Uppsatsen skrevs i samband med Konsumentverket och undersöker hurKarlstadsbuss använder sig av service recovery i sitt dagliga arbete.Service recovery innebär att så fort en kund upplevt något negativt i samband med ett företagsmöte så ska denne få återkoppling i form av en ursäkt, pengar tillbaka eller någon annan typ av förmån. Lyckas företaget ge kunden detta så fort som möjligt så förhindrar det att kunden får en negativ bild av företaget som den sprider vidare till personer i sin omgivning.För att få djupare kunskap i ämnet har tidigare teorier om klagomålshantering, service recovery och hur företag kan motivera sina anställda till att vara mer serviceinriktade studerats.Syftet med den här uppsatsen är att studera hur service recovery används i ett kollektivtrafikföretag och hur det tillämpas i hela organisationen.Först studerades teorier inom ämnet och sedan gjordes en empirisk undersökning, uppsatsen är med andra ord uppbyggd enligt den deduktiva strategin..

Aim: The aim was to describe adult patients quality of life after cardiac arrest and resuscitation with CPR. Method: A literature overview based on eight scientific articles and one master thesis. Results: The result is presented in three categories, physical, psychological and social quality of life. Sleeping disorders, fatigue and low energy level affected the physical quality of life in a negative way. The psychological quality of life was often impaired the first time after the cardiac arrest, to be improved over time.

 Every day media reports acts of violence in various kinds. Crime statistics shows that threats and violence are increasing in regard to both frequency and intensity within the nation. Nurses in the ambulance service are often the first to meet with a patient, therefore these nurses often find themselves in situations where violence and threats occur or have occurred. Drug addiction or some kind of illness are often reasons behind threats and violence.Earlier studies within this area of knowledge are mostly foreign and therefore little describes Swedish nurses` experiences of threats and violence within the ambulance service.The purpose of this study was to describe nurses experiences of threats and violence in the meeting with patients within the ambulance service.The study is a qualitative interview study performed within the School of Life Sciences at the University of Skövde. Six nurses were interviewed with the criterion that they should have experienced threats and violence within their occupation.

My aim is to examine the special form of interaction between users of the shut-in service and the responsible librarians. My purpose is to examine how mediating of literature can be pictured in correlation with shut-in services. How do librarians describe their experiences of the shut-in service? What roles of mediating can be perceived? How can interaction interpreted in the context of the shut-in service?The material was acquired by doing qualitative interviews of five librarians who works with shut-in service. This study is based on the theory of Åse Kristine Tveit.

The aim of this study was to increase the knowledge about and deepen our understanding for people who are treated with dialysis in aspects of quality of life and coping strategies. The research questions were: How does the scientific literature describe quality of life and coping strategies from people?s perspective who are treated with dialysis? How does dialysis affect patients and their lives? How/what can the nurses do for people who are treated with dialysis to keep or improve their quality of life. The result is based on eight scientific articles and after interpretation of the result we found six themes that describes how patients have to restructure their lives to a new normal life, how they adapt to a life with dialysis treatment, how dialysis affect their physical condition, witch meaning does the family and others have, how they keep their self-esteem in relation to the dependence of dialysis treatment and which factors are associated with a long life with dialysis..

BackgroundThe lifeworld describes the experience of being a humanbeing, how we experience life and how we live our lifes. When a disease, such as depression occurs, the whole lifeworld can be filled with suffering. Depression is an affective disease, which means it involves the emotions. The patient gets dejected and the emotional devotion abates. Broken sleep, anxiety, pain, concentrations difficulties, fatigue and reduced appetite is some of the symptoms.

The purpose of the study was to discover how nurses can maintain a good quality of life for cancerpatients at the end of life. We examined seven scientific articles in accordance with Polit, Beck & Hungler (2001) criteria for scientific validity. We used Carnevali's (1996) model of demand and resources as a frame of reference. The results showed that physical, psychological, social and spiritual needs affect quality of life in different ways. It also came out that it was difficult to measure something as individual as quality of life..

Service Design is a relatively new, unexplored and exciting phenomenon that through an interdisciplinary work methodology designs services. A discussion has been going on for a long time regarding whether there is a difference between products and services. Services are often classified as immaterial, heterogeneous, non-storable and inseparable in relation to products. A question that arises is if something specific characterises the work methodology used regarding service design. The aim with this paper is thus to explain the work methodology when working with service design.

