In the past 30 years there has been a rapid and exponential growth in the numbers of people electing to complete all or part of their studies outside of their country of origin. This phenomenon has attracted considerable research attention, not least from those who are interested to describe the benefits seen to accrue from the opportunity this provides for an extended encounter with linguistic and cultural diversity. Notably, the widespread assumption that this can generate a new form of learning, commonly referred to as intercultural learning, which is understood to comprise increased tolerance, empathy and openness to the linguistic and cultural other. Despite the limited research data to substantiate these claims, among those interested to develop educational responses to globalization, the potential of intercultural contact to generate intercultural learning has considerable appeal and has been co-opted in the development of policy and practice to promote global citizenship at all levels of education. This has contributed to the emergence of a particular discourse about intercultural learning and is further fuelling the development of both short and long-stay study abroad programmes. This discourse is, however, increasingly called into question on account of the perceived overly-simplistic constructions of interculturality and learning on which it is premised. In particular, there is a growing recognition of the need to develop situated accounts of people’s everyday encounters with linguistic and cultural others which acknowledge the exigencies of the setting, as well as the impact of wider political economic and historical discourses on their positioning in intercultural encounters. The generation of ‘thick’ descriptions of people’s lived experiences of interculturality in global educational contact zones, it is argued, can lead to a more nuanced account of the intercultural learning these can afford. This was the aim of the study reported in this thesis. The study undertaken explores the relationship between an experience of interculturality and learning among 14 international students during their year-long sojourn at a university in the UK. Drawing upon a socially constructed relational understanding of learning informed by the transactional and dialogic conceptualization of learning developed by Dewey and Bakhtin among others, the study sought to generate a narrative account of participants’ experiences and learning generated from periodic individual and group interviews over the year as well as reflective accounts in participants portfolios and other opportunistic conversations recorded in the researcher log. Primary analysis of the data revealed that participants’ experiences generated a number of forms of learning. One of these, ‘learning about self in relation to linguistic and cultural other’ was identified as a form of intercultural learning, comprising learning to be more open to the other and learning about linguistic and cultural positioning. This was subsequently explored in more depth, revealing a complex interplay between these two elements and the strategic actions taken by participants to manage their encounters with linguistic and cultural others. These results revealed considerable differences in the learning trajectories and outcomes resulting from their intercultural encounter. The findings also point to the importance of sustained commitment to intercultural dialogue on the part of individuals and the perception of their ethical treatment by others as important to the direction their learning trajectories take. On the basis of these findings, it is argued that while an encounter with linguistic and cultural other may lead to increased tolerance, empathy and openness to other associated with the way intercultural learning is employed in much of the research literature, the strategic actions learners take to negotiate their linguistic and cultural positioning will critically inform the extent to which they develop these qualities. The thesis concludes with a discussion of the ways in which a situated and relational conceptualization of interculturality and learning is seen to contribute to a more informed and deeper understanding of the sorts of intercultural learning that are made possible by an intercultural encounter. I also identify a number of research agendas which can build upon the insights provided by the study.

This thesis concerns the mediation of history in a public arena in society, namely in historical exhibitions in museums. The foci of the thesis are exhibitions on migration history, cultural encounters, “Us” and “the Others”, and in particular how relations based on the principles of class, gender and ethnicity are mediated. The research concerns two exhibitions – "Afrikafararna" (The Travellers to Africa) and "Kongospår" (Traces of Congo). In this thesis museums are viewed as arenas for public education and meaning-making. It explores how the historical contents as well as the forms of mediation in the exhibitions correspond to the task of promoting democracy that has been assigned to Swedish museums. This task is expressed in the intentions of the respective museums, in the general policies on culture and also in the policy documents for schools. Therefore the thesis also explores how pupils and teachers understand the mediation of history and use the museum as a source for learning. Exhibitions are regarded in this thesis as mediation processes of history. Three distinct phases can be seen in this process – the phase of production, the phase of mediation and the phase of reception. People connected to the different phases, such as curators, producers, museum educators, and pupils, have been interviewed. These interviews show how conditions, convictions and scope for action influence how the stories of migration and cultural encounters are told and understood. The contents of the exhibitions are analysed from a perspective of class, gender and ethnicity. Furthermore, the limitations and possibilities for the visitors to intensify their historical consciousness are discussed. The study shows how economic conditions and access to historical source material influence the way history is mediated, but also, and to a very large extent, convictions on pedagogy and concepts of history among museum staff. The latter two are determining factors when it is made clear that the way the historical source material is used results in the fact that history is mediated in a way that does not correspond to the intentions and goals to promote democratic values, such as equality, and active democratic readiness for action. The study shows that the exhibitions in question mediate patterns of subordination and asymmetrical relations between women and men and between Swedes/Scandinavians and Africans in their mediation of history. There are sometimes very distinct lines between “Us” and “the Others”. One of the exhibitions offers more space for individual meaning-making and reflection than the other, however, because of its problematization of the occurrence of African artefacts in Scandinavia and because there are more stories and more voices in the exhibition. The interviews with teachers and pupils show that the visits to the exhibitions are often isolated events that are rarely incorporated into the students’ education in a prolonged theme or perspective. Several students uncritically accepted the mediation in the exhibition, others were provoked and challenged, but the students had little opportunity to discuss these experiences in either the museum or in school. In summing up, several of the results of the analysis show that the mediation of history in the exhibitions cannot be described as corresponding to the demands of a democratic conception of education.

