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.

The civilization has taken a step from the industry society to a service oriented culturewhere the physical differences between different products have decreased in value for the customers. The differentiation is more about senses, esthetical symbols and design. Modern economy is more and more focused on consuming and produce dreams and lifestyles. Maybe are we ready to face a new era; the society of experiences?Can the trend that is striving towards experiences really be adapted to all markets? This question started our quest to see how the real-estate market would be able to be adapted to this new economy.

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.

Problem: The Swedish wage-setting has changed since the time for the breakthrough of the industrialism until today. Before that, wages often consisted of perquisites or goods that could be exchanged against other goods. Rural people were often self-sufficient. In some cases the farmer owned the land, in other cases they where tenants. At the time for the breakthrough of industrialism the demand for similar labour were increased.

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.

This thesis is a study of the history of cultural events in Norrköping from the Agriculturemeetings in 1897until today?s sailfestival, Sail Norrköping. The purpose is to see how the events have effected Norrköping as an eventcity, but also to examine the purpose with a cultureevent. The essay also discusses modernisation?s impact on society.

This paper studies how the ?Swedish model? has influenced the Swedish community during the first half of the twentieth century and how living with this model was like in the 1960s. During the ?60s the laws and reforms created by the ruling socialistic party, SAP, dominated the Swedish society. Their goal was to build Per Albin Hansson?s vision of a welfare state.

AbstractAt a time when the discussion of feminism is hot in the media, in the schools and in the cottages so I have been interested in how feminist worlds order might look like and what are the roads there. There are plenty of barriers in the community, some of them you easily could influence.This essay problematize and define the problems behind the difficulties of reaching a feminist world order, but also the factors that are important to achieve this world order. How colonization that began several hundred years ago spread and secured the patriarchal society and its influence all the way to the society of today. But even more immediate factors, on how we ourselves are involved in shaping our society in terms of where we live, how we educate ourselves, and what jobs we choose. Status symbols in society as economics, profession and political influence are all to be reckoned with when it comes to influencing society.

The aim of this Master's thesis is to examine the contemporary educational tasks of the Swedish public library as they manifest in Swedish library journals. Our main question at issue is: Which educational discourses are there? And in relation to our main question: how do the concepts of information literacy, lifelong learning and adult education relate to each other? Is there an antagonism between the public library's duty to supply fiction as opposed to non-fiction? and: What are the consequences of these discourses in the service provided by the library?Our theoretical starting-point is the discourse theory as proposed by Ernesto Laclau and Chantal Mouffe. We analyse 39 texts from four Swedish library journals: Ikoner, bis, DIK-forum and Biblioteksbladet. The analysis is done in two phases.

The purpose of our master thesis was to investigate how a multicultural society is reflected in childrens books picture books, books for children and young people, published in 2002. We found this issue interesting since children of today experience a change in society, where people of many ethnicities, cultures and religions live together to a greater extent than before. Since children in their everyday life are exposed to these different cultures, we think they also should be exposed to them in the books they read. In order to enhance an understanding of why such books are important to children, especially immigrant children, we have in our thesis included a passage with childrens linguistic development, identification and stereotypes. Other passages concern libraries and their roles in a multicultural society.

The three post-communist states - Belarus, Moldova, and Ukraine ? have gone different ways in terms of freedom and democracy since the breakdown of the Soviet Union 1991. During these years, the state and the civil society have been fundamental actors in the struggle against, and even for, authoritarianism.A strong state with great capacity in Belarus has undermined the chances for the civil society to fulfil its task as a watchdog of the state and link between the citizens and the government.Failed authoritarianism in Moldova has led to a situation where both the state and the civil society are weak. The major problem is lack of organization and cohesion; both the state and the civil society have often been divided by ethnical differences and are therefore not strong enough to promote democracy.In Ukraine, the dominance of a strong state ended in 2004 when the Orange Revolution took place, sometimes called a ?peak of democracy? where popular mobilization and protests succeeded in it's opposition against the state.

The current trend towards globalisation and democratisation has made the theories of politics in pluralistic societies, and how to make them work, of particular interest and concern. Lijphart's theory of consociational democracy is an important influence in this field. At the same time the importance of civil society in transition studies and democratisation processes has been reinforced over the last thirty years. However, the complex political situation that plural societies face, creates obstacles for a healthy civil society. This thesis is based on a case study of Lebanon, a country with deep ethnic divisions and a government that resembles a consociational democracy.

The purpose of the study was to examine how exercise of authority social worker´s view and work with normality has changed. Together with the role of changes in society, as LSS (Act concerning Support and Service for Disabled), user influence and the principle of normalization had in this context. The material has been collected through a qualitative method with semi-structured interviews which were held with eight social workers. Three of them had not been active within the field of this study for more than ten years and five of them are currently working. The collected material was analyzed through the theoretical perspective social constructivism and the theoretical concept case management.

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.