CoordenaÃÃo de AperfeiÃoamento de Pessoal de NÃvel Superior / A importÃncia do desenvolvimento da competÃncia escrita em nossa sociedade letrada à reconhecida por todos os professores, que vivenciam uma realidade difÃcil: alunos que se mostram desmotivados a produzirem textos escritos no contexto escolar e que respondem por resultados ainda nÃo satisfatÃrios nas avaliaÃÃes diagnÃsticas e atividades escolares. Nesse sentido, com o objetivo maior de contribuir para o desenvolvimento da competÃncia escrita dos alunos, esta pesquisa teve como intuito propor uma sequÃncia didÃtica para a produÃÃo de texto argumentativo no 9 ano. Seguindo, entÃo, pressupostos teÃricos acerca da concepÃÃo de escrita como processo (Hayes e Flower, 1981; Vieira, 2005) e do procedimento da sequÃncia didÃtica (Dolz, Noverraz e Schneuwly, 2004), esta pesquisa analisou o desempenho de alunos do 9 ano de uma escola da rede pÃblica municipal de Fortaleza, diante de atividades voltadas para o gÃnero carta de reclamaÃÃo. A anÃlise dos dados permitiu a identificaÃÃo de progressos nas produÃÃes observadas apÃs a aplicaÃÃo da sequÃncia didÃtica, comprovando a eficiÃncia do procedimento como proposta de intervenÃÃo para o ensino da produÃÃo de textos no Ensino Fundamental. Para os professores, torna-se gratificante constatar a evoluÃÃo dos alunos, motivando-os a continuarem realizando trabalhos que contribuam para o desenvolvimento das habilidades de leitura e escrita, atravÃs do ensino da produÃÃo de textos. Para os estudantes deste nÃvel de ensino, à primordial â alÃm de progredirem nessas habilidades â perceberem o avanÃo em suas produÃÃes e concluÃrem o Ensino Fundamental mais bem preparados para as prÃximas etapas escolares, conscientes de que a competÃncia escrita, assim como o conhecimento acerca dos gÃneros argumentativos, à fundamental para a formaÃÃo dos indivÃduos em uma sociedade letrada. / The significance of writing skill development among our literate society is recognized by all teachers, who have undergone a hard reality: students who seem discouraged to produce written texts, in the school context, and under results without fulfilment in diagnostic evaluations and school activities. In this regard, with the ultimate goal of contributing to the development of writing skills of students, this study aimes to propose a didactic sequence for argumentative genre production in 9th grade classes. Following, then, theoretical support based on writing concepts as the process (Hayes & Flower, 1981; Vieira, 2005) and procedure of the didactic sequence (Dolz, Noverraz & Schneuwly, 2004), this research analyzed the performance of 9th grade students of a municipal public school in Fortaleza city, on activities aimed at textual genre study of complaint letter. Data analysis has made it possible to identify the progress in writing activities observed after practicing didactic sequence, proving the efficiency of the procedure as an option of intervention for text production teaching in Elementary Education. For teachers, it is gratifying to see the progress of students, encouraging them to continue accomplishing tasks that contribute to the development of reading and writing skills through text production teaching. For students at this level of education, it is paramount - beyond having progress in these skills â they realize the advance in their own writing and finish elementary school better prepared for the next school periods, being aware that writing competence, as well as knowledge about argumentative genre is essential for the development of individuals in a literate society.