Throughout the last years, the service encounter has gone through drastic changes due to rapid technological developments. The research area of service marketing is therefore putting a stronger focus on the academic field of technology-infused service encounters. Marketers have moreover also started to implement self-service technology (SST) within their service encounters, in order enhance their service delivery. This phenomenon has also been visible within the hospitality industry, whereby the hotel industry has experienced an increasing adoption of SST encounters. Consequently, hotels’ implementation of SST kiosks has enhanced the hotel guests’ participation level within the service encounter. Therefore, this thesis aims to gather insights on the emerging SST customer roles, by investigating the guests’ attitude towards the SST encounter. This leads to the investigation of distinctive SST customer roles within hotels’ self-check-ins.   The choice of the research topic was driven by the fact that existing research about SST implementation in the service encounter, lacks an investigation of the customers’ perspective. Thereby, a research gap was identified that outlays the customers’ enhanced participation as service co-producers. Previous research has focused on investigating customers’ technology acceptance, rather than their own identification as co-producers. Thereof, this thesis will put an emphasis on hotel guests’ attitude towards SST, as a specific aspect of the technology acceptance process. Moreover, this thesis will focus its investigation on self-check-ins within hotels that do not incorporate a human interaction point for their guests. Consequently, in order to investigate the SST customer roles more thoroughly, this thesis will also consider the viewpoint of the hotel. Therefore, qualitative interviews among nineteen hotel guests and one hotel representative were conducted.   The findings of this thesis revealed that SST customer roles cannot be predetermined within a hotel self-check-in. Instead, the hotel guests define their own SST customer roles through a reflection upon their purpose of the hotel stay, expectations of the check-in encounter, arising special needs and perceived benefits of the self-check-in. This determines their individual ‘role file card’, which can be utilized into the proposed SST customer roles archetypes of: technology enthusiast, beneficiary, traditionalist and contradictor. In regard to that, it has been identified that the information provided prior to the hotel guests’ stay, influences the reflection upon their SST customer roles. Moreover, it was discovered that with their increased responsibility over the check-in process, the hotel guests identified themselves as co-producers. Therefore, the findings outlined that the guests would want the price of the hotel stay to reflect their increased involvement in the service delivery.   From a theoretical perspective this thesis bridged the identified research gap of investigating hotel guests’ attitude towards SST, in order to classify the different customer roles that arise within a hotel’s self-check-in. Moreover, the findings revealed practical implications for hotel managers in regards of the need to provide their guests with more information about the SST encounter. Thereby, hotel managers will be enabled to increase their guests’ satisfaction with the SST encounter, as the guests’ expectations would be coherent with the hotel’s offerings.

The intensifying idea that AI soon will be a part of our everyday life allows for dreams about the complex relationship we one day could have with non-biological social intelligence. However, establishing societal and individual acceptance of AI-powered autonomy in disciplines built upon to the reliance to human competence raises a number of pressing challenges. One of them being, what system components will engender respectively counteract cognitive trust in socially oriented AI-automated processes?   This masters thesis tackles the seemingly ambiguous concept of trust in automation by identifying and evaluating system components that affect trust in a confined and contextualised setting. Practically, we design, construct and test an AI-powered chatbot, Ava, that contains socially oriented questions and feedback about study- and vocational guidance. Through a comparative study of different system versions, including both quantitative and qualitative data, we contribute to the framework for identifying and evaluating human trust in AI-Automated service encounters. We show how targeted alterations to design choices constituting the system components transparency, unbiasses and system performance, identified to affect trust, has consequences on the perception of the cognitive trust concepts integrity, benevolence and ability. Our results display a way of conduct for practitioners looking to prioritise and develop trustworthy autonomy. More specifically, we account for how cognitive trust is decreased when system opacity is increased. Moreover, we display even more concerning effects on trust due to micking contextual bias in the conversation agent.

