<p><strong><p>Abstract</p><p> </p></strong>This essay is written to answer the questions of why, how and against who employees in the service sector use humour, charm and flirt in the interaction with their customers. The service management research is quite extensive, but despite this the research partly misses studies around why employees tend to act in certain ways while interacting with their customers. To understand the reasons of why they act in these particular ways, we need to know which factors that can be crucial when it comes to the employees’ behaviour in these situations. By knowing the underlying reasons of using a special way to communicate with customers, it is much easier to achieve a clearer overview of the subject. That is why we also have studied if the employees tend to act different the moment they start the daily work, by taking on a mask or play a role. Of course many factors can play a ruling role in this quite wide concept, and that is why we have delimited the study to contain what we believe is the most important and revealing research within the service management discourse.</p><p>To get to this understanding we formulated some questions to answer. These questions are the following. </p><p>Why does service employees use humour, charm and flirt in the customer interaction?</p><p>In which ways does the use of humour, charm and flirt show?</p><p>Against whom does service employees use humour, charm and flirt?</p><p>Is there a connection between the concepts humour, charm and flirt?</p><p>By interviewing employees within the service sector we came to the conclusion that they use humour, charm and flirt to create a pleasant atmosphere for the customer. The employees also mentioned that it is more fun to work in a positive atmosphere. The use of humour, charm and flirt was mostly described as something that was adapted to every single customer. That means that the use humour, charm and flirt could imply several different things as for example joking, being rude in a friendly way and it could sometimes even mean verbally flirting, but in a friendly way, with regulars. The employees’ use of humour, charm or flirt was explained as something that was applied on many customer, depending on the judgement that was made by the employee based on what signals the customer sends out. Finally, by exploring the concepts, we found that there is an explicit connection between them. You are able to see a quite clear connection between humour and charm as well as between charm and flirt, since charm tended to be an extension of both these concepts. Humour and flirt where also connected since for example one employee described flirt as something that was only used with regulars. The conclusion of this is that employees in these matters only flirt with people they know and with people they therefore can assume do not take it the wrong way.</p> / <p><strong><p>Sammanfattning</p></strong></p><p>Denna uppsats är menad att besvara frågeställningarna varför, hur och mot vilka serviceanställda använder sig av humor, charm och flirt i kundmötet. Service managementforskningen är oerhört omfattande, trots detta saknas det delvis forskning kring anledningarna till serviceanställdas beteende gentemot sina kunder. För att förstå dessa olika typer av agerande behöver vi känna till de faktorer som kan vara avgörande i dessa situationer. Genom att känna till de bakomliggande skälen till ett visst förhållningssätt gentemot kunden, är det också lättare att uppnå en vidare förståelse inom ämnet. Det är bland annat därför vi också har studerat om de anställda, när de arbetar, tenderar att agera på ett annat sätt än de till vardags beter sig genom att exempelvis ikläda sig en roll eller "ta på sig en mask". Självklart är de faktorer som kan vara avgörande för resultatet i detta vida begrepp många, och därför har vi avgränsat oss till att endast ta upp sådan forskning som vi tycker är relevant, och för arbetet mest givande, inom service managementdiskursen.</p><p>För att få en klarare bild av vad undersökningen i själva verket ska klargöra utformade vi fyra frågeställningar. Frågorna är följande.</p><p>Varför använder sig anställda av humor, charm och flirt i kundmötet?</p><p>Vilka konkreta uttryck tar sig användandet av humor, charm och flirt?</p><p>Mot vilka personer används humor, charm och flirt?</p><p>Finns det någon koppling mellan humor, charm och flirt?</p><p>Genom att genomföra intervjuer med anställda inom servicesektorn kom vi fram till att de använder humor, charm och flirt för att skapa en trivsam atmosfär för kunden. De anställda nämnde att det också är roligare att arbeta i en miljö präglad av positivitet. Användandet av humor, charm och flirt blev mestadels beskrivet som något den anställde anpassade efter de olika kundernas enskilda behov. Detta innebär att tillämpandet kunde innefatta flera olika typer av beteende såsom skämtsamhet, oförskämdhet på ett vänskapligt sätt. Det kunde i vissa fall även innebära verbalt flirtande, också på ett vänskapligt sätt, då framförallt med stamgästerna. Användandet av humor, charm och flirt förklaras av intervjupersonerna som något som är applicerbart på många kunder, beroende på den bedömning av varje kund som den anställde utförde genom att tolka de olika signaler kunden sänder ut. Slutligen, genom att utforska de olika begreppen, kom vi fram till att det finns ett klart samband mellan dem. Mellan humor och charm samt mellan charm och flirt går det att se en tydlig koppling, då charm tenderar att fungera som någon sorts mellanting mellan de båda "extremerna" humor och flirt. Humor och flirt har också en liten koppling. En anställd säger till exempel att hon flirtar med sina stamgäster. Av detta drar vi slutsatsen att denna typ av flirt enbart uppstår då den anställde är bekant med gästen, varpå själva flirten blir mer humoristisk och vänskaplig. Den anställde kan därmed i högre grad anta att gästen inte tar flirten på fel sätt.</p>

