Titel:                        Missnöjeshantering i banker - En fallstudie av Sala Sparbank Seminariedatum:    19 januari, 2012 Institution:              Akademin för hållbar samhälls- och teknikutveckling, Mälardalens  Högskola Nivå:                        Magisteruppsats i företagsekonomi, 15 hp Författare:              Odhiambo Opee och Charlotte Skinnar Handledare:            Carl G Thunman Nyckelord:              Klagomål, banker, missnöje, Word-of-Mouth, Sala Sparbank Syfte:                       Syftet med denna uppsats är att beskriva missnöjeshantering hos Sala Sparbank. Uppsatsen undersöker hur studieobjektets missnöjeshantering överensstämmer med en egenutvecklad modell för missnöjeshantering. Resultatet av uppsatsen förväntas utmynna i en reviderad modell för missnöjeshantering samt att utreda om Sala Sparbank kan förbättra sin missnöjeshantering. Metod:                     En egen modell utvecklades utifrån den teori som samlats genom litteratursökning i artiklar, böcker och olika internetsidor. Modellen och teorin låg sedan till grund för de tre fokusgruppintervjuer som genomfördes. Resultatet bearbetades genom ”klipp och klistra” metoden och analyserades sedan utifrån modellen. Med hjälp av resultatet från undersökningen kunde en reviderad modell utformas och även ge förbättringsförslag till Sala Sparbank. Slutsats:                   Sala Sparbank har en bra klagomålshantering. Det som skulle kunna utvecklas är ett enkelt rapportsystem för att få mer statistik över kundernas missnöjen, detta underlag kan sedan användas för att underlätta uppföljning och utbildning av anställda. De behöver även tydligare kommunikation om villkor, räntor och internetbanken. Dessutom bör klagomålsansvarige bli mer insatt i den information som insamlas på Facebook-sidan och den funktion som söker klagomål på internet. Då Sala Sparbank är en mindre bank behöver modellens ”frontline” även inkludera andra personer i banken än enbart de som möter kunder dagligen, exempelvis VD. / Title:                        Dissatisfaction Management in Banks- A case study of Sala Sparbank Seminar date:         January 19TH 2012 Institution:              School of Sustainable development of society and technology, Mälardalen University Level:                       Master thesis in business, 15 ECTS Authors:                  Odhiambo Opee and Charlotte Skinnar Tutor:                      Carl G Thunman    Keywords:              Complaints, banks, dissatisfaction, Word-of-Mouth, Sala Sparbank Purpose:                  The purpose with this thesis is to describe the dissatisfaction handling process in Sala Sparbank. The thesis examines how the object of the study managing dissatisfaction in accordance with a proprietary model for handling dissatisfaction. The result of the thesis is expected to culminate in a revised model for handling dissatisfaction and also to investigate if Sala Sparbank can improve its dissatisfaction management. Method:                   A proprietary model was developed based on the theory gathered through a literature search of articles, books and various internet sites. The model and the theory formed the basis of the three focus group interviews conducted. The results were processed through the “copy paste” method and then analyzed by the model. Using the results of the survey a revised model were developed and also suggestions on improvement for Sala Sparbank. Conclusion:             Sala Sparbank has a good dissatisfaction management. They could develop a simple reporting system to get more statistics on customers’ dissatisfaction, this data can then be used to facilitate monitoring and employee training. They also need clearer communication about terms, rates and online banking. Furthermore, the complaints manager needs to more familiar with the information collected on the Facebook page and the function the searches complaints on the internet. Since Sala Sparbank is a smaller bank, the model’s “frontline” also include other persons in the bank rather than only those that meet customers daily, including the CEO.

Harold Pinter&rsquo / s concern with memory and the verification of the past have been ever-present since his early writings. Although these themes have been explored by Pinter in his early works, they have become dominant in his interim plays, which have been named by critics as his memory plays. In these plays, the characters evoke the past to such an extent that the past virtually co-exists with and influences the present. The characters&rsquo / recollections of the past may be real, or they may be partially or even completely altered during the process of remembering. However, since verification of the past is impossible, whether these memories are real or confabulated remains unknown. The motives underlying these characters&rsquo / utilization of memories deserves investigation. This paper ventures to examine the reasons why the characters in the memory plays exploit recollections of the past. It focuses on the characters&rsquo / use of memory with the aim of asserting and perpetuating identity and existence, of exerting dominance over others, and of coping with their dissatisfaction with the present. To this end, the characters in Pinter&rsquo / s Landscape, Silence, Night, Old Times, and No Man&rsquo / s Land will be studied respectively.

