsen handlar om hur företag hanterar missnöjda kunder, vilket i teorin benämns service recovery. Uppsatsen behandlar ett företag som sedan mindre än ett år tillbaka är en sammanslagning av fyra olika varumärken. Syftet med uppsatsen är att kartlägga hur fallföretaget hanterar missnöjda kunder samt att undersöka möjligheter till förbättringar. Uppsatsen bygger på teorier om service recovery skrivna av Grönroos, Bowen, Hart, Spreng och Best. Avsikten med uppsatsen är att skriva en plan för hur företaget kan förbättra sitt hanterande av missnöjda kunder.

Titel: Något alla vill ha? ? En kvalitativ analys av berättandet om begreppet public service Författare: Kaj Sveningson Kurs: MK1500, Examensarbete i medie-­? och kommunikationsvetenskap vid institutionen för journalistik, medier och kommunikation vid Göteborgs universitet. Termin: Höstterminen 2012 Handledare: Marie Grusell Sidantal: 52 Syfte: Att analysera hur man i ett antal artiklar i svenska tidningar berättar om och beskriver begreppet ?public service?. Metod: Kvalitativa textanalyser Material: Tio (10) artiklar hämtade ur Borås Tidning, Dagens Industri, Dagens Nyheter, Dala-­?Demokraten, Göteborgs-­?Posten, Metro, Resumé samt Svenska Dagbladet.

Customer service has traditionally consisted of telephone, mail, and later on chat.But the entry of social media has changed the way companies exercise customerservice. Companies should ask themselves whether the same type of traditionalcommunication may or may not function in a new channel and thus whether itcan be applied to social media.The purpose of this study is to describe the companies? use of customer servicein social media and how the communication differentiates from thecommunication in traditional customer service, and also to define the effect onthe customers? relationship to the company. To reach our conclusions we havecombined theoretical references with qualitative interviews.By our analysis, we found that the communication in social media expandsthe possibilities. By entering an unfamiliar channel, customer service has hadto adapt themselves and their language.

Questions concerning the Cultural Heritage must be integrated in social planning.Therefore there is a need for adequate methods for cultural environmental analysis, toreceive knowledge that is relevant in an integrated conservation. The thesis is a review ofmethods for cultural environmental analysis and discusses the qualifications necessary fora method in order to receive adequate information as well as it discusses what kind ofinformation to be considered relevant. The thesis also analyzes a specific method forcultural environmental analysis in order to exam if it has got the qualifications concludedas necessary if it is to be used in an integrated conservation. The conclusion is that amethod for cultural environmental analysis should collect information about the entireenvironment (integrated information about nature and culture, in a historical perspectiveand how it is today), about social structures, physical remains (buildings etc) and what thecollected information tell about the history of the studied area, as well as what is importantin the landscape of today. Information about how the environment should be treated in thefuture is also of importance.

Titel Livsstilsboenden - Processen kring att kombinera livsstil, service och boende Författare Elisa De Toro, Helene Tigerström & Liv Åström Handledare Cecilia Fredriksson & Örjan Hallgren Problem Det finns en stor mängd forskning inom områdena service, boende och livsstil. Dock ser vi att det saknas forskning kring hur dessa kan kombineras och hur processen kring detta ser ut. Syfte Syftet med denna rapport är att få en fördjupad förståelse kring utvecklingsprocessen för ett projektutvecklingsbolag inom boende, vilket vill skapa förutsättningar för att använda service som en del i ett boendekoncept kring en viss livsstil. Metod Vi har tillämpat en deduktiv samt kvalitativ metod för insamlandet av vår empiri. Vi har använt oss av ett fallstudieobjekt, livsstilsboendet Victoria Park, där vi har gjort åtta intervjuer.

During the last 100-200 years people have change their way of living and the condition and need for survival is no longer depending on the agricultural work. The forestry has replaced the farming and a lot of the natural pastural have been lost. Wessmantorp in the north part of Skåne is an old place for forestry and farming where people have been living for several hundred years. Studies of selected parts of the everyday landscape, that earlier have been settlement with small crofter?s holding, show that the changes in the landscape mostly depends on the human factor and that a lot of the cultivable soil have been replaced with spruce. Some of the areas, which the earlier dwellings were placed, still contain some remains of old house foundations and stone fences and can regard as being of an historical value. The studies provide the reader with a short background, the place as it is today and the changes of the land use in Wessmantorp.

