The web has evolved much through the years. From being a place where author and reader were clearly distinguished, it now invites everyone to take part in the development of both content and technology. Social services are central in what is called Web 2.0. Wikis, blogs and folksonomies are all examples of how the users and their communities are key to the development of services. Collaborative writing, tags and API:s are central.

The characteristic of services as an effort carried out in a "moment of truth" implies a risk for failures. This study sheds new light on how alternative offerings that customers are initially exposed to can affect satisfaction and loyalty in the service failure and recovery context. More specifically, two aspects of the initial offering are studied: promised general service quality and the presence of a promise about a specific product attribute. Based on a presentation of the main theoretical perspectives, hypotheses are formulated and a scenario-based experiment in a hotel setting is designed to explore these. The results indicate that a higher level of promised service quality can result in more positive evaluations of satisfaction and stronger word-of-mouth intentions than for a lower level of promised service quality.

The overall aim of this thesis is to examine how Easy-to-Read information, used by governmental agencies, facilitates and limits the field of possibilities for the intended recipient, based on the information.This, in anera of e-government.The theoretical framework is based on two Foucauldian concepts governmentality and discourse analysis. Representatives from five Swedish governmental agencies have been interviewed and the results have been analyzed based on the following questions: (1) How do the representatives construct the category Easy-to-Read? (2) How do these representatives construct the recipients of Easy-to-Read? In order to broaden the understanding of Easy-to-Read, an important national level policy document, containing a summary of strategies and goals for e-government has also been analyzed based on the following questions: (3) How is the e-government constructed in the text? (4) How is the citizen constructed and positioned in the text? The collected material is analyzed using a discourse analysis inspired by Foucault.With the results from the interviews and the analyzis of the policy document, Easy-to-Read information has been discussed and examined as a technology to meet the needs of people with reading difficulties, putin an era of e-government.The findings of the study include the following: (1) The e-government is constructed as a service agency and the citizens are positioned as clients. Furthermore, the citizens are expected to participate digitally and be digitally competent. (2)Some of the representatives does not know, with certainty, to whom the texts are directed or if they are used.

This report describes the initial work intended for updating the car sharing service Roadmate. Roadmate is one of the services received by the car rental company Hertz First Rent a Car. The goal was to present the client with design- and structure proposals for a car sharing service that includes high usability and at the same time remains aesthetically pleasing.The work is based on an initial study with data collection, mapping the target user group and its needs. Subsequent structural and design proposals for Roadmates company carpooling service are based on the facts surrounding the target group's needs. The result are well developed and tested design sketches with accompanying visual identity and sitemaps that can be the basis for the further work on the development of the service..

The aim of this study is to examine reading on the MobileReadforums. The term ?to read? is extended to also cover bookcollection and usage of new technology such as mobile readerunits.A catalyst for reading on mobile reader units seem to be the needto always have access to the personal e-book collection. Apartfrom being a source for reading the collection of e-books alsoserves the purpose of extending the members self-esteem.A large portion of the activities on the MobileRead forum isaimed at making new technology comprehensible with the help ofprotocols to determine the usage of that technology. The processof making protocols also seem to be another way for the membersto extend their self-esteem.Traditional libraries are mainly seen as one of many sources for ebooks.Librarians are mostly perceived as being service mindedbut lacking in e-book knowledge.There is also a risk for miscommunication as the library hasdeveloped other protocols that defines an e-book and how itshould be used.This study is a qualitative analysis based on forum posts collectedfrom the MobileRead forum..

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.

The use of technology in today's society is frequent and often necessary, but how, when and where are we supposed to learn how to use it? And if it is such a big and important part of our society, then why don?t teachers get more training in how to use the technology? The purpose of this paper is to examine whether teachers attitudes to technology affects their use of technology in their teaching. In school technology can be a complementary to other material, if teachers have the necessary skills to use technology in a pedagogical way. I have chosen to do a qualitative study in form of interviews and observations at a school outside of Stockholm. The results show that both school and teachers must want to work with technology if anyone will be getting something out of it.

The mobile revolution is here to stay, and today most people have (at least) one cell phone at home. Some even a PDA (Personal Digital Assistant)as a complement for the simpler tasks at the office, e.g sending e-mail, word processing, browsing the Internet etc. Many business have also given the employees the opportunity to do some of the business tasks inbetweeen customer visits with the help from a cell phone or PDA.Despite all this, the so called Internet connected mobile revolution is often mentioned as a big failure. Maybe because the people in general tended not to use the new technology as much as the companies predicted. This could be because they still haven't learned how it works, or just don't seem to have the need for services provided.After a couple of failures in the development process, almost every cell phone has support for mobile Internet today.

The use of technology in today's society is frequent and often necessary, but how, when and where are we supposed to learn how to use it? And if it is such a big and important part of our society, then why don?t teachers get more training in how to use the technology? The purpose of this paper is to examine whether teachers attitudes to technology affects their use of technology in their teaching. In school technology can be a complementary to other material, if teachers have the necessary skills to use technology in a pedagogical way. I have chosen to do a qualitative study in form of interviews and observations at a school outside of Stockholm. The results show that both school and teachers must want to work with technology if anyone will be getting something out of it.

The main purpose of this study is to, in the educator?s point of view, try to find out how pre-schools approach science and technology along with Information and Communication Technology (ICT). The survey was conducted based on qualitative interviews where two preschools participated, a total of seven teachers were interviewed. One of the preschools only has access to a computer, and the other preschool is able to use both computer and tablets in their preschool activities. The results of this show that the teacher?s thoughts about ICT are positive and that they consider it as an important part of their work and have many areas where it is useful.

The purpose of this study is to develop a general understanding of the areas of alliances and service quality as well as their relation to each other, through a consumer perception. Further, to discover more detailed and close up knowledge of customer perceived service quality within airline alliances. This is done by identifying particularly significant dimensions in the service process that have an influence on the perceived service quality.The thesis is based on qualitative study using a critical incident technique to explore the issue of service quality. In the research of the material the iterative approach has been used. The primary information sources are the interviews with customers-members of airline alliance.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

AbstractThe purpose of this study is to see how technology is presented in different fictional picture books that are available in preschool. Six fictional picture books that have connection to technology in picture and text have been analysed. In order to show how technology can be made visible in fictional picture books, the relation between picture and text has been analysed through a technology perspective. Furthermore, the pictures and the texts have been analysed separately in order to show what they show respectively in terms of technology. The fictional picture book has a potential to be a basis for making technology visible in preschool, which is a step in a new direction.

Summary The purpose of this research is to find out if technology is being used in pre-school activity, to what extent, in which way and what part the pre-school teachers believe they should have in the process. To gather information for the research, questionnaires were sent out to all pre-schools in a municipality in central Sweden. Based on that information two were chosen for observations and interviews. The work with technology in pre-schools may vary. Some pre-school teachers believe they do not adopt any technology at all when asked and all this because of their own lack of interest or knowledge, while others believe it is contained in all of their educational activities.

The intention of this essay has been to investigate how the new digital technology has affected the tourism industry and marketing, as well as how travel agents and tour operators adapt to this. We also aimed to get a broader view of how the future might look like when it comes to marketing and virtual service landscapes. We decided to base our research according to these following four questions:? What affect travel agents? way of adoption to the technical development?? What purposes do the travel agents have for building up their virtual service landscape?? How much does the travel agents emphasize on digital marketing?? What can travel agents do to better adapt to the technological development in the future?We have chosen to use a qualitative research for this essay. The reason for choosing a qualitative research was to gain a wider understanding that would represent a big part of the changes of technology development.