Sammanfattning Syfte Syftet med vår uppsats är att studera vilka faktorer i interaktionen mellan personalen och dess kunder som är nöjdhetsskapande i tjänsteföretag som präglas av; ? Begränsad påverkansmöjlighet på slutprodukt, exempelvis nätverksorganisationer med många ´ inblandade aktörer, ? Få och/eller sporadiska kundkontakter, exempelvis till följd av ett ökat utnyttjande av teknologi och självbetjäning. Utifrån detta ska vi konstruera en egen Kundnöjdhets-skapande interaktionsmodell och jämföra den med befintliga nöjdhetsskapande modeller. Metod Som metod för insamling av vårt empiriska material använder vi oss av Nöjdhetsskapande Handlings-Metod. Det empiriska underlag som ligger till grund för denna uppsats är uteslutande resenärernas egna berättelser om nöjdhetsskapande handlingar vid interaktionsutbyte med tågpersonalen på Kustpilen. Slutsats Att interaktionen, mötet mellan leverantörens personal och dess kunder, är betydelsefull för kundernas tillfredsställelse är inget nytt.

Abstract:Because personal assistance is relatively new in social care in Sweden we were interested in to get more knowledge in how supervisors for personal assistants worked. In our study we choosed to look into how the supervisors worked with the physical work environment for the personal assistants. The questions we wanted to found answers for in this study was, which work directions the supervisors for personal assistants have around the physical work environment, which legal provisions there were around the physical work environment for the personal assistants and how the supervisors experienced the work with the physical work environment for the personal assistants. We did a qualitative interview study with supervisors for personal assistants. We realised in our study that there were big differences in how the supervisors for personal assistants worked with the physical work environment for the personal assistants.

Problem: Which factors affect customer satisfaction in a non-physical bank relation? Purpose: The purpose with this thesis is to study what creates customer satisfaction in a non-physical bank relation. We look at this by conducting a case study in which we studied the opinion of customers who uses the e-bank at FöreningsSparbanken. Method: We have used a qualitative data method through which we have received answers from our respondents, these we have interpreted to form information, which we have used in our analysis. In our empirical study we have used a case study in which we have chosen to interview both customers and co-workers to get an answer to our problem.

Syftet med föreliggande studie var att studera sambanden mellan Warr?s nio vitaminer i kontextfri och arbetsrelaterad form till tre mått på psykisk hälsa; nämligen välbefinnande, livstillfredsställelse och arbetstillfredsställelse samt att undersöka om det fanns demografiska skillnader i dessa mått. Studien genomfördes på ett industriföretag i Sverige med hjälp av en enkätundersökning. Totalt deltog 187 respondenter i undersökningen. Mätinstrument som använts är Warr?s vitaminmodell, Mental Health Continuum, Satisfaction With life Scale och Minnesota Satisfaction Questionnaire.

This study is an assignment from Västerbottens läns landsting (VLL). The study?s main objective is to examine physical exercise habits and the most common motives for exercise among employees at VLL. It also compares educational status and gender differences to see if there is any significant dissimilarity regarding motives. The study is a quantitative study that used an electronic questionnaire to collect data from the respondents.

Social work is a social phenomenon, existing in most societies, that has given rise to a multitude of special organizations and professions. For that reason social work is dealing with a complex identity. The purpose of this study is to illustrate how social workers and the scientific discourse interpret the concept of social work. In addition to that the study intends to show similarities and differencies. The research process containes two studies, one based on qualitative interviews with five social workers and the other consisting a surway of academic litterature.

Resignations are common in all business sectors and can also be found among forest machine operators in the forest business. As the industry today faces a lack of forest machine operators it is justified to determine why machine operators choose to quit their jobs. The aim of this study was to a) find out the number of machine operators that have resigned b) identify and analyse the cause for these resignations c) identify the reasons why the machine operators started to work in the forest and d) give suggestions on different measures that will limit resignations amongst forest machine operators. A questionnaire was sent to machine operators who have quit working as employees, contractors or as employees for contractors with Holmen Skog during 2003-2007. 32 machine operators responded to the questionnaire. Interviews were made with 10 machine operators who had answered the questionnaire to gather more qualitative data. The results of the study indicate that fewer forest machine operators change profession than employees in other occupations in Sweden.

