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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

Biopolymers are interesting materials from a sustainable point of view. Especially since consumers increasingly demand environmental friendly packages as well as more convenient packages with easy open and close features on the packages. The demands for convenient packages lead to more and more plastics in the packaging industry. The purpose with this project is to find out typical properties of

Title: Creativity and blockings: Non-musicians? experiences of music making The purpose of this study was to investigate whether the ability of music-making can benefit from and/or be inhibited by extra-musical factors, such as one's own or other people's opinions, criticism, prejudice and values. An experiment was carried out, where 10 nonmusicians were instructed to solve a compositional

In this master thesis it is investigated where the housing shortage that Sweden faces in 2003 comes from. Starting from two alternative scenarios, a scapegoat is looked for: either the industry is responsible for lowering the supply of housing by increasing the cost of dwellings through illegal cartel agreements, or the state is to be blamed for distorting market forces through an inadequate housi

Sammanfattning: Uppsatsen består av två kvantitativa beräkningar gjorda i sex grammatikböcker ur kurslitteraturen vid Institutionen för nordiska språk, LU. Den första beräkningen utgörs av antalet subjekt i exempelmeningarna med manlig respektive kvinnlig referent. Den andra beräkningen utgörs av de semantiska roller som dessa subjekt innehar i exempelmeningarna. Syftet är att utröna om män repre

Traditional publishers of journalistic material have found a new channel through which they can reach the readers namely the Internet. The material is often the same in the online version as in the paper based version, but not enough thought has been paid to how the different media influence the way of reading. The Internet as medium imposes new criteria as to how the content should be published.

Sammanfattning Syftet med denna uppsats är att söka svar på vilka analytiska verktyg som krävs för att förstå villkoren för mänskligt handlande. Min tes är att den diskursteoretiska epistemologi som kommit att dominera samtida feministisk forskning - i uppsatsen representerad främst av Judith Butler - inte tillhandahåller dessa analytiska verktyg. För att pröva denna tes har jag intervjuat fem he

The progress made in the field of patents on pharmaceuticals the last fifteen years, has been of continuous change and adaptation. From the introduction of the TRIPS Agreement in 1995, where patents on pharmaceuticals became a necessity for all Member States of the WTO, to today, where a ratification of the TRIPS Amendment is ongoing, and might be a mean to enhance access to medicine for all peopl

Detta arbete har som sitt främsta syfte att belysa lagregleringen samt avsaknaden av lagreglering gällande beslutanderätt vid gemensam vårdnad. Behandlingen av ämnet inriktar sig på den nuvarande lagstiftningen och därtill föreslagna åtgärder för att förbättra möjligheterna för föräldrar med gemensam vårdnad att bibehålla den gemensamma vårdnaden, trots att det råder meningsskiljaktigheter i en viThe aim of this thesis is to clarify the legal situation regarding Swedish custody law. It also discusses the absence of legal rules in terms of right of decision in joint legal custody. The essay is structured to focus on the current legislation and also to argue proposed measures to improve the opportunities for parents with joint legal custody to maintain the joint legal custody even though the

Research has shown that families experience poor involvement in needs assessment of older people while little is known about municipal care managers' views of family participation. The aim was to explore how municipal care managers view families' participation in and influence on needs assessment of older people receiving public home help. Individual interviews (n = 26) were conducted with care ma

This is a study about fairly ordinary situations in elder care: how staff deal with older people’s influence, how staff talk about older people’s complaints, how family members talk about elder mistreatment, and how older people act in order to exert influence in a nursing home. However ordinary, these are situations where relational power is accentuated, accomplished and able to be empirically ex

Objective. Several classification systems have been launched to characterize Barrett's esophagus (BE) mucosa using magnification endoscopy with narrow band imaging (ME-NBI). The good accuracy and interobserver agreement described in the early reports were not reproduced subsequently. Recently, we reported somewhat higher accuracy of the classification developed by the Amsterdam group. The critical

Background: Integration of second-generation (2G) bioethanol production with existing first-generation (1G) production may facilitate commercial production of ethanol from cellulosic material. Since 2G hydrolysates have a low sugar concentration and 1G streams often have to be diluted prior to fermentation, mixing of streams is beneficial. Improved ethanol concentrations in the 2G production proce

Crohn's disease and ulcerative colitis are chronic inflammatory disorders of the gastrointestinal tract, and are collectively referred to as inflammatory bowel disease (IBD). IBD is a major cause of lifetime morbidity, has a severe impact on quality of life of patients (equivalent to that of rheumatoid arthritis, asthma, migraine, or diabetes) and constitutes a substantial economic burden to the h

In order to increase the understanding of suicidal behaviour, the general aim of the thesis is to gain a profound knowledge of the suicidal individual, and hence to find and ensure a preventive strategy. This will be accomplished by finding and trying new methods for evaluation of suicide risk. The Suicide Assessments Scale, SUAS, and a new self-rating version, SUAS-S were tested. These scales ar

We study the dynamic admission control for a finite shared buffer with support of multiclass traffic under Markovian assumptions. The problem is often referred to as buffer sharing in the literature. From the linear programming (LP) formulation of the continuous-time Markov decision process (MDP), we construct a hierarchy of increasingly stronger LP relaxations where the hierarchy levels equal the

Alla vill vi vara måna om vår kropp och hälsa och ett bra sätt att göra det på kan vara att dricka ett glas ProViva varje dag. ProViva är en fruktdryck med en levande bakteriekultur bestående av Lactobacillus plantarum 299v. Denna mjölksyrabakterie har vetenskaplig dokumenterad effekt, så kallad probiotika, och kan vara till stor nytta för obalanserade magar. Apelsinjuice är en populär vän på frukTo be able to produce an orange flavoured ProViva, a fruit drink containing oatmeal formula with the probiotic bacteria Lactobacillus plantarum 299v, it is essential to inhibit the co-metabolism of citrate performed by the bacteria. Orange is namely a fruit containing high concentration of citric acid. By the end of shelf-life, the co-metabolism will result in an increase of an unwanted carbonatio

Ny teknik på företaget Maersk Oil har möjliggjort en effektivare avbildning av den ytnära berggrunden som tidigare förblivit dolda. Denna nya metod leder förhoppningsvis till en mer säker kartläggning av geologiska risker. Ett viktigt framsteg där både liv och miljö kan sparas. Tänk dig en exploderande oljerigg, orsakat av att någon ovetandes borrat rakt in i en gasficka i den ytnära berggrunden.The main objective of this master's thesis is to evaluate a new processing method for extracting seismic conventional 3D streamer deep target data for shallow subsurface imaging. Deep target acquisitions have greater potential than it's conventional use. The aim of these acquisitions is to discover natural resources, in particular oil and gas, at several kilometres of depth. Before drillin

En kopparlödd värmeväxlare används i fjärrvärmeapplikationer. Ett samhälle under ständig utveckling har lett till en strävan att förbättra dessa produkter, men också till en strävan att minska kostnaden vid både tillverkning och utveckling av nya, effektivare produkter.This Master Thesis has been conducted with the aim to investigate the mechanical performance of an isolated copper braze joint. The mechanical performance of the copper brazed heat exchanger is to a great extent determined by the properties of the copper braze joints. It is not yet exactly known how different parameters such as the weight of copper per joint, plate material composition and furnace