Abstract   This essay is written to answer the questions of why, how and against who employees in the service sector use humour, charm and flirt in the interaction with their customers. The service management research is quite extensive, but despite this the research partly misses studies around why employees tend to act in certain ways while interacting with their customers. To understand the reasons of why they act in these particular ways, we need to know which factors that can be crucial when it comes to the employees’ behaviour in these situations. By knowing the underlying reasons of using a special way to communicate with customers, it is much easier to achieve a clearer overview of the subject. That is why we also have studied if the employees tend to act different the moment they start the daily work, by taking on a mask or play a role. Of course many factors can play a ruling role in this quite wide concept, and that is why we have delimited the study to contain what we believe is the most important and revealing research within the service management discourse. To get to this understanding we formulated some questions to answer. These questions are the following.  Why does service employees use humour, charm and flirt in the customer interaction? In which ways does the use of humour, charm and flirt show? Against whom does service employees use humour, charm and flirt? Is there a connection between the concepts humour, charm and flirt? By interviewing employees within the service sector we came to the conclusion that they use humour, charm and flirt to create a pleasant atmosphere for the customer. The employees also mentioned that it is more fun to work in a positive atmosphere. The use of humour, charm and flirt was mostly described as something that was adapted to every single customer. That means that the use humour, charm and flirt could imply several different things as for example joking, being rude in a friendly way and it could sometimes even mean verbally flirting, but in a friendly way, with regulars. The employees’ use of humour, charm or flirt was explained as something that was applied on many customer, depending on the judgement that was made by the employee based on what signals the customer sends out. Finally, by exploring the concepts, we found that there is an explicit connection between them. You are able to see a quite clear connection between humour and charm as well as between charm and flirt, since charm tended to be an extension of both these concepts. Humour and flirt where also connected since for example one employee described flirt as something that was only used with regulars. The conclusion of this is that employees in these matters only flirt with people they know and with people they therefore can assume do not take it the wrong way. / Sammanfattning Denna uppsats är menad att besvara frågeställningarna varför, hur och mot vilka serviceanställda använder sig av humor, charm och flirt i kundmötet. Service managementforskningen är oerhört omfattande, trots detta saknas det delvis forskning kring anledningarna till serviceanställdas beteende gentemot sina kunder. För att förstå dessa olika typer av agerande behöver vi känna till de faktorer som kan vara avgörande i dessa situationer. Genom att känna till de bakomliggande skälen till ett visst förhållningssätt gentemot kunden, är det också lättare att uppnå en vidare förståelse inom ämnet. Det är bland annat därför vi också har studerat om de anställda, när de arbetar, tenderar att agera på ett annat sätt än de till vardags beter sig genom att exempelvis ikläda sig en roll eller "ta på sig en mask". Självklart är de faktorer som kan vara avgörande för resultatet i detta vida begrepp många, och därför har vi avgränsat oss till att endast ta upp sådan forskning som vi tycker är relevant, och för arbetet mest givande, inom service managementdiskursen. För att få en klarare bild av vad undersökningen i själva verket ska klargöra utformade vi fyra frågeställningar. Frågorna är följande. Varför använder sig anställda av humor, charm och flirt i kundmötet? Vilka konkreta uttryck tar sig användandet av humor, charm och flirt? Mot vilka personer används humor, charm och flirt? Finns det någon koppling mellan humor, charm och flirt? Genom att genomföra intervjuer med anställda inom servicesektorn kom vi fram till att de använder humor, charm och flirt för att skapa en trivsam atmosfär för kunden. De anställda nämnde att det också är roligare att arbeta i en miljö präglad av positivitet. Användandet av humor, charm och flirt blev mestadels beskrivet som något den anställde anpassade efter de olika kundernas enskilda behov. Detta innebär att tillämpandet kunde innefatta flera olika typer av beteende såsom skämtsamhet, oförskämdhet på ett vänskapligt sätt. Det kunde i vissa fall även innebära verbalt flirtande, också på ett vänskapligt sätt, då framförallt med stamgästerna. Användandet av humor, charm och flirt förklaras av intervjupersonerna som något som är applicerbart på många kunder, beroende på den bedömning av varje kund som den anställde utförde genom att tolka de olika signaler kunden sänder ut. Slutligen, genom att utforska de olika begreppen, kom vi fram till att det finns ett klart samband mellan dem. Mellan humor och charm samt mellan charm och flirt går det att se en tydlig koppling, då charm tenderar att fungera som någon sorts mellanting mellan de båda "extremerna" humor och flirt. Humor och flirt har också en liten koppling. En anställd säger till exempel att hon flirtar med sina stamgäster. Av detta drar vi slutsatsen att denna typ av flirt enbart uppstår då den anställde är bekant med gästen, varpå själva flirten blir mer humoristisk och vänskaplig. Den anställde kan därmed i högre grad anta att gästen inte tar flirten på fel sätt.

