Denna studie har undersökt den praktiska användbarheten av befintliga teoretiska ramverk inom service recovery-området som utgångspunkt för att utvärdera och utveckla recovery-arbetet i tjänsteföretag. En datainsamling på ett större svenskt tjänsteföretag har genomförts med ett fokus baserat på befintliga teorier om service recovery. Det insamlade materialet har sedan bearbetats av nyckelpersoner på företaget och funnits leda till en inte oansenlig mängd insikter och åtgärdsförslag relaterat till organisationens recovery-verksamhet. Detta leder till slutsatsen att de teoretiska ramverk som beskriver service recovery-processen framgångsrikt kan användas för att styra utvärdering och utveckling av en organisations recovery-verksamhet. Information som insamlats med befintliga teorier som lins har visats vara relevant för en organisations insikter om det egna recovery-arbetet samt bidragit till utveckling av recovery-verksamheten..

The purpose of this Master Thesis is to investigate the quality of the library service at the City Library of Uddevalla. In particular this thesis will examine the quality of the library service to people who are disabled. This applies particularly to the service to people with reduced ability to move or to see, which also includes people with infirmities due to old age. We also have investigated how well the library itself is adapted to the disabled. In order to get more information about the library service to people who are disabled, we have studied literature on this subject and the Master Thesis contains a summary of those documents.

The object of this essay was to illustrate and analyse what determines that a contract treatment investigation for a drug addict is initiated and what factors influence the investigation itself, from the probation service officer's perspective.We selected the following two questions:- What does the probation service officer see as being the deciding factor for a contract treatment investigation to be initiated?- What questions appear in a contract treatment investigation and how do they influence the investigation, according to the probation service officer?To find answers to these questions we conducted interviews with 11 probation service officers, during November and December 2005, at three different locations across Skåne. We decided to use the qualitative method for collecting the data we needed.In our essay we came to the conclusion that the will and motivation of the client is a deciding factor whether or not a contract treatment investigation is to be initiated. An important collaborator in this process is the social services. According to the probation service officers, many of the problems that may appear in the co-operation are due to the tough economic constraints experienced by the social services.

The aim of the study was to investigate the importance of the interaction between the physiotherapist and the patient. Semistructured interviews were carried out with three patients and one physiotherapist. A qualitative design with content analysis was used. The data analysis led to classification of four categories. These were communication, confidence, expectations and participation.

En av de svåraste utmaningarna som ett företag står inför är jämvikten mellan användbarhet och säkerhet, så att ingen av dessa väger över och på så vis påverkar organisationen negativt. Utifrån intervjuer med anställda har användbarheten undersökts, även samtal med ansvariga inom IT-säkerhet har givit förståelse för företagets arbete inom området. I det undersökta företaget kan man se att stor tyngd läggs på säkerheten, vilket kan påverkar användbarheten för användarna. Eftersom det i nuläget saknas en utredning och ett riktigt beslutsunderlag av vilka användare som skall ha vilka behörigheter på sina datorer, ges i slutet av arbetet rekommendationer till företaget gällande användartypernas fördelning utifrån säkerhetsperspektiv och ur användarnas egen användbarhetsuppfattning..

The dialysis ward at Karolinska University Hospital is a highly pressurized work environment filled with critical treatment situations where patient?s lives can be constantly in danger. Staff have to deal with a myriad of alarms and error codes in response to their patients varying ailments. The workforce at the dialysis ward lack controlled environment training, sufficient to address all of the potential treatment scenarios, with no risk of jeopardizing the patient?s condition.The purpose of this essay is to design and test the efficacy of using an IT based device for dialysis education at Karolinska University Hospital.The main topics this essay intends to address are:? Identification of user scenarios and training fields.? Prioritization of key training areas.? Utilization of IT in effective staff training.? Design of a conceptual prototype.The process focuses on the user and their needs.

The aim of the thesis was to better understand how second language learners becomes lingual participants in a Swedish preschool. Using the following research questions: In what situations are SLLs lingual participants at the preschool? What does their emerging language look like? Are the participation any different considering children's time in the new L2 context? What kind of support does SLLs receive at the preschool?Two focal children at the same preschool was studied with ethnography of communication as method. The focal children chosen were one girl (Mandarin L1, 4.0 yrs) who arrived to Sweden and started the preschool two months ago at the time of the study, the other a boy (Serbian L1, 3.9 yrs) who started preschool and learning the L2 one year and two months before the study. Situations where the focal children interacted with other children or adults were analyzed. Results showed that the focal children in interaction with each other understands some of the others intentions before being able to speak about them in the L2.