Submitted by Erika Demachki (erikademachki@gmail.com) on 2014-09-25T16:54:09Z No. of bitstreams: 2 Ana Paula Rodrigues do Nascimento - 2013 - Dissertação.pdf: 830715 bytes, checksum: 0df08cae363b7bdffb9d1db7044a6dde (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) / Approved for entry into archive by Luciana Ferreira (lucgeral@gmail.com) on 2014-09-26T11:28:20Z (GMT) No. of bitstreams: 2 Ana Paula Rodrigues do Nascimento - 2013 - Dissertação.pdf: 830715 bytes, checksum: 0df08cae363b7bdffb9d1db7044a6dde (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) / Made available in DSpace on 2014-09-26T11:28:20Z (GMT). No. of bitstreams: 2 Ana Paula Rodrigues do Nascimento - 2013 - Dissertação.pdf: 830715 bytes, checksum: 0df08cae363b7bdffb9d1db7044a6dde (MD5) license_rdf: 23148 bytes, checksum: 9da0b6dfac957114c6a7714714b86306 (MD5) Previous issue date: 2013-09-30 / Based on a critical perspective in psychology and education, the aim of this study is to understand the aspects involved on the prevalence of sending boys with learning complaints for psychological care in school clinics of psychology and public health units. Knowing that school failure is a phenomenon socially developed, this discussion seeks to reflect on the mechanisms that produce learning complaints in boys and how these complaints, built in school, become on intrinsic issues, making the psychological support one of the ways of resolving for school problems. In order to investigate the aim study, bibliographical research was used as methodology, considering it essential to uncover the problem raised by this research. A seek in the thesis and dissertations from Capes, in the SciELO electronic library, virtual library in health (BVS) and electronic journals in psychology (PEPSIC) was adopted, using the following descriptors: “characterization of child clients in school clinics of psychology”, “characterization of child clients in public health services”, boys scholastic complaints”, “school failure of boys”, “relationship between gender and education”, “gender and school failure of boys”, “gender and school performance”, “prevalence of male children taken to school clinics of psychology or public health services”. Two groups of bibliographic sources were used: the first group is constituted by studies and researches in psychology which investigated the infant demand for psychological support in school clinics of psychology and public health services; the second group consists of studies and researches in the area of education that investigated the school failure of boys. From the description and analysis of the literature corpus, it was possible to seize some aspects that contribute to the prevalence of boys with school complaints, which allowed questioning conceptions that naturalize their development processes and situate the theme proposed in historical and cultural context of gender relations. / Com uma perspectiva crítica em psicologia e em educação, o objetivo deste estudo é conhecer os aspectos envolvidos na predominância do encaminhamento de meninos com queixas escolares para atendimento psicológico em clínicas-escola de psicologia e unidades de saúde pública. Baseando-se na compreensão de que o fracasso escolar é um fenômeno socialmente produzido, buscou-se refletir sobre os mecanismos que produzem as queixas escolares em meninos, e como essas queixas, construídas no espaço escolar, se convertem em questões intrínsecas, tornando o acompanhamento psicológico uma das vias de resolução para problemas escolares. Para a investigação do objeto de estudo, adotou-se como metodologia a pesquisa bibliográfica, por considerá-la essencial para desvelar o problema levantado. Procedeu-se, então, a uma busca no banco de teses e dissertações Capes, na biblioteca eletrônica SciELO, na biblioteca virtual em saúde (BVS) e nos periódicos eletrônicos em psicologia (PePSIC), utilizando os seguintes descritores: “caracterização de clientela infantil em clínicas-escola de psicologia”, “caracterização de clientela infantil em serviços de saúde pública”, “queixa escolar de meninos”, “fracasso escolar de meninos”, “relação entre gênero e educação”, “gênero e fracasso escolar de meninos”, “gênero e desempenho escolar”, “predomínio de crianças do sexo masculino encaminhadas para clínicas-escola de psicologia ou serviços de saúde pública”. Para o levantamento das informações, foram trabalhados dois grupos de fontes bibliográficas: o primeiro grupo é constituído por estudos e pesquisas na área da psicologia que investigaram a demanda infantil para acompanhamento psicológico em clínicas-escola de psicologia e serviços de saúde pública; o segundo grupo constitui-sede estudos e pesquisas da área da educação que investigaram o fracasso escolar de meninos. Com a descrição e análise do corpus documental foi possível apreender alguns aspectos que colaboram para a predominância de meninos com queixas escolares, o que permitiu o questionamento de concepções que naturalizam os processos de desenvolvimento desses meninos, bem como situar a temática proposta no contexto histórico-cultural das relações de gênero.