No description available.

A precision measurement of the CKM angle γ from tree-level processes is one of the principal goals of the LHCb experiment. The results from this study are compared to predictions from two different theoretical models and from the default LHCb tuning of the PYTHIA Monte Carlo event generator, and the results shown to be in good agreement. The cross-section results are also compared to an independent LHCb measurement. LHCb analyses rely on the ability to identify kaons and pions with a high efficiency and low mis-identification rate, achieved by two Ring Imaging Cherenkov (RICH) detectors. To ensure optimal performance of the RICH detectors, the time alignment of the Level-0 (L0) front-end electronics modules has been optimised using a combination of a pulsed laser system installed in the LHCb cavern and pp collision data. After the time-alignment procedure, the L0 modules have been time-aligned to within approximately ° 1ns across both detectors.

This thesis presents a measurement of the charm mixing parameters x_D and y_D in prompt D⁰&rarr; K ⁰<sub style='position: relative; left: -.6em;'>S</sub> &pi;^&plus; &pi;^&minus; decays using 1 fb^-1 of data collected by the LHCb experiment during 2011. Mixing in charm is predicted to be small within the Standard Model, but there are significant uncertainties associated with calculating the long range contributions to the decay. Recent measurements made by LHCb and others have confirmed that mixing in charm exists at a rate of less than 1 &percnt;. With LHCb due to collect more data and Belle II being commissioned, the reduction of systematic uncertainties will become increasingly important. The D⁰&rarr; K ⁰<sub style='position: relative; left: -.6em;'>S</sub> &pi;^&plus; &pi;^&minus; decay provides sensitivity to both the magnitude and relative sign between the mixing parameters. It is also one of the few channels that can measure x_D directly. It is therefore crucial to study this mode in detail as more data becomes available. The work presented in this thesis utilises a model-independent description of the K ⁰<sub style='position: relative; left: -.6em;'>S</sub> &pi;^&plus; &pi;^&minus; Dalitz plot decay for the first time in the context of charm mixing. Previous mixing measurements with this final state have used a Dalitz plot amplitude model, and the associated systematic uncertainty is not straight forward to estimate or control. In its place, this analysis uses external, statistically-limited measurements of the strong-phase difference between D⁰ and &macr;<em style='position: relative; left: -.6em;'>_D⁰ obtained by CLEO as input. In addition, a data-driven technique is used to correct for decay time biases induced by the selection removing any systematic effects due to extracting this from simulated data. As the amount of available data increases, both of these techniques will become vital to improving our understanding of mixing in charm. In the CP convention used by Babar and adopted for this thesis, the measured mixing parameters are x_D = -(0.863 &plusmn; 0.527 (stat.) &plusmn; 0.171 (syst.)) &percnt;, y_D = -(0.026 &plusmn; 0.463 (stat.) &plusmn; 0.134 (syst.)) &percnt;. Both x_D and y_D are consistent with the current world averages.

This thesis presents two studies of charged charm meson decays using proton- proton collision data, corresponding to an integrated luminosity of 3 fb⁻¹, recorded by the LHCb experiment. A search for D_(s)^&plus; &rarr; &pi;^&plus;&mu;^&plus;&mu;^- decays is performed. Rare decays of charged charm mesons have not previously been observed unlike their counterpart B meson and kaon decays. Such decays are c &rarr; u quark transitions and take place via loop diagrams within the Standard Model. Measurements of their branching fractions are an indirect test of New Physics, whose virtual contributions may enhance such quantities. No signals are observed and the 90&percnt; (95&percnt;) CL limits on the branching fractions, the most stringent to date, are found to be, B(D^&plus; &rarr; &pi;^&plus;&mu;^&plus;&mu;^-) &LT; 2.9 (3.3) × 10^-8, B(D_s^&plus; &rarr; &pi;^&plus;&mu;^&plus;&mu;^-) &LT; 1.76 (1.91) × 10^-7. The charge asymmetry measurement of D+ &rarr; &pi;+&pi;0 using &pi;0 &rarr; e^&plus;e^-&gamma; decays is also described. Charge asymmetry in the Standard Model is expected to be small for charm meson decays. Any measured deviation from zero would be evidence of New Physics. This decay has not previously been observed at a hadron collider and the measurement acts as a 'proof of principle' study allowing a future analysis to examine the decay mode. No evidence of CP violation is found.