The purpose of this master thesis is to study the correlation and meaning of current ideas and practice at the public library of Gothenburg. This was done by comparing the visions and ideas expressed by the library through the library plan, with how the daily practice looks. For the theoretical framework organizational theory is used and research data was collected both from public documents and through observations. The public library of Gothenburg were chosen for the study because of it's newly renovated facilities. The idea is that these facilities make a suitable study object of the current ideas and priorities of the public Swedish library in general.The results show that the public library practice in Sweden still rests on the original public library ideas such as offering information for free and treating every user as equal.

The aim of this study is to examine how teachers enable students with intellectual disabilities to participate in their own learning journey. The study is based on qualitative methods and data collection has been done through five individual interviews in another European country. The interviews are analysed with a qualitative method inspired by Bryman (2011). The studies theoretical frame is founded on thoughts of Dewey (1997; 2002; 2004). The results of this study shows, among other things, that good relationship between adults in school and students are an important base for participation. To build a good relationship to the students, the teacher has to have good knowledge of each individual student and its disability.

The annual cost of home care services of transport in Falun/Borlänge, is now at 31 million kronor. It is clear from previous research that it is possible to reduce these costs through a restructuring of the existing home-help service. The restructuring aims to have a higher proportion of older people, who are in need of care, to live in special accommodation, in order to reduce transport costs. Therefore there is a need for systems that allow home-help service to plan their operations in such a way that transport is working as efficiently as possible. Through better planning, there are profits to be done.

Human Computer Interaction (HCI) is a broad discipline that studies different concerns regarding interactive systems? development. One of the major interest points within the discipline is the reasoning behind building specific functionality into computers and the long-term effects that usage of systems will have on humans.Within Human Computer Interaction there are theories and frameworks how to involve a user in the process of developing new systems. In this paper focus is applied to the development process within developing applications for Enterprice Digital Assistants (EDA) and to what extent the end-users are involved in the process. Fazer Bageri AB has been choosen to represent a business corporation that uses handheld computers in their everyday tasks.The method used to gather information for this study has been by performing interviews and observations with key stakeholders at Fazer Bageri AB and MobiOne AB.

The purpose of this essay is to examine progression in user education atprimary and secondary school levels, specifically the role played byschool libraries, librarians and strategy documents in securingeducational progression. Progression is examined in the user educationprovided by the five schools, part of the same municipal schoolmanagement area which share the same strategy plan. The area, NorraFäladen, was awarded School Library of the Year in 2011 for its work,making it particularly interesting for this essay's purpose. The studycombines interviews with the area's three school librarians, who dividetheir time between the five schools, with an analysis of the strategydocuments that regulate user education within Norra Fäladen. Theanalytical framework is based on: AASL's model of progression in usereducation (Standards for the 21st-century learner); Ekström's model forsuccessful and active strategy documents; Kuhlthau's theory of thelibrarian's role in the information search process; and Limberg'staxonomy of the role of the school library.The study shows how a number of concurrent factors and prerequisitesinfluence how goals for progression in user education are met.

This master project in landscape architecture is named Interactivation Design - places for social imagination and conversation in Lindängelund. There are two main purposes of this thesis the first being to bring forth a study of interactivity implemented in the subject of landscape architecture. The second purpose of this thesis is to present a proposal to design a confluent landscape weaving together the upcoming botanical garden of Lindängelund and the residential area of Almvik, both situated in southern Malmö, Sweden, and also weaves people and their experiences together. This project may be described as investigative and experimentative reaserch by design.The first part of this project, Interactivation, is consisting of a theoretical report which discusses different ways of approaching when, how and why we interact in public space. Literature studies in for example space, placemaking, social life, people, participation and Japanese emptiness concepts has been undertaken to gain knowledge in the aim to create interactive landscape design.The second part, Context and Design Proposal, introduces the project context area of Southern Fosie in Malmö which consists of different kinds of residential areas, people of different nationalities and a large building site for a botanical garden and recreational area.

ABSTRACT Title: The new Public ServiceAuthors: Hanna Haeggström, Sara Marklund, Madeleine OlssonLevel: Bachelor thesis in Media and Communications Studies Supervisor: Olof HulténLocation: School of Communication and Design, University of Kalmar, spring 2008Language: SwedishNumber of pages: 55There is an ongoing change of the media industry where new types of media emerge as a result of technological advancements. The audience and their use of the media have changed where available range has expanded while the size of the audience has remained the same. For media companies this implies a fight for the audience, where the right approach is vital for keeping as well as attracting new customers. Public service is an issue under current debate and its future role in the media industry has been brought into question. This survey investigates the roll of public service in Scandinavia in a new and changing media industry and how they should act to be important for their audience.

To have a tool that guides you when you work with a complex system can be helpful since the complexity of the work can be reduced. In this thesis I explore the possibilities to use a helper application whilst planning installations of access control systems. The purpose of the application is to provide support during the planning and at the same time make the user aware of the limitations that exist in the access control system ARX Access. By combining early user input and the theory of formativity, the result became an application written in Java..