The characteristic of services as an effort carried out in a "moment of truth" implies a risk for failures. This study sheds new light on how alternative offerings that customers are initially exposed to can affect satisfaction and loyalty in the service failure and recovery context. More specifically, two aspects of the initial offering are studied: promised general service quality and the presence of a promise about a specific product attribute. Based on a presentation of the main theoretical perspectives, hypotheses are formulated and a scenario-based experiment in a hotel setting is designed to explore these. The results indicate that a higher level of promised service quality can result in more positive evaluations of satisfaction and stronger word-of-mouth intentions than for a lower level of promised service quality.

We are two students of Horticulture management with marketing profile, now doing an extended course in Business Leadership within horticulture and agriculture. During our 2 years of studies we have used the same company once before, and this project is an expansion of a previous piece of work. We decided, in agreement with the company, to use an inquiry for our study. For this we have contacted 290 of the company's already existing customers. The primary purpose of the survey is to analyze the service offered by the company.

This essay deals with the relationship between the mendicant movement and the urbanization during the thirteenth century. The aim has been to explore the significance of the Dominicansand the Franciscans for the creation of an urban landscape. This was made through the study of the urbanization process in southern Halland focusing on the town of Halmstad where the friars were established. The importance of the mendicants was also studied through their absence in the towns of Laholm and Falkenberg. To achieve this investigation in a contextual perspective material from different areas was used such as archaeology, history and history of science and ideas.

By using the cyborg as a structural tool to analyze certain aspects of human interaction with what can be perceived as landscape or landscape architectural elements, this thesis seeks to explore the concept of the cyborg landscape in order to place human practice in the context of postmodern ideas of the end of true nature. Ever since human kind has externalized evo-lution by using tools and extending the body with technological inventions, we have also taken our surroundings out of their natural trajectory. Everything we do that is conditioned by the use of technology is altering that which we perceive as nature and natural. Since we have been doing this for millennia we have of course also altered our surroundings by the influence of technology.This thesis uses three examples of landscape or landscape architectural elements that are conditioned by the integration of technology to explore this practice through a postmodern model of analysis based on the concept and basic premises of the cyborg, or the cybernetic organism. A cybernetic organism is in short an organism that has functioning technological parts integrated into its system.

The relationship between landscape - public - art and whatoccurs and happens in between is what this paper casts light on. The essay intends to investigate whether there is any boundary between landscape architecture and art. How does this border looks like? Can art in the context of landscape architechture lead to a closer cross-border collaboration between landscapearchitects,artists and the public, to create attractive and/or functional outdoor environments. The place where the meeting can take place is outdoors where the landscape architect works, in the public environment and around the public art.

This research paper is a thesaurus construction for the interdisciplinary subject of landscape planning. The personnel doing the indexing of documents at the Swedish University of Agricultural Sciences had earlier expressed a need for such a work within the fields of Landscape Architecture and Landscape Engineering. However our objective was not to create a complete thesaurus, but instead a basic construction which the personnel at the Agricultural University could expand upon. The actual construction is based upon ISO 2788-1986, Documentation Ð Guidelines for the establishment and development of monolingual thesauri, and Aitchison, Gilchrist and BawdenÕs Thesaurus Construction (1997). The line of enquiry taken has dealt with the problems relating to the collection, selection and control of indexing terms.

This report describes the development of a RESTful web service for mobile applications. The web service makes resources from an existing system called kompetensdatabasen ("the competence database") available. Kompetensdatabasen holds information about the capabilities of consultants and about assignments carried out at the IT consultant business Nethouse AB.The web service was developed according to the principles of REST and ROA (Resource Oriented Architecture) which puts focus on making resources available. The resources are made available through the HTTP protocol and the methods associated with it. This means it was designed to use the same technologies as the world wide web.