"Landscapes for Spontaneous Sport" The main aim with this degree thesis is to show how planning and design of urban space can promote spontaneous sport. Public health and urban life would benefit from re-introducing the sport and physical activity in the townscape. The study can be seen as an "inspiration book" that focuses on the connection between sports and landscape architecture. The starting-point for the discussion is the fact that the spontaneous sport is on the decline and the main general question is how this negative trend could be broken. In particular the study asks how landscape architecture could promote and increase spontaneous sport. Good examples of places for spontaneous sports of different kinds are given, both from Sweden and from other countries, which have inspired a case study where I propose a redesign of a centrally located, but hardly used park in Skäggetorp, a suburb of the town of Linköping. .

The aim of this study is to examine the religious landscape of Brazil, and based on the theory of secularization by Pippa Norris and Ronald Inglehart to explain why Brazilians are religious and not secular. The study is a secondary analysis that uses existing statistics to examine different units of analysis of Brazil?s religious landscape, economics and equality, etc. Based on their theory I find that Brazil is still religious due to the lack of security in the country. Brazil is insecure in terms of measures of socioeconomic equality, stable politics without corruption, and physical safety of the citizens in Brazil.

This essay is focused on Öland during the Iron Age, with focus specifically on the Roman Iron Age and the Migration period. The study takes its starting point in the large number of fortifications that was active across Öland at the time. The essays main area of investigation will be the central and southern parts of Öland as the fortifications, together with other parts of the Iron Age society around them such as graves and settlement, will be presented. The landscape in which the fortifications and their surroundings are placed will also be described. With the Migration Period being a keyword for almost all the fortifications on Öland, the subject will also be to describe if any sort of change can be seen in the settlement patterns during this unstable and troubled time.

Sweden is going through big changes within the bank sector. Increasing card usage, decrease of cash acceptance in the society, an attempt to reduce money laundering, and a possible increase in profitability has lead to the rescindment of cash management among three of the four major banks. This has lead to a big debate in the society, a lot of frustration from customers, and a drop in customer satisfaction for every bank that started the process of removing cash management. The purpose of this study is to find out how the banks could keep their customer satisfaction when removing cash management. When doing the study, the rescindment of cash was a deduction of a part of the service, compared to the normal adding or starting of a service. The study was done through a focus group that was the base of a questionnaire that got answered by 125 respondents.

The aim of this master?s thesis is to examine the virtual reference service Ask the Library [Bibblan svarar] from a postmodern perspective. Ask the Library is a Swedish online reference service that is run by the country?s public libraries. The postmodern theories of Jean-François Lyotard are used to study how information is managed and transmitted within the service.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

For some time, there has been a general thought that churches built in the Early Middle Ages in Scandinavia, around the 12th century, directly replaced cult buildings or cult sites from the Late Iron Age. There are archaeologists who have criticized this and were instead skeptical that churches at all were built on places where a pre-Christian cult building existed. Several examples from Scandinavia contradict this and show a continuity of place and cult from the Late Iron Age to the Early Middle Ages. The aim of this thesis is through a spatial analysis, study Late Iron Age archaeological sites in the landscape around thirteen churches located around lake T?kern in the western part of ?sterg?tland, to see if there is a place and cult continuity from the Late Iron Age to the Early Middle Ages at the selected locations.

The travel agencies exist on a market that is distinguished by increasing competition. A majority of the travel agencies offer different services that all satisfie the same customer need. However,one major difference in the market aspect is the service quality, this making it an important mean of competition. There are several acknowledged methods of measurement when it comes to service quality and it is important to use an instrument that takes into consideration the fact that charter tours is a complex merger of several services. The purpose of this essay is to establish if the SERVQUAL method is a suitable instrument for measuring service quality in the travelindustry.

The original promise behind the Internet Protocol was to deliver data from a sender to the receiver using a best-effort approach. This means that the protocol makes no guarantees except that it will try to deliver the data to the destination. If some problem occurs the packet may be discarded by the network without any notice. No guarantees are made regarding the time it takes to deliver the data, the rate at which data will be delivered or if data is delivered in the same order it was sent. The best-effort approach is arguably the reason behind the success of the Internet Protocol and is what makes IP scalable to networks the size of the Internet.