Bernard of Morlaix was a Cluniac monk who flourished around 1140. What little is known about him, including his visit to Rome, is examined in relation to the affairs of the Cluniac family in his day. A new conjecture is advanced that he was prior of Saint-Denis de Nogent-le-Rotrou. His poems are discussed as examples of the genre of complaint literature. His treatment of the end of the world, and of death, judgement, heaven and hell, is discussed in relation to twelfth-century monasticism. His castigation of the sins of his time includes some of the earliest estates satire. His anticlericalism and his misogyny are compared with those of his contemporaries, and discussed in the context of twelfth-century monastic culture. Bernard’s classical learning is analysed and compared with that of his contemporaries, especially John of Salisbury and Saint Bernard of Clairvaux. His use of metre and rhyme is examined in the context of the development of metre based on stress rather than quantity and of systematic and sustained rhyme in the Latin verse of the twelfth century. Bernard’s use of interpretive and compositional allegory is explored. Bernard is seen as a man of his time, exemplifying a number of twelfth-century characteristics, religious, educational and cultural. Special attention is paid to the Latin literary tradition, and it is suggested that the culture of the twelfth-century was in many respects a culmination rather than a renaissance.

隨者保險觀念普及，我國保險業投保率及普及率逐年增加，但保險糾紛案件亦隨之增加。消費者權益之保護已蔚為世界潮流，我國消費者保護法亦自民國八十三年一月十一日公佈施行。本研究除了以消費者保護理論及保險理論等為分析基礎，詮釋健全保險爭議處理制度之必要性，並介紹國外保險爭議處理制度之概況，探討我國實施消費者保護法前、後保險爭議處理之概況及對保險爭議處理之影響，最後則探討我國現行保險爭議之處理情形，除向財政部保險司處理申訴案件之申訴人做問卷調查，並就我國現行保險爭議處理管道予以分析，及對較常見之保險申訴案例予以分析。本研究贊成多元化管道，但應如何強化以健全保險爭議處理制度，則為關心之要旨。 研究結果發現，我國現行保險爭議處理管道包括申訴、調解、仲裁及訴訟，經由申訴方式處理解決約53.5％，經由鄉鎮市區調解委員會調解處理解決約1.1％，經由民事訴訟處理解決約9.3﹪，未另循他途者約36.1％。我國現行保險爭議處理管道之處理情形，尚無一個處理機關同時具有公正客觀性、迅速性、保險專業性、費用低及法律拘束力等五要素。 目 錄 頁次 第一章 緒論 1 第一節 研究動機與目的 1 第二節 研究方法與範圍 2 第三節 研究內容 3 第二章 保險爭議處理制度之理論基礎 5 第一節 消費者保護運動之興起 5 第一項 消費者保護運動 5 第二項 我國消費者保護之沿革 9 第三項 我國消費者保護法概述 10 第二節 保險契約之特性 14 第三節 提昇保險業形象 15 第四節 疏減訟源 16 第三章 外國保險爭議處理制度之概況 21 第一節 美國 21 第二節 日本 49 第三節 韓國 54 第四節 英國 61 第五節 瑞士 70 第六節 小結 72 第四章 我國實施消費者保護法前保險爭議處理之概況 77 第一節 保險糾紛之根源 77 第二節 保險爭議處理之概況 80 第一項 申訴 80 一、申訴之意義 80 二、一般申訴之管道 80 三、申訴處理之結果 86 第二項 調解 88 一、鄉鎮市區調解制度之意義 88 二、鄉鎮市區調解委員會之組織 88 三、調解之程序 89 四、調解之結果 90 五、鄉鎮市區調解制度之功能 90 第三項 仲裁 91 一、仲裁之意義 91 二、仲裁人的選擇 92 三、仲裁之程序 92 四、仲裁之結果 93 五、仲裁之優點 93 六、仲裁與其他相關制度之比較 94 七、我國保險仲裁之實務 95 第四項 訴訟 97 一、訴訟之意義 97 二、民事訟訟之程序 97 三、法院調解程序 99 第三節 小結 100 第五章 我國實施消費者保護法後對保險爭議處理之影響 103 第一節 消費者保護法與保險相關法令之探討 103 第一項 定型化契約與保險契約 103 一、定型化契約 103 二、保險契約 105 三、我國保險契約條款之監理 106 四、小結 108 第二項 不實廣告消費資訊 109 一、 