Service branding is a subject that has been excluded from the traditional branding theory. Our main purpose with this paper is to distinguish what characterizes service branding. To do this, we have looked in to both service marketing theory as well as branding theory. We have also looked at the existing theory concerning service branding. Six qualitative interviews have been performed to explain what characterizes service branding.

The aim of this study is to through six interviews, with six experienced, social workers?, in three cities, understand how the child?s position in the Swedish child protective services? enquiries has change, and the factors behind it. The aim is also to compare if the social workers? view of the child?s position in the enquire has change accordingly to Socialstyrelsens intentions of BBIC. The theoretical approaches that was used is the new institutionalism, the Shier?s pathways to participation and the term discretion.

Social workers ideas about what domestic violence is influence their ability to recognize vio-lence in cases where this occurs. Social workers awareness and understanding of domestic violence can also influence the handling of these cases. Education on the subject domestic violence can increase social workers knowledge about, awareness and handling of violence. The present study aims to investigate how social workers in child protection investigations understand, recognize and interpret domestic violence and which interventions the social workers suggest. This is a qualitative vignette study in which semi-structured interviews was carried out with social workers working with child protection investigations.

As self-service technologies become more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences between automated and interpersonal service encounters in the initial part of a service provision are examined in terms of customers? evaluation of the service encounter itself, overall satisfaction, as well as the service encounter?s impact on global evaluations and evaluations of other non-dependant service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the service.

Our purpose was to examine how social workers, within the child- and youth psychiatry, works with aggressive children and which theoretical perspectives they use. The questions we wanted to examine were how they worked with these children, how they motivated their work and which theoretical perspectives they used. The method that was used was a qualitative interview, where six social workers were interviewed. The result showed that their work foremost was based on conversation methods and all social workers emphasized the importance of a near cooperation with the parents since they considered that parents had the strongest influence on the children. Some social workers focused foremost on altering children's aggressive behavior while others focused on understanding the meaning of the behavior.

Our study is focused on how the public sector can collaborate with the private sector on a certain issue. The public sector wanted to create a project to increase bicycling in the municipality of Kalmar. Our problem was to develop a sustainable way to collaborate between the two parties. We managed to present a suggestion on how the public sector with communication could improve their Public Relations with the private sector and therefore letting the parties benefit from their differences, thus making it possible to release synergy.Using semi-structured interviews and a workshop, we could clarify the values and attitudes of the parties to bring forth the core values to develop a shared vision. Where the identified differences were found, we used a dialog strategy based on intercultural conflict management as a communication tool.

The purpose of this study was to examine how some social workers in Sweden describe the social work with unaccompanied children. Emphasis was on the role of culture in social work with the unaccompanied children. I wanted to examine how the social workers describe their view on social work with unaccompanied. I also wanted to examine how the social workers describe their view at their own and the unaccompanied children?s cultural backgrounds influence on the social work with the unaccompanied.

The aim of this study was to examine what knowledge social workers express about home visits in child welfare investigations and how they know what to do. Sixteen social workers who work with social investigations concerning children were asked to discuss the topic home visit in three focus group interviews in three different municipalities in southern Sweden. The social workers in our focus group interviews mainly discussed the purpose of the home visit, what social workers do during home visits and furthermore their opinions about guidelines and policy documents regarding the home visit.  To get an understanding of what type of knowledge is the basis for social workers use of the home visit, we used Polanyi's concept of 'tacit knowing' as well as the Aristotelian theory of knowledge containing three forms of knowledge, that is, episteme, techne and fronesis. We found that the displaying of ?tacit knowing? was a consistent feature in all groups, as they had difficulty expressing their knowledge use.

This study is about conception in the evaluation of financial assistance within the social services. The aim of this study is to describe and understand how social workers reason about variation, conception and local norms and its significance in the evaluation process. To reach this purpose we have conducted semi-structured interviews with eight social workers in which different themes were discussed and reasoned about. In order to understand and analyze our results we have studied/used the knowledge about tacit knowledge and street-level bureaucracy. Our results showed, as previous research states, that social workers do have conceptions about clients.

The purpose of this essay was to look at how the Swedish Prison and Probation Service and the Social Service work with children who have parents in prison and what they can do to ease the contact between the children and their parents. In our study we have used different questions regarding parent role, gender, child perspective, contact possibilities and collaboration. We have interviewed six prison officers and five social workers in Skåne. We have also used previously written reports. Our conclusions are that the parent role is affected by imprisonment and more amongst the women than the men.

The purpose of this essay was to examine whether there were any differences in social workers way of investigating boys and girls, age 13-15. The main questions we wanted to answer were; which were the factors that the social workers focused on? Did the investigations lead to a measure and if so, which one? How were risk and protection factors described and ana-lysed?To answer our questions we read and analyzed 22 reports, written by social workers 2004 at the department for teenagers and families at a social welfare service in Sweden. We came to the conclusion that there were some differences, but these were few and not extensive. Recreational activities was mentioned in a higher degree in the boys reports while health, housing conditions and network were mentioned more often in the girl´s reports.

The aim of this study is to through six interviews, with six experienced, social workers?, in three cities, understand how the child?s position in the Swedish child protective services? enquiries has change, and the factors behind it. The aim is also to compare if the social workers? view of the child?s position in the enquire has change accordingly to Socialstyrelsens intentions of BBIC. The theoretical approaches that was used is the new institutionalism, the Shier?s pathways to participation and the term discretion.

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.

This study aims to examine how social workers, in the Swedish social services, perceive and interpret LVU § 3 from a gender perspective. In total eight social workers participated in the study, attending interviews based on a vignette. From a gender perspective we wanted to found out how the social workers define "other socially destructive behaviour" and understand their thoughts about this subject. Moreover, we aimed to see if social workers perceive any differences between boys and girls behaviour. Based on several theories, two gender theories and concepts we have analysed our result from the interviews.

The aim of this study was to explore and gain understanding of the situation between managers in different forms of human service organizations. I chose to use a qualitative method and conducted semi-structured interviews with five professional middle managers in the public sector. To accomplish my purpose, I worked on the basis of several questions. The questions dealt with the role of middle management and what it involves, how it is perceived and what the middle managers think of the specific requirements for them and their leadership in organizations that provide services relating to people.  As a result of the analysis I have used the theory of social roles that describes the meaning of the different roles and role conflicts that arise in connection with various and conflicting expectations. The review of the results shows that middle managers in human service organizations experience to have to deal with a complex leadership role.