This thesis documents searches for direct CP violation in the Cabibbo-suppressed D+ to K-K+pi+ decay at the LHCb experiment. Two complementary analyses are described. Direct CP-violating asymmetries are predicted to exist in singly Cabibbo-suppressed charm decays with magnitudes of up to O(0.001) in the Standard Model, and can be enhanced to the percent level by contributions from new physics. No such asymmetry has yet been observed. The LHCb detector is a forward spectrometer with a precise vertex detector and powerful particle identification capabilities, designed to collect large, pure samples of charm and $B$ decays. Data collected at LHCb in 2010 corresponding to an integrated luminosity of 35pb^-1 are used to perform a model-independent search for direct CP violation in the D+ to K-K+pi+ decay. The Dalitz plot is divided into bins and a chi^2 test of the compatibility of the dataset with no CP violation is performed. No evidence of CP violation is found. A second search for CP violation in the region of the D+ to K-K+pi+ Dalitz plot around the phi resonance is described. The charge asymmetry in this decay is calculated and compared to that in the control channel D+ to Ks(pi+pi-)pi+. The 1.0fb^-1 of data collected at LHCb in 2011 are used. The CP-violating asymmetry is found to be (-0.04+/-0.14+/-0.14)% where the uncertainties are statistical and systematic, respectively. A new observable sensitive to CP violation that varies across the phi resonance is defined and measured, and is consistent with no CP violation at the current level of sensitivity. In addition, the CP-violating asymmetry in the decay Ds+ to Ks pi+ is determined to be (0.61+/-0.83+/-0.14)%. There is no evidence for CP violation in either channel. The prospects for new results using data collected in 2012 are very promising and a significant improvement in our understanding of these decays is anticipated.

This thesis presents the measurement of the production cross section of a W boson with a single charm quark in 7 TeV proton-proton collisions using the ATLAS detector at the Large Hadron Collider. The data analysed correspond to an integrated luminosity of 4.6 fb 1 and were collected during 2011. This is the first time that ATLAS data has been used for this particular measurement. This cross section is of particular interest as a probe of the strange quark density of the proton. Typically, the strange quark density is considered to be suppressed relative to that of the other light-quarks in the proton sea. However, some analyses suggest a more symmetric composition of light-quarks in the proton sea. The results of this study aim to improve the precision of the determination of the strange quark density. The analysis uses events where the W boson decays to a muon and a neutrino. In such events, the charm quark is identified by its semileptonic decay to a soft muon within a hadronic jet. The charge correlation between the W boson and the soft muon is exploited to reduce the backgrounds substantially. The analysis results are combined with those obtained using additional decay channels. The measured cross section provides further constraint for the determination of the strange quark density, advancing the knowledge of the fundamental structure of the proton. The results are compared with predictions of next-to-leading-order QCD calculations obtained using various parton distribution function parameterisations. Additionally, the ratio of the strange-to-down sea-quark distributions is determined to be 0.96+0.26 0.30 at Q2 = 1.9 GeV2. This supports the hypothesis of a symmetric composition of light-quarks in the proton sea. The cross section ratio (W+ + c)= (W + c) is also determined and compared with different predictions for the asymmetry of the strange and anti-strange quark distribution functions.

This thesis describes two pieces of work. The first is a study of the resolution of the LHCb vertex locator throughout Run 1. The second comprises analyses to measure the charm mixing and CP violation observables A_{Gamma} and y_{CP}.An estimate of the resolution of the LHCb vertex locator is required for use in the track fits. A method to measure the resolution with collision data has been developed and tested. The performance of the sub-detector throughout Run 1 of the LHC has been assessed. A significant degrading of the resolution has been seen. The effects of this on the track reconstruction has been examined with little change in the measured quantities being observed. The measurement of indirect CP violation in neutral D meson transitions has been measured through the observables A_{Gamma} and y_{CP}, using 1fb^{-1} of pp collisions with a centre of mass energy 7TeV, collected by the LHCb detector in 2011.A_{Gamma} describes the CP asymmetry of the lifetime of the D^0 decaying to a CP eigenstate (KK or pipi). The analysis documented here yields A_{Gamma} = (-0.17+-0.54)x10^{-3} when the measurements are combined. This is the world's best measurement and represented a factor of four improvement over the previous best result. The observable y_{CP} compares the effective lifetimes of the Cabibbo favoured decay D^0→Kpi and the transition to a CP eigenstate (KK or pipi). The unblinded result obtained in this document, averaged over both final states is y_{CP} = (5.61+-1.56)x10^{-3}. This result is commensurate with the world average central value within 1.25 standard deviations and has significance of 3.6 standard deviations relative to zero.

No description available.