廣告消費資訊之規範 109 二、 保險業之不實廣告 110 三、 我國保險相關法令規定 111 四、 小結 112 第二節 我國消費者保護法有關消費爭議處理之規定 113 第一項 消費爭議之意義及處理程序 113 一、消費爭議之意義 113 二、消費爭議之處理程序 113 第二項 申訴 114 一、第一次申訴 114 二、第二次申訴 118 三、申訴處理之結果????????? ???119 第三項 調解 119 一、消費爭議調解之意義及要件 119 二、消費爭議調解委員會之組織 122 三、調解之程序 125 四、調解之結果 126 第四項 消費訴訟 127 一、消費訴訟之意義 127 二、消費訴訟與一般民事訴訟之差異 127 三、消費訴訟與申訴及調解之關係 129 第三節 對保險爭議處理之影響 129 第一項 申訴方面 129 第二項 調解方面 131 第三項 消費訴訟方面 132 第四節 小結???????? 133 第六章 我國現行保險爭議處理之探討 139 第一節 我國保險爭議處理之問卷調查結果 139 第一項 調查樣本 139 第二項 問卷調查結果 141 第三項 保險爭議類型 151 第二節 我國現行保險爭議處理管道之分析 156 第一項 申訴 156 第二項 調解 171 第三項 仲裁 173 第四項 訴訟 173 第三節 保險申訴案例之分析探討 176 第一項 壽險主約違反告知義務，醫療險附約是否理賠之問題 176 第二項 意外事故的認定問題 179 第三項 契約撤銷權之行使問題 181 第四項 人身保險是否適用複保險之爭議 184 第五項 紅利給付之問題 187 第六項 酒後駕車肇事保險公司是否理賠之問題 190 第四節 小結 192 第七章 結論與建議 197 第一節 結論 197 第二節 建議 202 第三節 對後續研究之建議 210 參考書目 211 附錄：問卷調查表 216

In 1995 and 2000 a total of 29 886 non surgical ED visits at Uppsala University Hospital were registered. Presenting complaint, admittance to a ward, length of stay, in-hospital mortality, discharge diagnoses, 30-day and long-term mortality were registered. The presenting complaints were sorted into 33 presenting complaint groups (PCGs). For different PCGs there was different in-hospital fatality rate. Compared to the largest PCG, chest pain, the gender and age adjusted OR was 2.12 (95% CI 1.01 – 4.44) for the miscellaneous complaint group and 2.04 (95 % CI 1.35 – 3.08) for the stroke–like symptom group. Within a given PCG the in-hospital mortality could vary depending on discharge diagnoses. By relating PCG and long term mortality to the expected mortality in the population, the Standardized Mortality Ratio (SMR) could be calculated. The SMR was found to be highest in seizure 2.62 (95 % CI 2.13 – 3.22), intoxication 2.51 (95% CI 2.11-2.98) and symptoms of asthma 1.8 (1.65 – 2.06). For the same discharge diagnoses the long term mortality could differ considerably depending on PCG at ED arrival (p<0.001). Between 1995 and 2000 there was a 30 % increase in ED visits at the non surgical ED. PCGs representing lesser severe conditions had increased. Demographic changes could account for 45 % of the increment and the remaining increase could be ascribed to change in visiting pattern. In the 2000 cohort 41.0 % of all visits were performed by re-visitors. The number of revisits and five-year mortality had an inversed u-shaped relationship were patients with three re-visits within the same year had an increased mortality compared to patients with more or less visits. Conclusion: It is possible to define presenting complaint groups (PCGs) that are robust and consistent over time and useful as a tool for epidemiological studies in the ED.