Made available in DSpace on 2016-04-28T20:39:12Z (GMT). No. of bitstreams: 1 Nadia Regina Prando.pdf: 1803179 bytes, checksum: aaee4b537777e8993dcc7a3448ce8152 (MD5) Previous issue date: 2016-03-04 / Conselho Nacional de Desenvolvimento Científico e Tecnológico / Assuming that the maturity of a child depends on the baby's skills associated with the mother's ability to care for and to maintain a silent communication with your baby, known as the capacity of a woman entering the state of primary maternal preoccupation (Winnicott, 1956), this research aims to investigate psychoanalytic preventive interventions, called workshops with groups of pregnant women, favoring transformational encounters. These workshops were conducted by the author of this, a volunteer at Habitare NGO. The population attended in this research is on a state of psychosocial vulnerability, they attend an institution partner of Habitare NGO, which since 2004 develops social projects characterized by psychological interventions with low-income population as a biopsychosocial measure of prevention and intervention in mental health. Three workshops are described and analyzed, from the psychoanalytic method. The analysis takes into account the different setting and management, the analyst's performance, the transformational encounters and the use of material mediators as sewing, songs and books. All of Habitare's projects have characteristics that favor the use of creativity in social-clinical treatments, allowing the analyst to fit through the needs of a vulnerable and in need population, through the offering of setting and management differents from the classical psychoanalysis / Considerando como princípio básico que o amadurecimento infantil depende das competências do bebê associadas à capacidade da mãe de cuidar e manter uma comunicação silenciosa com ele, ou seja, de a mãe entrar em estado de Preocupação Materna Primária (Winnicott, 1956), a presente pesquisa pretende investigar a importância da aplicação de intervenções psicanalíticas preventivas, em grupo com gestantes, denominadas Oficinas favorecedoras de experiências transformacionais. Estas oficinas foram realizadas pela autora deste trabalho, no período em que foi voluntária da organização não governamental Habitare. A população atendida nesta pesquisa se encontra em estado de vulnerabilidade psicossocial e frequenta uma instituição que mantém parceria com a referida ONG. A Habitare desenvolve desde 2004 desenvolve projetos sociais caracterizados pela atuação psicológica em comunidades de baixa renda como medida biopsicossocial de prevenção e intervenção em saúde mental. Três oficinas são descritas e analisadas empregando-se o método psicanalítico. A análise leva em conta o setting e manejo diferenciados, a atuação da analista, os encontros transformacionais e o uso da costura, músicas e livros. Todos os projetos da Habitare apresentam características que favorecem o uso da criatividade no atendimento clínico-social, permitindo que a analista se adeque às necessidades advindas de uma população carente e desamparada através de holding, setting e manejo diferenciados

Esta investigação teórica procura identificar pontos de aproximação entre o conceito de potência orgástica, formulado pelo psiquiatra e psicanalista austríaco Wilhelm Reich (1897-1957), e o desempenho esportivo. Para isso procuramos focalizar o processo de evolução do conceito tendo como base os textos em que o apresenta e o define, partindo então para a exploração a respeito do conjunto de matizes e nuances que constituem a visão particular que Reich atribui ao termo potência. Em seguida, buscamos realizar essa aproximação com o desempenho esportivo nos sustentando em pesquisadores do tema, de modo a estabelecer pontos comuns de diálogo e similitudes que permitem um olhar sobre o desempenho esportivo à luz da obra reichiana, com especial ênfase à sua visão de potência. Por fim, fazemos uso da contribuição original de Albertini (1997) a respeito dos encontros potentes como forma de adicionar elementos à nossa reflexão e oferecer contribuições à compreensão do desempenho esportivo sob a ótica da psicologia profunda. Entendido primeiramente como a capacidade do indivíduo de se entregar ao fluxo de suas excitações sexuais no ato amoroso, de modo a atingir o orgasmo e assim descarregar sua libido represada, a evolução da obra de Reich aponta para a utilização do conceito de potência em outras dimensões da vida, nos levando a compreender que a visão de potência em Reich se refere à capacidade de ser humano estar presente e entregar-se em tudo aquilo que realiza. Essa visão se aproxima de conceitos utilizados na psicologia do esporte a respeito de estados ótimos de prontidão para o desempenho esportivo, apontados por alguns autores como ideais para a obtenção de resultados superiores. Essa aproximação, quando colocada sob o prisma da ideia de encontros potentes, nos permite reavaliar os aspectos estruturais que o conceito de potência possui no pensamento reichiano, assim como considerar a interferência dos processos transferenciais no desempenho esportivo, apontando para a ideia de que o desempenho esportivo não é afetado apenas por condições psíquicas individuais e isoladas do meio, mas especialmente pelo campo transferencial que se compõe no momento em que o desempenho