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.

Det finns mycket skrivet om upplevelsens funktion i teorier kring upplevelseekonomin, men upplevelsen som begrepp inom event marketing inte är lika utförligt behandlat. Upplevelsen är ett centralt begrepp som används flitigt i litteratur rörande event marketing utan att man egentligen går in på dess funktion. Diskussionen stannar istället vid konstaterandet att upplevelsens funktion är att förstärka budskapet och utreds inte mer noggrant än så. Syftet med uppsatsen är att öka förståelsen för upplevelsen vid event marketing, och analysera huruvida upplevelseekonomins teorier om upplevelsen är applicerbara inom event marketing. Vi har i denna uppsats använt av oss av en kvalitativ studie för att skapa en ökad förståelse för upplevelsen vid event marketing.

Every year, approximately 17 500 drunk drivers are sued in Sweden. Of these, only 10 percent are women. The women are therefore considered a minority. In this study, I have taken interest in how the female drunk driver is constructed implemented by the probation service. By using critical discourse analysis I have found that the woman in these investigations is contributed the role of a deviant in two senses.

The increased specialisation and complexity in products and services has created the need for Swedish companies to focus more on their core businesses. This has resulted in them opting to buy services and products that lie outside of their core business from consultancy businesses or other types of suppliers. When companies describe their offers in internal and external marketing it is done often in terms of company or service attributes that are not based on customer value or offered value for the customer. The reason for this is that companies have not adapted their services to the different needs of their customers. As a result of this, they run the risk of offering the same services as their competitors and communicate values that the customers either do not understand or experience as value adding. By using the theory on the data collection from the case company we have an understanding and shown how the customer values can be developed from a service company?s internal and external prerequisites and competitive advantages.

A reform of higher education in Sweden in 1993 led to stiffer competitive climate among educational institutions. The reform meant that educational institutions now had the opportunity to plan their curriculum autonomously. Prior to the reform educational planning was restricted to the Swedish government. The new rules spelled a greater opportunity for educational institutions to profile themselves based on their educational offerings. The higher degree of competition means that marketing becomes increasingly important when recruiting new students.

This thesis is a critical discourse analysis of the vision of Malmös contemporary urban development. By analysing official documents produced by Malmö municipality our aim is to make discursive and sociolcultural practices in the constitution and construction of the city visible and problematicize them. To do so we use critical discourse analysis and theories on Urban Studies. Malmö is a city historically labeld as a ?labour- city?, with heavy industry as its main labourmarket.

The aim of this Masters thesis is to examine the librarian discourses that can be identified in the job advertisements of today, to examine how the discourses differ and also how these discourses might influence the librarian profession and its status. The method of investigation is a qualitative analysis of printed sources, using Ernesto Laclaus and Chantal Mouffes discourse theory as well as the theory of professions as a theoretical base. The thesis shows that two discourses can be identified in job advertisements for 2004, one public librarian discourse and one scientific librarian discourse. The major difference between the two discourses are work tasks where the public librarian discourse very often contains areas of responsibility and development work, whereas the scientific librarian discourse often contains administrative work tasks. Other differences include a great demand for driving licences and an interest in children and youth in the public librarian discourse, something which is not asked for at all in the scientific librarian discourse where there is a great demand for knowledge of languages instead.

This study puts emphasis on an international discourse describing how cities frequently compete against each other, and also describing factors that cities should enhance to make themselves more competitive. The discourse in this study has therefore been used to seek understanding how three different municipalities Borlänge, Karlstad and Malmö strive for growth by applying central factors from the discourse on the municipalities strategic documents. What the study shows is that the central factors from the discourse strongly imprints the strategic documents, but the presence of the factors varies between the municipalities and also to what meaning that lies behind the strategic goals..

The aim of this Masters thesis is to identify discourses within the school library field and to analyse which professional identities the discourses result in for school librarians. The empirical data consist of 71 articles from Swedish journals concerning school libraries and school librarians, between the years 2000-2003. The theory and method used is a discourse analysis which is inspired by Ernesto Laclau and Chantal Mouffe. This form of discourse analysis was chosen since it was useful when identity was the focus of study. The analysis is accomplished in three steps.

The aim of this essay is to analyze the discursive production of Food, within the Slow food movement, by its members. Through a discourse analysis inspired, theoretically and methodically, by Michel Foucault, this essay examines how the idea of food ? that is ?what should be eaten? ? in opposite to what can be eaten, is constructed within by Slow Food members in the Gothenburg area. The essay analysis how Slow Food?s food discourse is structured and what results this formation has on food within this discourse.

This study aims at using discourse analysis to analyze SFI students attitudes to religion and religiosity in an SFI-context. The questions are: How is the discourse constructed and maintained by religion and religiosity of SFI students in an SFI context? How do SFI participants experience that their religion has affected their time at SFI?Using a case study approach, interviews were conducted with a group of SFI students. The results show that the religious discourse in SFI is influenced by the SFI-context and affected based on the current education discourse that exists there. Furthermore, the discourse is designed and maintained by the participants private religious beliefs and the religion of the majority of the group, One canhere speak of a strong social unit forming a plausibility structure The power structure that emerges is that the majority has the power to define the significance of religion and place within the SFI context. In the SFI-context the participants view is that religion is something private that should not be expressed in the school environment.

In this paper, we examine the attitudes of 16- to 19-year olds towards stealth viral marketing in the form of videos posted on websites such as Youtube. Apart from their general attitudes towards the phenomenon, we were also concerned with their views on the ethics involved in this marketing method and how this affects their view on the companies behind the advertising. To accomplish this, we administered a survey to a sample chosen by convenience. Using the Persuasion Knowledge Model and prior research on the subject, we then analyzed the gathered data and reached the conclusion that the respondents in our sample were mainly positive towards stealth viral marketing in this particular form, that they generally did not consider it unethical and that even though most considered the companies to be responsible for such videos, teenagers were not likely to take negative actions against them if they found out that a video that they had seen was in fact a stealth viral video..

In this thesis the construction of identity within the EU is discussed. A thesis problem in three dimensions is used to explain the purpose of the construction, its realization and the consequences of such identity. These aspects show the complexity of the problems related to identity construction on a structural level.By using a post-modern and a social constructivist theoretical approach identity is presented as socially constructed by discourse. The theory of discourse makes it possible to analyze the development of an identity forming discourse within the EU and its status today.With an approach inspired by critical theory, we use discourse analysis as a methodological tool to illustrate the ideas that govern discourse, and in what way it is related to the social reality.The analysis states that the purpose of identity constructing is the striving for legitimacy. Without identification, the legitimacy is threatened.

Background: The increasing number of actors on the market has led to a more intense competition among superstores. With this, marketing has gotten an even more essential meaning. The marketing activities superstores perform are adapted to the context in which the store is located. Purpose: The purpose of this thesis is to, from different theoretical dimensions, compare superstores? application of marketing strategies in Tokyo with the marketing strategies used by superstores in Stockholm.

The aim of this study is to find out how the tv-program I Zlatans fotspår (English: In Zlatan's footprints) broadcasted on Swedish public service television represent the participating young players and the Swedish football player Zlatan Ibrahimovi?. Our question formulation reads as follows:?        How is the participating youths being represented in the tv-program I Zlatans fotspår??        How is the football player Zlatan Ibrahimovi? being represented in the tv-program I Zlatans fotspår? Our thesis is qualitative and in order to find out how the participants are being represented we used a discourse analysis. We have focused on the theories discourse, identity, representation, stereotypes, discrimination and the perspective social constructionism.