The purpose of this study is to investigate the complaint speech act set used by Turkish EFL learners speaking to a commiserating and contradicting teacher. For this purpose, four kinds of data sources were used: twenty native English speakers&amp / #8217 / role-plays, twenty five Turkish native speakers&amp / #8217 / role-plays, forty students&amp / #8217 / role-plays and two native speakers&amp / #8217 / judgments on the students&amp / #8217 / production. The subjects were given two different situations. Their role-plays were audio taped and transcribed. The subjects&amp / #8217 / complaint speech act sets were analyzed, using a coding scheme from a previous study in the literature. The baseline and the interlanguage data were compared using SPSS to see to what extent they were similar and different, and to see whether or not the Turkish EFL learners made positive and negative transfer, and whether there were any features unique to the interlanguage of the learners. The findings of the study revealed that Turkish EFL learners produced a complaint speech act set when speaking to a commiserating and contradicting teacher. The components of the complaint speech act set realized by the learners were &amp / #8216 / complaint&amp / #8217 / , &amp / #8216 / justification&amp / #8217 / , &amp / #8216 / candidate solution: request&amp / #8217 / , &amp / #8216 / candidate solution: demand&amp / #8217 / , and &amp / #8216 / explanation of purpose&amp / #8217 / . When speaking to the commiserating teacher, the students made positive transfer in using the components &amp / #8216 / explanation of purpose&amp / #8217 / , &amp / #8216 / complaint&amp / #8217 / , &amp / #8216 / justification&amp / #8217 / , and &amp / #8216 / request&amp / #8217 / . They made negative transfer in using &amp / #8216 / demand&amp / #8217 / . The students speaking to the contradicting teacher made positive transfer in their use of the components &amp / #8216 / explanation of purpose&amp / #8217 / , &amp / #8216 / complaint&amp / #8217 / and &amp / #8216 / justification&amp / #8217 / . The component &amp / #8216 / demand&amp / #8217 / was subject to negative transfer.

Abstract – “Aggregate complaints in banks MIS” Date:                       June 8th 2012 Level:                      Master thesis in Business Administration, 15 ECTS Institution:                School of Sustainable development of society and technology, Mälardalen University Authors:                  Abdulla Ahmed Ibrahim         Alexis Andersson Title:                       Aggregate complaints in MIS – A case study of Nordea Bank Tutor:                      Carl G Thunman Keywords:               Aggregate, complaint, dissatisfaction, content analysis, Nordea, MIS. Purpose:                  The paper aims to develop a model of how Nordea Bank can monitor customer dissatisfaction through aggregated dissatisfaction analysis. Furthermore, the study aims to identify improvement proposals in Nordea based on the developed model and conducted interviews. Method:                  This thesis consists of qualitative interviews. Personnel at the local office in Västerås has been interviewed as well as Nordea’s customer ombudsmen, former office employee at Nordea, data analyst, head of customer inquiries, Professor of database technology and also a researcher in language technology. A proprietary model was built based on the literature review constructed on variables that were expected to influence the monitoring process. The proprietary model was based on theory and formed the interview guide. The method that was used on the empirical data where “cut and paste”. The method was used to be able to place the interviews under each appropriate heading. The analysis then compared the empirical data with theories from the literature review, to be able to conduct a revised model and come up with a number of suggestions for improvement. Conclusion:            The model assumes wrongly that complaint and other grievances information can be integrated in the same process. There are several aggravating factors in Nordea's case; discontent information is in the current situation anonymous, it may be too small in scope for it to be profitable integrated or delivered in pre-packaged aggregate form. In this thesis, it became also clear that overall understanding should be based on a results-oriented attitude in which the results of the analysis provide employees with new insights to shape the monitoring process. Even at the central level, Nordea more often tends to follow up individual cases instead of analyzing them systematically in aggregate form, which the model does not take into account. / Sammanfattning – ”Aggregerade kundmissnöjen i informationssystem” Datum:                    8 juni, 2012 Nivå:                        Magisteruppsats i företagsekonomi, 15 ECTS Institution:             Akademin för hållbar samhälls- och teknikutveckling, HST,                                  Mälardalens Högskola Författare:              Abdulla Ahmed Ibrahim         Alexis Andersson Titel:                       Aggregerade kundmissnöjen i informationssystem – En fallstudie av      Nordea Bank. Handledare:           Carl G Thunman Nyckelord:              Aggregering, informationssystem, klagomål, missnöje, innehållsanalys, Nordea Bank, MIS. Syfte:                      Syftet med denna studie är att utveckla en modell