Vi är två lärarstudenter på Uppsala universitet som i och med detta arbete vill få en ökad kunskap om hur kostundervisningen kan se ut på en svensk gymnasieskolai Idrott och hälsa.Vi vill få detta beskrivet för oss av både lärareoch elever för att få en så tydlig bild som möjligt. Vi har valt att använda oss att en kvalitativ metod då vi har genomfört intervjuer med både lärare och elever för att få våra frågor besvarade. Lärarna har intervjuats en och en medan eleverna intervjuades under en gruppintervju. Våra frågeställningar har sett ut som följande:?Hur anser gymnasielärarna att styrdokumenten påverkar deras kostundervisning??Hur beskriver lärarna sitt innehåll i kostundervisningen??Hur beskriver lärarna att deras kostundervisning ser ut??Hur beskriver eleverna att deras kostundervisning ser ut??Hur skiljer sig eller liknar lärares och elevers uppfattningar om kostundervisningen?När vi har bearbetat vår empiri har vi haft en teoretisk utgångspunkt för att analysera detta.

The study examines the meaning of having a dog in the workplace of personnel who work with therapy. The purpose was to examine the personnel?s view of dogs in their work envi-ronment. The study uses two theories. One is ?psychosocial work environment? and the other theory used is ?symbolic interactionism?.

In order to broaden the understanding of work motivation the aim of the study was to compare how three different teams within the same organization constructed motivation. The three teams consisted of post sorters, team leaders and mailmen. Three focus group interviews were conducted with three men and eight women. The interviews were transcribed verbatim and thematically analysed with QSR NUD*IST. The result showed both similarities and differences in the construction of work motivation in the three teams.

D. C. Strubler och K. M. York (2007) har skapat en modell, Team Characteristics Model.

Problem: Which factors affect customer satisfaction in a non-physical bank relation? Purpose: The purpose with this thesis is to study what creates customer satisfaction in a non-physical bank relation. We look at this by conducting a case study in which we studied the opinion of customers who uses the e-bank at FöreningsSparbanken. Method: We have used a qualitative data method through which we have received answers from our respondents, these we have interpreted to form information, which we have used in our analysis. In our empirical study we have used a case study in which we have chosen to interview both customers and co-workers to get an answer to our problem.

Trots en hög andel unga med psykosomatiska besvär visar statistiken även att ungdomar generellt upplever sig ha en god psykisk hälsa, ett gott humör, god självkänsla och en god framtidstro. Denna studie fokuserar på att utforska hur varaktiga mönster av stresshanteringsstrategier hos ungdomar kan relateras till deras subjektivt upplevda välbefinnande i termer av affektiva tillstånd och kognitiva bedömningar av livstillfredsställelse. En enkätundersökning genomfördes med 104 deltagare, varav 80 kvinnor, i åldrarna 15 till 19 år. Mätinstrument som användes var svenska versioner av COPE Inventory, Positive and Negative Affect Schedule och Satisfaction With Life Scale. Resultatet visade att emotionsfokuserade copingstrategier i högre grad än respektive problemfokuserade strategier predicerade välbefinnande, vilket skiljer sig från tidigare resultat där de senare stått för detta samband främst i studier med vuxna.

There is a relationship between confidence in management and personnel satisfaction. The personnel?s confidence in management can be seen as a fundamental tool which is needed to ensure the success of the organizations mandate. This study investigates how management works to create and maintain confidence. The conditions that management has for building confidence are explored, as well as the significance of leadership in the building of confidence.

This aim of this thesis is to measure the effect of the user interface in real searches on the Internet through a small experiment. Theories on web and search usability and psychological factors concerning usability were first explored. Then three interfaces were constructed, one "good" that followed usability guidelines and had multiple search functions, one "bad" that completely disobeyed those guidelines and had only a simple and small search field, and one "intermediate" interface that was a mix of the two. The search field was set to different sizes, with the shortest in the "bad" interface, a medium field in the "intermediate" interface and several long fields in the "good" interface. All three interfaces were then attached to the same web search engine, Altavista.