Bakgrund: När det kommer till servicesammanhang, där det sker en hög grad av mänsklig interaktion, är det oundvikligt att fel begås eller att kunden blir missnöjd, vilket kan resultera i att kunden framför klagomål. Tidigare studier belyser att det är viktigt att kundklagomål tas väl hand om, för att inte riskera ett dåligt rykte eller att kunder går förlorade. Forskning beträffande kundklagomål och klagomålshantering utifrån ett företagsperspektiv, anses vara begränsad. Vidare inom ramen ur ett företagsperspektiv som berör medarbetare inom området, handlar studier främst om medarbetares anpassning, beteende och hantering vid olika situationer. En avsaknad finns inom forskningen kring hur medarbetarteam hanterar kundklagomål.  Syfte: Syftet med föreliggande studie är att belysa klagomålshantering utifrån medarbetarteams perspektiv.  Metod: Studien bygger på en abduktiv ansats, och genom en kvalitativ forskningsstrategi har fokusgruppsintervjuer genomförts, med tre medarbetarteam inom svensk sporthandel. Den insamlade empirin analyseras utifrån återkommande aspekter av klagomålshantering, funna i tidigare forskning.  Slutsatser: Studien finner att medarbetarteam ser kundklagomål som vanligt förekommande, i synnerhet reklamationer, och att det är något som skall lösas för kunden. Trots förekomsten av kundklagomål bekräftades en avsaknad kring utbildning, riktlinjer och policys. Studien styrker att medarbetarteam främst efterlängtade riktlinjer och policys, då de i hög grad får stå på egna ben för att hantera kundklagomål. Även utbildning var något de önskade, trots att de indikerat till att utbildning inom området hade kunnat vara svårt att genomföra, med tanke på att kunder och situationer är unika. Studien finner avslutningsvis, att intern återhämtning är viktig efter hantering av kundklagomål, då medarbetarteam bekräftade att de är i behov av att tillsammans ventilera och reflektera, efter att ha handskats med kundklagomål. / Background: When it comes to service contexts, where there is a high degree of human interaction, it's inevitable that mistakes are made or that the customer becomes dissatisfied. The consequence may be that the customer submits a complaint. Previous studies highlight the importance of taking good care of customer complaints, in order not to risk a bad reputation or that the company loses customers. Research regarding customer complaints and handling complaints is limited from a company perspective. Furthermore, within the framework of a company perspective that affects employees in the area, studies are mainly about employee’s adaptation, behaviour and handling of customer complaints in different situations. There is a lack of research on how employee teams handle customer complaints.  Purpose: The purpose of the present study is to light up handling complaints from the perspecitve of employee teams. Method: This study is based on an abductive approach, and through a qualitative research strategy, focus groups interviews have been conducted with three employee teams, in Swedish sports trade. The collected empirical evidence has been analysed, based on recurring aspects of handling complaints, found in previous research.  Conclusion: This study finds that employee teams see customer complaints as common, especially reclaims, and that is something that must be resolved for the customer. Despite the presence of customer complaints, a lack of education, guidelines and policies is confirmed. The study proves that the employee teams want guidelines and policies, due the fact that they stand on their own feet to handle customer complaints. Education was also something they wanted, even though they indicated that education in the area could have been difficult to implement, given the fact that customers and situations are unique. The study finally finds the importance of internal recovery, after handling customer complaints, as the employee teams confirmed that they need briefing and reflecting together, after dealing with customer complaints.

<div>Airlines are legally required to provide adequate service to passengers with disabilities; this research examines the quality of service provided based on the analysis of airline complaint data and the results of a survey of passengers with disabilities. The provision of adequate service to airline passengers is challenging since passenger counts continue to rise and passengers are increasingly diverse. Airline passengers with disabilities are protected by federal legislation under the Air Carrier Access Act (ACAA), 49 U.S. Code § 41705, which prohibits discriminatory treatment of people with disabilities in air transportation. Regulations outlined in 14 CFR Part 382, Nondiscrimination on the Basis of Disability in Air Travel, require that airlines and airports are accessible, and require that airline, airport and contract personnel provide appropriate accommodations and services to people with disabilities.</div><div><br></div><div>To track operational efficiency and compliance with the ACAA, the Department of Transportation collects data on airline performance. Data are published in monthly and annual reports. One component of these reports is complaint data. Complaints are an important metric because they identify deficiencies in service.</div><div><br></div><div>Individual complaints are forwarded to airport and airline service providers for investigation; however, complaint data do not appear to be used to systematically assess the adequacy of service, as evidenced by a disproportionately high and rising number of disability complaints.</div><div><br></div><div>The objective of this research is to investigate the provision of air service for passengers with disabilities. This investigation includes identification of the regulations that affect commercial air travel for passengers with disabilities, an examination of disability-related complaints, specifically the number and rate of these complaints compared to complaints for all travelers, and an assessment of service based on a survey of passengers with disabilities.</div><div><br></div>

published_or_final_version / Public Administration / Master / Master of Public Administration