för hur Nordea Bank kan arbeta med uppföljning av kunders missnöje genom aggregerad missnöjesanalys. Vidare ämnar studien att utifrån modellen samt intervjuer identifiera förbättringsmöjligheter i Nordeas uppföljning av kundmissnöje. Metod:                               I studien utfördes kvalitativa intervjuer. Personal vid lokalkontoret i Västerås har intervjuats, samt Nordeas kundombudsman, Nordeas regionkontorschef i Västmanland, en f.d. kontorsanställd på Nordea, dataanalytiker, Finansinspektionens enhetschef på kundfrågor, en professor i databasteknik och en forskare inom språkteknologi. Ur litteraturundersökningen utformades en modell som bygger på variabler som förväntades påverka uppföljningsprocessen. Modellen ligger till grund för teori och intervjufrågor. I empirin användes ”klippa och klistra”-metoden för att placera intervjuerna under lämplig rubrik. I analysen jämfördes sedan empiri och teori från litteraturstudien för att utveckla modellen och ett antal förbättringsförslag. Slutsats:                  Modellen antar felaktigt att klagomål och annan missnöjesinformation kan integreras i samma process. Det finns flera försvårande faktorer i Nordeas fall; annan missnöjesinformationen är i dagsläget anonym och i vissa fall liten i omfattning för att det ska vara lönsamt att göra en aggregerad analys. Under uppsatsens gång blev det också klart att övergripande insikter bör utgå från ett resultatinriktat förhållningsätt där resultatet av analysen ger medarbetarna nya insikter för att utforma framtida uppföljningsprocesser. Även på central nivå arbetar Nordea oftare med att följa upp enskilda ärenden än att analysera dem systematiskt i aggregerad form, något som modellen inte tar hänsyn till.

Background: The financial services industry is a highly competitive and fragmented market. Firms are realizing the need and advantage of retaining customers rather than only focusing on acquiring new customers. Managers should focus on increasing customer satisfaction and communication levels as well as providing higher service quality. They should also emphasize the importance of building better relationships with customers to create loyalty. Purpose: The purpose of this thesis is to investigate if customers of a local bank office are loyal, find the factors that create disloyalty and analyze how the bank can increase customer loyalty.  Method: To complete the purpose of this paper, the authors prepared a case study on a local Swedish bank and conducted a survey of the bank’s customers to determine levels of loyalty within the company. The authors spent four days in the bank office to have the customers fill in the survey immediately after their experience with the bank. Participants in the survey were customers who visited bank tellers, had booked meetings, or un-booked meetings. Conclusion: It was found that the bank had high levels of customer loyalty, as a majority of the customers were exclusively customers of the bank. Never the less a significant amount of customers had an additional bank(s) which shows the bank has an opportunity to strengthen their market position, but also a need to retain their customers. Customers were satisfied with the service quality provided and the relationships were satisfactory between customers and their advisers. The majority of the customers were contributing to a positive word of mouth, which is an indicator that they are loyal customers. However, the main area of improvement needed by the bank is to implement a better customer complaint management system, as many customers did not know how or where to complain. / Bakgrund: Den finansiella tjänstesektorn är en starkt konkurrensutsatt och fragmenterad marknad. Företag inser behovet och fördelen av att behålla kunder snarare än att enbart fokusera på att värva nya. Genom att fokusera på att öka kundnöjdheten för att de existerande kunderna kan de erbjuda en bättre service kvalitet. De bör också betona vikten av att bygga bättre relationer med kunder för att skapa lojalitet. Syfte: Syftet med denna uppsats är att undersöka om en lokal banks kunder är lojala, hitta de faktorer som skapar illojalitet och analysera hur banken kan öka kundlojaliteten. Metod: För att uppnå syftet med vår uppsats utarbetade författarna en fallstudie den lokala banken. Författarna genomförde en undersökning av bankens kunder för att analysera dess lojalitet till företaget. Författarna tillbringade en vecka i banken för att utvärdera kundens erfarenhet i relation till dess besök. Deltagarna i undersökningen var kunder som besökte banken i ärenden inom kassa, bokat möten, eller obokat möte. Slutsats: Det konstaterades att banken hade hög kundlojalitet, då en majoritet av kunderna var endast kunder i banken. Icke desto mindre, en stor mängd kunder hade ytterligare bank(er) vilket visar att banken har en möjlighet att stärka sin ställning på i den lokala marknaden, men också att stärka sin ställning i den existerande kundkretsen. Kunderna var nöjda med den servicekvalitet som banken tillhandahåller och relationer var tillfredsställande mellan kunder och deras rådgivare. Majoriteten av kunderna bidrar med positiva rekommendationer, vilket är en indikator på att de är lojala kunder. Dock är den viktigaste biten av förbättring krävs av banken för att genomföra ett bättre system för hantering av anmälningar, eftersom många kunder inte vet hur eller var att klaga.