The purpose of this essay was to find out how leaders in micro service firms practice HRM and identify which HRM related problems they experience in their leadership. A case study consisting two cases was carried out. The study has shown that leaders in micro service firms use a highly personalised, informal management and involve their employees in the firm?s development. The findings were that leaders of micro service firms do not have any theoretical knowledge of HRM practises because of lack of education.

The aim of the study was to examine how background factors, such as abuse earlier in life, affect depression and suicidal behavior, amongst persons who abuse alcohol or illicit drugs. The study was performed at the Social Service Center, Södermalm, department for adults. The data used in the study is based on Addiction Severity Index interviews (ASI) and includes 560 observations. The statistic methods used to analyse the data is chi² test and the result is presented in cross tables and charts. The main findings were that experiences of psychological, physical, or sexual abuse, earlier in life increase the risk for major depression and suicidal behavior later in life.

The aim with our paper has been to get a picture of which factors one of the heterogeneous group that we've chosen of old persons, 75-90 years, in Scania, in south Sweden, have experienced to be of importance for their life quality today and what they wish to preserve of their actual life style when they eventually shall use the elderly care. Also how their individual life course has influenced their experience of the quality of life.We found this subject interesting as the group of old people in the society is constantly increasing and when the group becomes bigger, then greater demands will be put on the elderly care. We have proceeded from a standpoint that all people are unique individuals and that people become what they are from their life histories and from the choices they have made during their life. We have used the life course theory that says that one should see the individual in his/her wholeness and the whole life history of a person in order to understand him/her. We have also studied earlier research concerning the different determinants of the life quality.

The main focus of this study was to investigate how Swedish military veterans experience that events during an international service affect them after completed mission. This also includes the contact with their relatives. Secondly, this study deals with the course of the crisis, personal defense mechanisms, cumulative stress and post-traumatic stress syndrome (PTSD).The study was performed using a qualitative method and comprises individual interviews with six Swedish veterans. The responders were all men of different military positions, who participated in one or more international missions during 1993 to 2011.The results of this study show that, according to the veterans, the return back home is the most strenuous part of an international mission. With all the new experiences that an international service brings fresh in their memories, it is hard to re-adjust to the life of a civilian.In connection with the return back home, different degrees of stress reactions were also commonly seen, for example sleep disturbance, restlessness and exhaustion.

The aim of this essey was to find out what kind of help problem gamblers can get at social service offices in the region Västra Götaland in Sweden. We also examined the knowledge regarding gambling problems at social sevice offices and who the head of the social service offices regarded having the responsibility for the question of helping problem gamblers. As a last question we wanted to know if the size of the population in the community had an impact on these questions. Central questions in our essey asked are:How much help does the social service offices in the region Väsra Götaland offer problem gamblers? Who has the responsabilety to help problem gamblers according to social service offices?What knowledge does the social service offices have concerning problem gambling?Does the population of the community have an impact on theese questions?This is a quantitative study made as a webbservey to the head of the social service offices in the region Västra Götaland.

Syftet med studien var att ta reda på om ungdomar vet skillnaden mellan public service och kommersiella kanaler. Vi ville även ta reda på vad det är som skiljer public service och kommersiella kanaler åt i medvetandet hos ungdomarna, som speglas ireceptionen av olika typer av serier?I studien har vi tillämpat kvalitativ metod i form av receptionsforskning, där intervjuer och observationer har utförts.Resultatet av studien visar att 20 av 25 respondenter tillhörde kategorierna: respondent medveten samt respondent något medveten. Resultaten visar att ungdomar är medvetna om vad skillnaden mellan public service och kommersiella kanaler är. De diskuterar ledigt och öppet kring de olika kanalernas programutbud.

The purpose of this study was to examine the resources and barriers that social workers have incorporating the Social Service Act states during meetings with clients, using and developing the client's skills and knowledge, develop their own resources and to promote the use of self-determination. A qualitative study was done by interviewing six social workers working within the in social service?s department for family and individual welfare. Social workers were encouraged to describe and discuss the key aspects of cases that developed positively respectively negatively. Motivation theory, evidence-based practice, empowerment, and expert-expert relationship are the theories and concepts that we used to analyze the material.The study's main conclusion is that the most important prerequisite for positive development of cases is that the social worker emphasizes and stimulates the client's own resources during meetings.