I uppsatsen undersöktes faktorer som bidrar till skolstress och somatiska symtom hos ungdomar på studieförberedande- och yrkesförberedande gymnasium av båda könen. Deltagarna var 105, varav 59 från de studieförberedande programmen, 23 elever var killar och 36 var tjejer samt, 46 var från de yrkesförberedande programmen, varav 25 var killar och 21 var tjejer. Undersökningen var kvantitativ och enkäter skapades som innehöll 42 frågor varefter 10 variabler skapades av dessa och en fråga analyserades med kvalitativ ansats. Resultaten visade att studenterna på de studieförberedande programmen generellt upplevde mer skolstress. Tjejerna upplevde mer skolstress, externa krav, somatiska-, psykosomatiska besvär och de ansåg sig ha för höga krav på sig själva. Korrelationen mellan somatiska besvär och skolstress var positiv och resultatet var signifikant. Studien visade att elever led av både Skolstress, Somatiska- och Psykosomatiska besvär och dessa borde tas i åtanke av både vårdnadshavare och lärare i skolsituationer. Relibiliteten för alla variabler utom Somatiska besvär var god och eftersom reliabiliteten var låg fanns risk för att samband inte var signifiktanta . Det fanns även en risk att Skolstressen var högre på grund av att det var nära terminsavslut. Förslag till vidare studier var att undersöka varför killar inte upplever samma besvär som tjejer. / The essay investigated factors that could contribute to school-related stress and somatic complaints among adolescents at academic- and vocational programs in high school in both sexes. There were 105 participants, whereof 59 from the academic programs, 23 where boys and 36 were girls and 46 from the vocational programs, whereof 25 were boys and 21 were girls. The study was a quantitative one and questionnaires were created from which contained 42 questions after which 10 variables were created and one question was analyzed with a qualitative approach. The results showed that students at the academic programs generally experienced more school-related stress. Girls experienced more school-related stress, external demands, somatic- and psychosomatic complaints and they thought they had too much demands on themselves. The correlation between somatic complaints and school-related stress was positive and the result was significant. The study showed that students suffered from both school-related stress, somatic- and psychosomatic complaints and this should be taken into consideration from both caregivers and teachers in school situations. The reliability for all variables other than Somatic complaints was good. There was a risk that the school-related stress was high because of closeness to end of semester. A suggestion for further studies was to examine why boys does not experience the same difficulties as girls

Thesis (doctoral)--Universiẗat Passau, 2005. / Includes bibliographical references (p. 239-253).

No description available.

Dissertation submitted in partial compliance with the requirements for the Master’s Degree in Technology: Chiropractic, Durban University of Technology, 2012. / Background: The Durban University of Technology (DUT) chiropractic teaching clinic (CTC) represents a training facility for future chiropractors as well as providing a healthcare service to the local population. It is important to measure the demographic characteristics and presenting complaints of patients attending the DUT CTC as this information prepares the student interns for private practice. It also provides an insight into the popularity of chiropractic in the community. Objectives: This study sought to measure certain demographic variables and presenting conditions of patients attending DUT CTC and to assess whether these have changed over time. Method: A retrospective, cross-sectional descriptive study was performed by drawing patient files of new patients presenting to the DUT CTC for the months of February through April, during 2000, 2006 and 2011 (data from a 1994 study was included for analysis). The files had the following information regarding the patient collected: age, gender, ethnicity, occupation, medical aid, main presenting complaint, as well the duration of the most recent complaint. The data was analysed for trends using statistical software (SPSS v19). Results: Data from 1 311 patient files were analyzed. The number of patients attending the DUT CTC had reduced significantly since 2000. The mean age ranged from 37.0 – 39.7yrs across the samples with a trend of increasing age occurring between 1994 and 2006. Ages ranged from 2 weeks – 89yrs, with 20 – 29yrs being the most common group. Females formed 50.5 – 51.2% of the samples with no significant change over time. White (46.3 – 64.2%) and Indian patients (27.2 – 40.9%) formed the majority, with Black patients showing a trend of increasing representation (from 6.4% in 2000 to 15.8% in 2011). The most common occupations were student (19.7 – 26.8%) and clerical (17 – 23%), with a trend noted between 1994 and 2006 of a decreasing student proportion. This trend reversed from 2006 – 2011. Medical aid subscription among patients reduced significantly (p<0.05) from 56.2% in 1994 to 41.6% in 2011. The main presenting complaints were spinal (68.2 – 84.1%), with low back (30.7 – 40.7%) and neck/head (27.8 – 33.8%) being the most common. Most main complaints were of a chronic nature (45.8 – 61.7%), though a trend of reducing chronicity was noted between 1994 and 2006. A trend of increasing sub-acute complaints was seen between 1994 and 2011. Conclusions: The patients attending DUT CTC are similar to most international CTC’s in terms of patients’ age, gender, occupation, and main presenting complaint. Compared to existing data on South African private practice, the patients at DUT CTC are generally younger, less likely to be female, less likely to be White, more likely to be Indian or Black, less likely to have medical aid, more likely to present with low back pain as appose to neck/head pain, and more likely to present in the acute/sub-acute phase. Between 1994 and 2006, the trend shows that patients at DUT CTC were older, less likely to be White, less likely to be students, less likely to have medical aid, and less likely to present in the chronic phase.

