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Syfte: Uppsatsens syfte är att analysera och förstå service recovery-processen i ett serviceföretag med en komplex verksamhet genom att fokusera på klagomål som framförts i sociala medier. Metod: Undersökningen bygger på en kvalitativ fallstudie av ett företag i kryssningsbranschen. Inledningsvis genomfördes en mindre observationsstudie som åtföljdes av ett antal semistrukturerade intervjuer. DesTitle: Service recovery 2.0 - social media complaints in complex service businesses Purpose: The purpose of this thesis is to examine the service recovery process in a complex service business while focussing on complaints delivered via social media channels. Approach: After an initial literature review and a small observational study, a qualitative study was conducted based on semi structured i

Uppsatsens syfte är att undersöka huruvida kulturegendom tillmäts ’tillräckligt skydd’ av internationell rätt i väpnade konflikter, med betoning på den juridiska grunden för att åtala förstörelse av kulturarv som ett krigsbrott under internationell straffrätt. Jag undersöker hur de mest relevanta traktaterna i internationell rätt har uppstått sedan antagandet år 1954 av Haagkonventionen för skyddThe purpose of this thesis is to examine whether cultural property is attributed ‘sufficient protection’ by international law in armed conflicts, with an emphasis on the legal basis for prosecuting its destruction as a war crime under international criminal law. I research how the most relevant treaties in international law have emerged since the adoption of the Convention for the Protection of Cu

In this thesis, the information loss from the modified Mass-Drop tagging of a Z to qqbar jet is studied for a pp collision at LHC centre-of-mass energies in PYTHIA 8 using FastJet 3. The jet created by the Z has minimum transverse momentum of 200 GeV. This is then searched for subjets via two methods: a Cambridge/Aachen algorithm and a modified Mass-Drop Tagger with different z-cut values. The sub

With increasing concerns about environmental impacts of the food that is consumed, so is also the concern about packaging materials. This also comprises the packaging that is currently used to pack infant formula (IF), very often containing aluminum as the barrier material. IF is a very sensitive product that demands for the highest barriers to protect it from lipid oxidation. This implies that th

The United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), theforemost legal instrument that defines and protects Indigenous rights, is groundbreaking because it centers the voices of Indigenous peoples and pushes back on the colonial undertones of the United Nations human rights framework. While this declaration represents a landmark in the fight for Indigenous rights, it is non

Stockholm har under de senaste åren visat stora hyresökningar på kontorsmarknaden samtidigt som bostadsmarknaden har avsvalnat. Även fast Sverige placeras bra i avseende på flera mått såsom vakans och BNP har städer som också haft bra tillväxt i BNP och låg vakans inte uppvisat lika hög hyrestillväxt. Den här studien undersöker fallet om bostadsmarknaden har påverkat kontorshyrorna i Stockholm. OmIn recent years, Stockholm has shown a large rent increases in the office market simultaneously as the housing market has cooled off. Although Sweden is well measured in several areas such as vacancy and GDP, other cities that also produced significant GDP growth and low vacancy rates have not shown as much rental growth as Stockholm. This study examines if and how the housing market has affected

Traditional basal-bolus and closed-loop artificial pancreas therapy for type 1 diabetes mellitus were studied in the present work and novel insulin delivery profiles have been identified. Type 1 diabetes is a chronic condition resulting from autoimmune destruction of the pancreatic insulin producing β-cells. Inadequate insulin secretion prevents efficient glucose metabolism and is a serious health

Collective action can be challenging in the governance of common pool resource. While social learning has the potential to facilitate negotiations and communications, power imbalance can still challenge the common pool resource (CPR) governance. In an attempt to study collective action in that context, I undertook a qualitative case study at the Cañete basin, Peru. The primary data was manly colle

Slope failure has resulted in significant disruption to the Scottish road network in recent years and failure processes are widely considered to pose a very real risk to both infrastructure and road users. The manifestation of proposed regional climate variations could increase the hazard posed by landslide and debris flow activity within upland environments. It is therefore in the interests of de

This thesis research analyzed policies that promote resource mobilization for the development of the Solar Water Heaters and Photovoltaic industries in Mexico. The main inquiry is to identify the role that technological complexity plays in promoting resource mobilization for sustainable transition policies. It is assumed that if the technology is complex, resources are obtained from extra-regional

Purpose: The purpose of this research was to understand how customers construct the relationship, prior identified in the literature, between packaging, haptic sensory and perception with regard to FMCG products. Furthermore, we aimed to explore the role of haptic packaging characteristics on FMCG products for customers. Methodology: The philosophies of epistemology and ontology were considered b

Lung cancer is the leading cause of cancer death. Much benefit can be found in national screening programs to diagnose cancer early and reduce mortality and such is about to be introduced in Germany. However, the process of screening diagnosis is very time-intensive for radiologists and the workload is not feasible without further support. Artificial Intelligence was assessed to be able to supp

This report aims to investigate the possibilities to implement a high temperature heat pump at a Dow facility in Landskrona. By implementing a heat pump, waste heat from the production can be recovered and reused in the process. The question at issue is whether there will be enough energy available when needed due to an intermittent process, and if a heat pump will be feasible to implement. To inv

Simulations are an indispensable tool in physics because they complement experiments, especially complex ones. Coherent multidimensional spectroscopy (CMDS) is such a complex experimental setup. In CMDS, the molecular system of interest interacts with two to four coherent laser pulses and the generated emission provides information about the energetic structure and the relaxation dynamics of the p

P>Lyme borreliosis, caused by spirochaetes of the Borrelia burgdorferi genospecies complex, is the most commonly reported tick-borne infection in Europe and North America. The non-specific nature of many of its clinical manifestations presents a diagnostic challenge and concise case definitions are essential for its satisfactory management. Lyme borreliosis is very similar in Europe and North Amer

Measurements of inclusive jet production are performed in pp and Pb+Pb collisions at sqrt[s_{NN}]=2.76 TeV with the ATLAS detector at the LHC, corresponding to integrated luminosities of 4.0 and 0.14 nb^{-1}, respectively. The jets are identified with the anti-k_{t} algorithm with R=0.4, and the spectra are measured over the kinematic range of jet transverse momentum 32

The biogeography of speciation and what can be learned about the past mode of speciation from current biogeography of sister species are recurrent problems in evolution. We used a trait- and individual-based, eco-evolutionary model to simulate adaptive radiations and recorded the geographical overlap of species during and after evolutionary branching (speciation). We compared the spatial overlap a

Germany must decarbonise the heating of its buildings, now majorly dependent on natural gas, to meet its climate neutrality pledge. However, the share of natural gas-based heating has not been decreasing in the last decades, and Germany continuously failed to meet the building sector’s emission reduction targets. Moreover, the longevity of the gas and building infrastructure make the sector prone

The CFSP has become a focal point of legal and political analysis, particularly concerning its impact on fundamental rights and the free movement of capital. Departing from that situation, the thesis attempts to delve into the complex question as its research question to find out how the EU balance its collective interests in pursuing sanctions with national sovereignty, the fundamental rights of