Syftet med denna uppsats är att genom intervjuer med tre medelålders kvinnor, ta del av deras upplevelser av Adventsmarknaden och friluftsmuséets Lilla Julmarknad i Gamla Linköping. Genom intervjuer och deltagande observation vid marknaderna undersöker jag på vilket sätt informanterna besöker en marknad och hur deras syn på shopping och service styr deras besök. Uppsatsen belyser hur de shoppar när de besöker en marknad, hur de ser på service och hur detta påverkar deras upplevelse. Slutsatsen av denna studie är kortfattat att de besöker marknaden, och shoppar på tre skilda sätt. De definierar och uppskattar service på olika sätt och handlar olika typer av varor.

The aim of this Masters thesis is to examine the user service discourses in the field of public libraries that can be identified in four Swedish library journals. Also which underlying causes that control the discourses and the consequences of them are examined. Questions in this study are: which discourses can be found, what characterises them, what kind of different discourses concerning technology in society control the user service discourses and what are the consequences of them. The theoretical starting-point is Ernesto Laclaus and Chantal Mouffes discourse theory. The method is text analytic.

Det har under senare år flitigt debatterats om Public Service vara eller inte vara. Vissa hävdar att Public Service är en föråldrad kvarleva av monopoltiden som borde avvecklas och att TV-utbudet ändå skulle hålla en hög kvalitet. Andra däremot menar att Public Service idag är ?viktigare än någonsin?. Vad man än tycker om programutbudet som SVT, SR och UR har kan man inte förneka att det ligger mycket tid och arbete bakom deras produktioner.Uppsatsen behandlar ämnet Public Service i relation till det samiska programutbudet i Sveriges television.

Ship formed monuments from the Late Bronze Age on the island of O?land, southeast Sweden, have never been thoroughly dealt with in previous research, despite the fact that the region is suggested to have had a key-role in maritime trade networks. This thesis aims to address the ship formed monuments on O?land in relationship to the monuments in northern Sma?land and the island of Gotland. My goal is to discuss how the ship symbolism was practised during the Late Bronze Age in Scandinavia from a new perspective.

The aim of our study is to explore the thoughts and beliefs held by the professionals who work with the sentence youth service for young offenders, and how they feel about the same.How is the sentence youth service perceived from a professional perspective? How does the concurrence look like between the police, the social services and the prosecutor, when it comes to young offenders? What kind of difficulties/challenges do the professionals see in the possibility to effect the sentence youth service?The study is based on a qualitative method. The data consists of seven semi-structured interviews with two police officers, four social workers and one prosecutor.The results of our study indicate that youth service is a good sentence for young first-time offenders; the study also indicates that concurrence between the different professions is a success factor; furthermore the study revealed that it was very difficult finding adequate working places..

This thesis is about the bookmobile service in Sweden of today. The purpose is to examine how the staff motivate the existence of the bookmobile. Other purposes are to study the goals of the service, to describe ?daily life? of the bookmobile, examine the changes of the service during the years and discuss possible changes in the future. The study is based on interviews with thirteen staff members from six Swedish communities, of both rural and urban character.

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..

Syfte: Att undersöka SVT Barnkanalens anställdas syn på public service och hur de anser att de tillämpar denna syn i sitt arbete.Metod: Kvalitativ innehållsanalys, intervjuer samt observation.Material: Innehållsanalys av åtta dokument om public service, intervjuer med sex anställda på SVT Barnkanalen samt en observation på SVT i Malmö.Resultat: Resultatet av denna studie visar att alla de sex personer som vi varit i kontakt med har sin egen syn på begreppet public service och vad detta innebär i praktiken. Beroende på vad respondenten har för yrkesroll på SVT anges olika definitioner på vad som är det mest centrala kärnvärdet inom public service-television. Kanalcheferna tycks ha en mer övergripande syn på vad public service-uppdraget innebär för dess organisationer. Producenter, inköpare och programledare tycks dock ha en mer branschorienterad syn på uppdraget och har själva plockat ut relevanta komponenter som passar deras yrkesroll. Vi anser att ingen syn på public service-uppdraget är helt fullständig, men adderar vi alla medarbetares tolkningar anser vi att hela public service-uppdraget representeras..