The neighbourhood is an essential arena for adolescents’ health development and research suggests that perceived neighbourhood insecurity (PNI) is associated with socio-economic status and self-rated health. The present study explored the distribution of adolescents’ PNI and its association with psychosomatic health complaints across districts. It also examined gender differences and whether family socio-economic position, foreign background and previous exposure to crime could explain part of the association. Data came from classroom-surveys within Stockholm municipality’s 14 districts in 2010, 2012 and 2014 (n=10,291). Linear and logistic multilevel regression models were applied. Results showed that the average level of PNI varied considerably between districts and were strongly connected to its socio-demographic composition. However, individual characteristics in terms of family background and previous exposure to crime only explained a minor part of the variation in PNI across districts. Girls reported more insecurity than boys in all districts. Gender differences in PNI decreased in absolute numbers, but increased in relative numbers, as the overall ‘neighbourhood safety’ increased. Between-district differences in health were minor, but PNI was still a strong predictor of individual-level health, especially for boys. Furthermore, the predictive power of PNI on health was stronger in districts perceived as safer.

<p>Syftet med arbetet är att kartlägga och att finna möjligheter till förbättringar i projektflödet. Arbetet berör de delar av företaget som befinner sig i ett tidigt skede av projektflödet eftersom ändringar i dessa skeden kan göras till en liten kostnad. Informationsinsamling har skett genom fria samtal, dock med vissa förberedda frågor. Information har inhämtats från flera delar av projektflödet så som försäljning, projektledning och konstruktion. Vi har kommit fram till att det är värt att lägga mer resurser på förbättringsarbete och se över ansvarsfördelningen för detta. Man bör även se över reklamationerna som till antalet är för många och många av felen är likartade.</p> / <p>The main purpose of this thesis is to survey and find possibilities of improvements in the project flow. The report only touches the parts of the company which are located in the early parts of the project flow, hence alterations can be made at a low cost. The gathering of information was made by open conversations, with some prepared questions. The information has been gathered from several parts of the company such as sales, project management, and construction et cetera. We consider it to be profitable to increase the resources in the improvement work. The company should also investigate the distribution of responsibility in the work of improvement. The complaints are too many and many of the faults are similar.</p>

The purpose of this study was to describe the prevalence of self-reported visual and neck/shoulder complaints among individuals with a low vision diagnosis. The study also aimed to examine whether there was an association between the degree of self-rated visual and the neck/shoulder complaints. There was a questionnaire survey that was conducted on patients that visits an eye center in a county in central Sweden. There were a total of 18 people participated in the survey, between 17-92 years old. The questionnaire contained 22 questions and was analyzed with SPSS. The results showed how the distributions of answers were to the questions about the respondents’ vision respectively of respondents’ musculoskeletal problems. Results also showed that there was an association between the degree of self- rated visual difficulties and the degree of self- rated neck/shoulder disorder. The results in this study support the hypothesis that a relationship exists between visual and musculoskeletal problems. / Syftet med denna studie varatt beskriva förekomsten av självskattade syn och nacke/skuldra besvär hospersoner med ögonsjukdomar. Studien syftade också till att undersöka om det fannsett samband mellan graden av självskattade synbesvär och självskattade besvär inacke/skuldra. Enkätundersökning genomfördes på patienter som besökte ensyncentral i ett län i mellersta Sverige. Totalt 18 personer deltog iundersökningen, inom ålderskategorin 17-92 år gamla. Enkäten innehöll 22 frågorinklusive bakgrundsfrågor om kön och livsfaktorer som sedan analyserades medhjälp av databasen SPSS. Resultaten visade hur fördelningarna av svaren påfrågorna om respondenternas syn respektive muskuloskeletala problem. Resultatetvisade också att det fanns ett statistiskt signifikant samband mellan graden avsjälvbeskattade synbesvär och graden av självbeskattade nacke/skuldra besvär.Resultaten ger stöd för hypotesen att det finns en relation mellan öga-nacke/skuldrabesvär hos synsvaga individer.