Sammanfattning Syftet med uppsatsen var att undersöka hur pendlare på sträckan Västerås – Stockholm upplever SJ:s klagomålshantering i dagsläget och hur SJ hanterar klagomål. Vidare syftade uppsatsen till att ge förslag på hur SJ kan arbeta med klagomålshantering i framtiden. I uppsatsen presenteras hur SJ sköter sin klagomålshantering i dagsläget. Vidare presenteras teorier inom service recovery och klagomålshantering. Med utgångspunkt i teorierna skapades en bild av effektiv service recovery och klagomålshantering. För att ta reda på hurpendlarna upplever SJ:s klagomålshantering genomfördes en enkätundersökning på utvalda tåg på sträckan Västerås – Stockholm den 9-11 maj 2011. Totalt samlades det in 373 enkäter varav 299 stycken var korrekt ifyllda. Slutsatser Data från enkätundersökningen analyserades och följande slutsatser kunde dras; SJ bör alltidsträva efter att få in alla klagomål från pendlarna, det skulle ge SJ en bättre översikt avpendlarnas situation. SJ kan först då genomföra åtgärder och förbättringar. SJ måste lyssna till pendlarnas åsikter och visa att de tar till sig av åsikterna. Företaget bördärför arbeta med att förtydliga att klagomålen hanteras och att de leder till förbättringar. Vidare bör SJ implementera en mer användarvänlig process för pendlaren att framföra sin åsikt för att få in så många klagomål som möjligt. En slutsats drogs om att det finns utrymme för SJ att i ansökan om restidsgaranti applicera ett fält där resenärer kan framföra klagomål. Vid lanseringen av en mobil applikation föreslås den innehålla en funktion där pendlaren kan framföra sina klagomål. SJ:s personalutbildningar är i dagsläget bra men en slutsats drogs att de kan inriktas mer på klagomålshantering. Är de pendlare som stannar hos SJ på grund av att SJ är deras enda alternativa färdmedel till jobb eller studieort missnöjda, ökar risken för att negativ word-of-mouth sprids vilket är till stor nackdel för SJ. SJ måste bli bättre på att: åtgärda problem, ge garanti för att åtgärda problem, ta ansvar för problem och för sina kunder, visa förståelse och erbjuda en mer rättvis kompensation. Enligt pendlarna är en snabb handläggningstid av klagomål, enklare att framföra åsikter, en rättvis behandling och möjlighet till att påverka hanteringen av klagomål viktiga faktorer i SJ:s klagomålshanteringsprocess. Förslag Avslutningsvis gavs förslag på hur SJ kan anpassa sin klagomålshantering efter sina pendlare utifrån en indelning efter klagomålsbenägenhetstyperna Passiva, Frispråkiga, Ilskna och Aktivister. Det gjordes för att kunna anpassa klagomålshanteringen efter de olika typer av pendlare som reser med SJ och även för att göra det så enkelt som möjligt för pendlarna att framföra sina åsikter och klagomål till SJ. / Executive summary The purpose of this thesis was to investigate how the commuters travelling between Västeråsand Stockholm were experiencing SJ's customer complaint handling today and how SJ handles customer complaints. Furthermore, the thesis aims to give suggestions how SJ can work with customer complaints in the future. First the thesis present how SJ handles customer complaints today based on questions given directly to SJ. Moreover, theories in service recovery and complaint handling are presented. With starting point in the theories, a better understanding of effective service recovery and customer complaint handling was created. A survey was conducted on selected trains between Västerås and Stockholm, from the 9 th to the 11th of May 2011. In total, 373 surveys were collected from which 299 surveys were complete. Data from the survey was analyzed and the following conclusions could be drawn. Conclusions SJ should always strive to collect all the complaints from the commuters as it would give SJ a better overview of the commuters' situation. SJ needs to listen to the commuter’s opinions and show that they take them into consideration. SJ can only then take action and make improvements. The company should work to clarify that complaints are handled and that they lead to improvements. In addition, SJ should implement a more user-friendly process for the commuters to hand in complaints in order to receive as many complaints as possible. A