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 aim with this Master's thesis is to study the debate that takes place in the local community when a public library branch is threatened by closedown through the local newspapers. Through this it is our aim to understand why the debate takes place, and why so many people gets concerned with it. By relating this debate to contemporary research of library- and information science, and the discussion in three major Swedish library journals, we have found the answers to these questions. By studying the debate, we found six subjects that where essential for this study. These were Politics and economics, Urban and rural districts, Democracy and accessibility, The service of the library, The meeting place and To replace a closed down library.

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.

Fantasy literature has a rather strong position in countries with an English-speaking population but not in Sweden. The supply of fantasy in Sweden is much smaller than that in for example United Kingdom. Does this affect the Swedish readers of this genre? If it does, how does it affect them? The aim of this thesis is to find out how a few fantasy-reading students at the Swedish School of Library and Information Science get hold of the fiction they want to read and who and/or what influence their decision of which book to read. In order to avoid confusion we are also going to try to find out how they define fantasy since it varies from person to person what is included in the genre.

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.

The purpose of this study is to investigate the proposed leasing standard's potential effects on stakeholders' financial key ratios and estimated bankruptcy risk via prediction models based on accounting ratios. This is achieved by adjusting the financial statements in accordance with the three most widely used ways of dealing with operating leases at date; capitalizing using a multiple, capitalizing through a present value method and to not adjust for them at all. Since the discounted method is said to reflect the proposed standard the closest, this version will be compared against the two other versions. The research is based on Nordic retail companies due to their high share of leases. The study shows that the unadjusted key ratios and estimated bankruptcy risks tend to be too low and would therefore deteriorate in combination with the new standard, when again the multiple method results in too weak key ratios and high estimated bankruptcy risk and would therefore tend to improve in combination with the new standard.

Nature?s Best is a quality-label for Swedish Eco-tourism. It is one of very few active ecotourism labels and the only one that claims quality as its main focus. The objective of this thesis is to evaluate the certification scheme Nature?s Best with regards to the values the certification creates for the companies that certify their products.

AbstractEssay in political Science (c-level) by Karin Forsling, Spring 2007A school for the best interest of the child? - The Swedish School System according to the UN Convention on the Rights of the Child.Supervisor: Stig MontinThe purpose of this essay is to investigate how the Swedish governments work with the im-plementation of this convention and what progress has been made. The inquiry of this study is to describe how the changing in the Swedish School System correspond to the national strat-egy for implementation of UN Convention on the Rights of the Child in Sweden and how the political protagonists.I have read some of the most relevant documents from the authorities and organisations work-ing with children?s rights in Sweden and papers and communications from the political pro-tagonists.Since UN Convention on the Rights of the Child was ratified by Sweden in 1990 the work for implementation has been quite successful but there are still lots to do. There are still some problems in School such as bullying, insulting, insecurity and lack of peaceful and harmoni-ous school environment.

Two of Swedens´s major banks, SEB and Handelsbanken, which appears in the same industry and have similar strategy. Both banks can achieve a similar result despite the fact that their reward system looks quite different. An issue that arises from this observation is the relative reward system to the rest of the economy control system.Our purpose of this paper is therefore to examine the reward system in the organization's financial management systems. We wonder if the reward system may be a function of economic control system, or part of the system, or perhaps made independent of the system and then gradually adapted?In our study, we choose to assume a reward system has three functions to manage, motivate and compose the employee group.

En upplevelse består av flera faser som innebär att den startar redan när turisten upptäcker att den har en önskan som den söker att uppfylla genom en upplevelse. Sker denna sökning på destinationen som turisten befinner sig på blir turistbyrån en möjlig förmedlare av upplevelsen. Uppsatsens syfte är att undersöka vilken syn turistbyråer har på sin roll gentemot turisten i deras upplevelser på destinationen och om de aktivt verkar för att skapa en god totalupplevelse för turisten. Avgränsningsområdet för uppsatsen har varit turistbyråer inom regionen Swedish Lapland och för att besvara syftet har jag gjort en kvalitativ studie där tre turistbyråer inom den regionen intervjuats. Studien visar att alla tre turistbyråerna ser sig ha en informerande roll gentemot turisten där det ingår att förmedla upplevelser som passar kunden och därmed medverka till att kundens totalupplevelse på destinationen ses som god.

The frequency of innovative procurement is currently very low in Sweden. Innovative procurement is to procure unknown solutions to a defined problem or need for which it sometimes has not yet been established on the market.  Current Swedish procurement legislation does not prevent innovation procurement, however, it limits official authorities to actively work with innovative companies to develop new solutions. Furthermore, some conflicts arise between the Swedish procurement legislation and the basic principles concerning public procurement developed under EU law, which must be considered in all procurements. Additionally, there is not a specific procurement procedure designed for innovative solutions in the current legislation.On the 15th of January 2014 three new directives on procurement rules were adopted with the general objective to simplify the procurement process and to make the whole system more flexible. A new procurement procedure has also arisen called innovation partnership.

Purpose Based on the new comprehensive income due to changes in IAS 1, the authors aim to describe how a listed corporate accounting is affected by IAS 1 and the new income statement.Methodology This study uses an inductive approach with a combination of qualitative and quantitative data, using financial rapports from the investment company Latour. This case study is based on Latour?s all published financial statements under the period 2008 to 2012.Result The study resulted in different observations of Latour's operational and financial performance, share price trends as well as ratios. The study's authors can see that Latour's net income and comprehensive income differ due to changes in IAS 1. They can also observe the effect of clean surplus in Latour?s income statement.

In non-profit organizations, surplus of the organization goes back to the organization's members. We have noted that Hyresgästföreningen initiated a change in 2005 when the organization merged its local membership registries to a national registry. There are few studies explaining how non-profit organizations are using management in an organizational change. What happens with the business management at an organizational change that is similar to the change in Hyresgästföreningen? The aim of this thesis is to explore how the governance of a nonprofit organization is changing at an organizational change.

The veterans in Sweden is a group that is steadily growing, one of the reasons is the new employment agreement that requires the soldiers and officers to commit to Foreign Service. The Swedish Armed Forces have received critique from the government in their investigations concerning the Swedish veteran politics. Since then the Swedish government has introduced a new law that gives the Swedish Armed Forces an utmost responsibility concerning the veteran?s physical and mental health. The purpose of this study is to qualitatively investigate ?The Peace berets?, a non-government organization which have had, and is still having a cooperation with the Swedish Armed Forces as a result of the investigation conducted by the Swedish government.