The purpose of the study is to investigate the level of loneliness and social dissatisfaction among third, fourth and fifth grade elementary school students considering three variables: maternal work status, after school care arrangement type, and after school activities. The sample of the study consisted of 732 (third, fourth and fifth grade) elementary school students in three public elementary schools in Ankara. In the present study Loneliness and Social Dissatisfaction Scale (Asher &amp / Wheeler, 1985) and the information form was used. The information form included questions about gender, age, sibling status, after school care arrangement, maternal work status, people/ place they spend their after school time, and activity types done after school. The results of analysis of variance showed that there is no significant difference in loneliness and social dissatisfaction level of students depending on their after school care arrangement types as relative care, non relative care, sibling/self care, and center care. Moreover, no significant difference was found among loneliness and social dissatisfaction level of students who have working mothers and stay-at-home mothers. Additionally, analysis of the activity types students are involved after school, namely, active, passive and adult supervised/preprogrammed activities, revealed no significant difference in terms of loneliness and social dissatisfaction level. Independent from the analysis done, gender or age differences of students were examined considering their loneliness and social dissatisfaction level. However, no differences were found among the groups.

Body dissatisfaction is a growing problem in the gay male population, with serious implications for psychological and social well-being. Gay men tend to be at higher risk of body dissatisfaction than their heterosexual counterparts. They report lower levels of body satisfaction and have higher rates of risky behaviors such as anabolic steroid use, eating disorders, and over-exercising (Gil, 2007; Willoughby et al., 2008; Kaminski et al., 2004). It is difficult to determine the cause of this issue in the gay community; however, two theories have been proposed to help explain this phenomenon. Minority stress theory posits that it relates to added stress involved with being part of a minority group. Gender role strain theory identifies these concerns with the strain to conform to masculine gender roles. A common link to bridge the two theories together may be visibility management, which is the way gay men carefully disclose behaviors that would identify their sexual orientation (Lasser & Tharinger, 2003). The proposed method will include participants that will be approximately 130 gay men 18-23 years of age. Participants will be sought through online collection from universities in the United States. Participants will respond to empirically validated measures in regards to Minority Stress, Gender Role Strain, Visibility Management, and Body Dissatisfaction to help determine if what links there are between these variables. / text

The discussion of race within body image research has for many years been a topic of empirical focus. However, remaining still is a lack of knowledge regarding the unique sociocultural factors that are involved in African American women’s experience of body and the development of body dissatisfaction. Racial identity and family background may impact Black women’s body attitudes. The proposed study is an exploratory investigation of body dissatisfaction in a sample of African American women college students. Specifically, the role of racial identity and the endorsement of racial socialization messages received from family will be examined. Findings will serve to increase understanding of the sociocultural underpinnings of body image among Black women. Racial identity and racial socialization will be tested as potential predictors of body dissatisfaction through hierarchical multiple regression analyses. Racial identity status will be examined as a potential mediator of racial socialization and body dissatisfaction. / text

Overweight and obesity are important public health issues in the United States with more than 60% of US adults overweight or obese. The social consequences of being overweight and obese are serious and pervasive. Individuals who are overweight and obese are often the targets of bias and stigma and thus susceptible to negative attitudes. Obesity and weight stigma have been linked to low self-esteem, higher rates of depressive symptoms, body dissatisfaction and poor psychological adjustment. Although weight stigma is a problem in the general population, it is more consequential among adolescents due to mental and physical developmental changes. Therefore college students were used in this study because they are considered older adolescent (ages 18-21). The goals of this study were to examine the association between weight status, weight stigma, self-esteem, body dissatisfaction and depressive symptoms. These associations were examined using multiple linear regression and linear meditational analysis. This study found (1) that overweight and obese individuals experience more stigma than their normal weight and underweight counterparts, (2) weight stigma has a negative effect on body dissatisfaction and depressive symptoms among overweight and obese individuals, (3) self-esteem differed based on perceived weight status, and (4) weight stigma differed among overweight and obese individuals based on self-esteem. Overall, the psychosocial outcomes of weight stigma are greater for individuals at higher levels of weight. It was found that state self-esteem strongly mediated the relationship between weight and stigma in the prediction of depressive symptoms and body dissatisfaction with the greatest impact for depressive symptoms. Low self-esteem and social support reveal that individuals with low self-esteem experience greater negative psychosocial outcomes as well as those with little or no support unable to buffer stigmatizing experiences and have greater negative psychosocial outcomes. In general, the consequences of weight stigma are as real as the medical consequences of obesity. We are called to protect the psychosocial health of college students.