conclusion was reached that there is room for a field on the application for travel time guarantee where commuters and other travelers can file a complaint. At the launch of a mobile application a proposition is made that it include a feature where commuters can file their complaints. The training of SJ's staff in the current situation is good but a conclusion was reached that it can focus more on customer complaint handling. If the commuters that have no other alternative transport to work or to school are dissatisfied with the service, it increases the risk of spreading negative word-of-mouth, which is highly disadvantageous to SJ. SJ must be better at: fixing problems, providing guarantees for fixing the problems, take responsibility for the problems and for their customers, show understanding and offer a more equitable compensation. According to commuters the turnaround time of complaints, easier to express opinions, a fair treatment in the process and an opportunity to influence the handling of complaints are important factors for SJ in their customer complaint handling. Recommendations Suggestions were given on how SJ can adjust their customer complaint handling after dividing the commuters into four types by their propensity to complain “passive”, “voicers”, “irates” and “activists”. It was made in order to adjust customer complaints handling by the different types of commuters who travel with SJ and also to make it as easy as possible for commuters to forward their opinions and to file their complaints.

Mobiltelefonen som ett objekt har en stor betydelse för ungdomarna i dagens samhälle. Unga människor uppfattar sin mobiltelefon som en förlängning av sig själva och kan inte uthärda tanken på att vara borta från den. Men i olika situationer som tillexempel ett reklamationstillfälle, har den unga konsumenten inget annat val än att lämna in sin mobiltelefon för reparation. Reklamation är något som är oundvikligt och kan ses som ett misslyckande i sig, men det är hanteringen av reklamationen som avgör om den anses vara lyckad eller misslyckad för kunden.Denna studie syftade till att undersöka relationen mellan den unga konsumenten och deras mobiltelefon och hur detta förhållande kan påverka varför de uppfattar en reklamation som misslyckad. Genom sju intervjuer har vi bett våra respondenter att prata om deras specifika reklamationstillfälle och hur de använder sin mobiltelefon i vardagen.Resultaten visade att de främsta anledningarna till att våra respondenter funnit sin hantering av reklamationen som ett misslyckande berodde på faktorer såsom väntetid, merkostnader, dålig ersättningsprodukt och ovänliga personal. Det visade också att våra respondenter har en anknytning till sin mobiltelefon och på grund av detta förhållande kan ovannämnda faktorer komma att ändras beroende på hur fästa en individ är till hans eller hennes produkt. / The mobile phone as an object has a great meaning for the youth in today's society. Young people perceive their mobile phone as an extension of themselves and cannot bear the thought of being apart from it. However, in different situations such as a customer complaint handling, the young customer has no other option but to hand it in for reparation. The customer complaints is something that is unavoidable and can be seen as a failure in itself but it is the handling of the customer complaint that decide if a customer complaint has been successful or not.This study aimed to investigate the relationship between the young consumer and their mobile phone and how this relationship might affect why they perceive a customer complaint handling as failed. Trough seven conducted interviews we asked our respondents to talk about their specific customer complaint situation and how they use their mobile phone.The results showed that the main reasons why our respondents found their complaint handling as failed depended on factors such as, waiting time, additional costs, poor substitute product and unfriendly personnel. It also showed that our respondents have an attachment to their mobile phone and because of this relationship the aforementioned factors might change dependent on how attached an individual is to his or her product.