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.

This master´s thesis is a comparative study of the importance of eight factors suggested in the literature to be related to the perceived utility of the service Book a librarian (Swe. Boka en bibliotekarie). Disciplinary differences were also analysed. 73 encounters between students and librarians in 11 Swedish academic libraries were studied using a survey. Six factors were significantly related (at the .05 level) to the utility of the service.

The purpose with this examination essay was to find out if participation of children in social welfare investigations had increased since the Social services had started to work with BBIC. I compared the participation of the child before BBIC, then when Social service had started to work with BBIC and I tried to see if there were increased participation in the investigations. My theoretic starting-point was the symbolic interactionism and I used the qualitative method of investigation. In my investigation I found that there is not yet any increase in participation of the child in the investigations when Social service work with BBIC. What I found was that the reason to start an investigation often was that the parents made the problem for the child and that conditions at home for the child influenced the possibility of the child to communi- cate with an adult that the child did not know.

The aim with this study is to identify and discuss discourses in public service policy documents to clarify that public service policy is political and not self-evident. The study's theoretical as well as methodological starting point is the discourse theory of Laclau and Mouffe, which ontological position is that all meaning is constructed by discourses. In the studied material, two discourses have been identified in policy concerning the content in public service media. The responsibility-discourse construct meanings of what content the policy wants to see in public service media and in the quality-discourse meanings of how the content should be is constructed. Public service policy is consistent over the period that has been studied and the study shows that there is consensus in the parliament about the regulation of the content in public service media.

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.

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.

The rise of social media has created an endless source of possibilities for companies to interact and connect with their target audiences. As it is a new channel, companies may experience uncertainty on how to use it to its fullest potential.The purpose of this study is to describe how the Public Service radio channel, P4 Kalmar, use its Facebook page and how its members perceive the communication on this platform. We have also presented recommendations on how P4 Kalmar can improve the relationship with its members. To reach our conclusions we have combined theoretical references with a quantitative content analyze, a survey and qualitative depth interviews.By analyzing our findings we came to the conclusion that P4 Kalmar have to develop a strategy for communicating on social media. But since no general communication strategy for the organization exists they have to develop one before developing one for social media.

The purpose of this study was to increase the understanding of the phenomenon that there are so many young people placed in institutions in Sweden despite the valuable knowledge regarding the problems and risks of doing so. The questions that follow in the essay were what guided the social workers to choose institutional placement for youngsters. It went on to also ask if this knowledge could contribute to an increased understanding of why there were so many young people placed in institutions despite the criticism from scientists. To accomplish the goal of the essay, former science in the subject was reported and six social workers within Social services were interviewed. The material of the interviews was analyzed with help from the theory of human service organizations, street-level bureaucrats work situation and the new institutionalism.The result of the investigation showed that the social workers choices to place young people in institutions is guided by specific work and organizational factors connected with a belief in the helping function of the surroundings.

The purpose of this essay was to investigate affecting factors concerning social workers in Social services assessments with cases of abuse. We wanted to see if social workers in Social services tend to make different assessments of the need of substance abusers care. Our survey was carried out as a vignettesurvey with complementary interviews as means to deepen the outcome results.Our survey showed that the included social workers in Social services in some senses make different assessments when it comes to choice of effort put in for the client. We shed light on different factors and circumstances, which could bear meaning for the social workers in Social services assessments. Examples of factors were the social workers in Social services age, gender, working experience and attitude towards substance abusers..

The purpose of this study was to examine how the needs of social assistance for people with substance abuse are assessed in accordance to The Swedish Social services Act 4th chapter 1§. The purpose was also to examine how substance abuse is assessed as a social problem by social workers, how the municipal guidelines concerning social assistance for substance abuser were constructed in relation to the Social service Act and finally how social workers made their assessments of the need of social assistance to people with substance abuse in relation to the legislation. The sample was made among the municipalities in the county of Stockholm. Municipal guidelines were studied in 18 municipalities by content analysis. A sample of 11 social workers was chosen from 5 municipalities.

The purpose of this thesis is to compare if a charter company's attitude and vision of service can be reconciled with the attitudes and visions that the customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by interviews, focus groups and observations. The framework is theories on the subject of customer satisfaction, quality of service at customer meetings, Self-Service technologies, quality assurance and gap in service.The study has concluded that the approach to service is relatively equal between the company and customers, but the future visions differ. Focus group participants have been thinking bigger and further into the future, while the company focuses more on specific functions.

This study, which was conducted in Sweden, was based on four qualitative semi-structured interviews. The aim of this study was to create an understanding of how a municipality designs the sanction for youth offenders called ?youth service? based on the law that establishes the existence of such a sentence. We interviewed social workers that work at the department of youth service in the municipality of Gothenburg, who exclusively deal with youth offenders? sentenced to youth service as their job assignment.

The aim of this qualitative study was to explore which inner conceptions about the abused older women the professional social workers had and how they experienced the enconter of an abused old woman in an intimate partner relation. The theoretical background is social construction by Berger and Luckmann. This theory was uset to analyze the transcribed interviews. This study is based on nine interviews with five professionals in Social services, three volunteers from the voluntary sector and one social worker who worked in a community based support group for abused older women. The result of this study shows that older women were often abused, by a relative they were dependent on, in their home.

Since companies have realised the importance of customer loyalty and since the service sector has gained higher significance in recent years, we found it interesting to study what leads to customer loyalty in service companies. The theories we have chosen to consider are customer loyalty, service quality, service guarantees, affinity marketing, loyalty programmes and customer clubs, the customer in focus and other factors that influences customer loyalty. To find out how service companies are working with cus- tomer loyalty, we have conducted a case study within three service companies. Our findings are that customer loyalty has a significant importance for the companies we studied. Quality and personnel were the factors we found had the greatest impact in service companies concerning customer loyalty.

Many children in Sweden are exposed to maltreatment. Among the purposes of the Child health care (CHC) are to decrease mortality, infirmity and handicaps among mothers and their children, and to decrease hurtful strains for parents and their children. CHC-nurses get critizism for not reporting child maltreatment in high enough numbers to the Social service. The aim of this study was to chart how CHC-nurses finds their work with families suffering from maltreatment. Ten CHC-nurses were interviewed with semistructured interviews.