Although experiential prescribing maxims are quoted in some optometric textbooks their content varies significantly and no direct research evidence was available to support their use. Accordingly in chapters 2 and 3, the uses of several potential prescribing rules were investigated in the UK optometric profession. Our results indicated that the subjective refraction result exerted a strong hold on the prescribing outcome with 40-85% of optometrists prescribing the subjective result in a variety of scenarios. The finding that after 40 years qualified, experienced optometrists were three times more likely to suggest a partial prescription was an important discovery that provides significant support for the prescribing rules suggested by various authors. It would also appear from the results of the retrospective evaluation of the 'if it ain't broke, don't fix it' clinical maxim in Chapter 4 that spectacle dissatisfaction rates could be reduced by between 22 to 42% depending on how strictly the maxim is interpreted by the practitioner. Certainly an 'if it ain't broke, don't fix it much' maxim was suggested as being particularly appropriate. Chapter 5 included a reanalysis of previously published data that found no change in falls rate after cataract surgery to investigate any influence of refractive correction change and /or visual acuity change on falls rate. Unfortunately these data were not sufficiently powered to provide significant results. In chapter 6, a spectacle adaptation questionnaire (SAQ) was developed and validated using Rasch analysis. Initial studies found no differences in SAQ with gender or age.

This paper attempts to explore the nature of the online anti-brand communities in South Korea. The current state of the online anti-brand communities is discovered with regards to different kinds of online platforms and the categories of targeted products and services. Case analyses of three popular anti-brand communities were conducted to discover how dissatisfied consumers form a group, interact with other consumers, and generate group actions. Specific details of consumer interactions and collective actions in the online anti-brand communities provide some managerial implications of how to effectively react to the anti-brand movement. / text

The sociocultural model of eating disorders suggests that awareness of a thin physical ideal directly affects internalization of that ideal, which in turn, directly affects body dissatisfaction. The current study evaluated the general accuracy of the sociocultural model and examined the potential for ethnicity to protect against eating disorder symptomatology by moderating the relationships between awareness and internalization and between internalization and body dissatisfaction. Spanish (n = 100), Mexican American (n = 100), and Euro-American (n = 100) female participants completed various questionnaires measuring sociocultural attitudes towards appearance and body dissatisfaction. Analysis of covariance with tests of homogeneity of slope and path analysis using maximum likelihood with robust standard errors tested the two relationships by ethnic group. Results supported the sociocultural model: there was strong evidence for the mediational effect of internalization on the relationship between awareness and body dissatisfaction. Furthermore, ethnicity moderated the relationships such that both relationships were significantly stronger for Euro-American women than for Mexican American or Spanish women. Within the Mexican American group level of acculturation also moderated these relationships. Taken together, the results of this study highlight how ethnicity can protect against the development of eating disorder symptoms. Denouncing the thin ideal, minimizing appearance as an indicator of female value, and emphasizing personal traits other than appearance as determinants of worth are important in protecting against the development of body dissatisfaction and more severe eating pathology.

This study explored adult women’s lived experiences with body dissatisfaction. Using a multi-methods qualitative approach incorporating in-depth semi-structured interviews and arts-based projects, women between the ages of 20-39 engaged in a critical exploration of their body experiences in order to deepen understanding of the psychological construct of body dissatisfaction and its ongoing influence in their lives. Ten women from diverse social and ethnocultural backgrounds took part in the study, completing 1-2 interviews, an in-session drawing exercise, and a creative project. Interview transcripts, drawings, and creative projects were analyzed for themes using an hermeneutic phenomenological approach. Four core categories emerged from the data. The first category contained the women’s understanding of the experience and meaning of body dissatisfaction. The second category captured the external reinforcement of body dissatisfaction and related body beliefs. The third emergent category delineated the impact of body dissatisfaction on daily life, including body-self relationships and interpersonal relationships. The final category captured the difficulties the women encountered as they attempted to overcome their feelings of body dissatisfaction and their negative body beliefs. This research highlighted the complex and multidimensional meaning of body dissatisfaction in adult women’s lives.