ocorre / This theoretical investigation aim at the identification of approach points between the concept of orgastic potency, formulated by the Austrian psychiatrist and psychoanalyst Wilhelm Reich (1897-1957), and sport performance. To achieve this intent we first try to focus on the concept´s development process, based on the writings in which Reich presents it and defines it. Then, we continue to search and exploit the set of shades and nuances that make up the particular vision that Reich gives to the term potency. Following, we seek to achieve this approach to sports performance with the support of researchers in this area, in order to establish a common ground of dialogue and point out similarities that allow a glimpse into sports performance through the light of Reich\'s work, with special emphasis on his vision of potency. Finally, we use the original contribution of Albertini (1997) about the \"potent encounters\" as a way to add elements to our reflection and offer contributions to the understanding of sports performance from the perspective of depth psychology. Understood primarily as the ability of an individual to surrender to the free flow of his sexual excitations in lovemaking, in order to achieve orgasm and so discharge their repressed libido, the evolution of this concept points to the use of the term potency in other dimensions of life. Thus, leading us to the understanding that potency, in Reich´s view, refers to the ability of human beings to surrender and be present in everything they do in life. This view is similar to some sport psychology´s concepts about optimal states and readiness for performance, pointed out by some authors as ideal for achieving superior results. This approach, when placed under the light of the potent encounter´s notion, allows us to re-evaluate the structural aspects that the potency concept has on Reich\'s thinking, as well as to consider the interference of transference processes in sports performance. With this we were able to point at the idea that sport performance are not influenced only by individual and isolated psychological conditions, but specially by the transference field composed at/in the moment the performance occurs

I min vetenskapliga essä beskriver jag självupplevda situationer som behandlar fyra barn i förskolan och pedagogernas agerande. Berättelserna handlar vid första anblick om pedagogers relationsbyggande och relationskompetens och huruvida de lyckas eller misslyckas att bemöta barnets behov och känslor. I ett relationellt perspektiv, behandlas den första forskningsfrågan, hur pedagogen kan möta barnet för att bygga en god och professionell relation. Det relationella perspektivet har ett fokus på mötet mellan pedagog och barn, med begrepp som relationsbyggande, relationskompetens, barnets perspektiv, trygga relationer; utifrån docenten Emilson, professor Frelin, familjeterapeuterna Juul & Jensen, barnforskaren Johansson samt professor Aspelin och amerikanska professorerna McNally & Slutsky. Jag vidgar mitt synfält med den andra forskningsfrågan, hur pedagogen kan förstå och möta den andres annanhet. Genom ett hermeneutiskt perspektiv söker jag förstå och möta annanheten som varje människa besitter och hur detta påverkar mötet mellan pedagogerna samt mellan pedagog och barn. Jag reflekterar över mitt eget och andras agerande. Jag synliggör hur föreställningar om barnet och min konstruktion av pedagoger, kan påverka min förståelse för och mötet med den andre. Polisen Heder behandlar att professionen ansvarar för ett empatiskt möte. Filosofen Gadamer och hans begrepp förståelsehorisont, används genomgående, tillsammans med begreppet annanhet. Fil.dr. Bjervås och docenten Emilson bidrar till en ytterligare förståelse för annanheten, genom olika föreställningar om barnet. Vidare reflekterar jag över min konstruktion av den andre samt även mitt ansvar i kunnandet, med hjälp av docenterna Hjertström Lappalainen & Schwarz. Syftet med essän är att problematisera förskolan som en komplex mötesarena av relationer, erfarenheter, annanheter och föreställningar, vilket jag med mina perspektiv och forskningsfrågor ämnar synliggöra. Begreppet förståelsehorisont och mötet med annanheten, har givit mig en bredare blick för mitt framtida kunnande. Metoden har varit essäskrivandet, min berättelse, reflektion över erfarenheten, den teoretiska förankringen, mentorsamtal och en skrivgrupps reflektioner. Undersökningsmetoden har varit berikande då min praktiska kunskap har problematiserats och kan således utvecklas. / In my scientific essay, I describe self-experienced situations that deal with four children in preschool and the educators' actions. The stories are at first sight about educators' relationship building and relationship skills and whether they succeed or fail to respond to the child's needs and feelings. In a relational perspective, the first research question is addressed, how the educator can meet the child to build a good and professional relationship. The relational perspective focuses on the encounter between educator and child, with concepts such as relationship building, relationship skills, the child's perspective, safe relationships; from the docent Emilson, Professor Frelin, family therapists Juul & Jensen, child researcher Johansson and Professor Aspelin and American Professors McNally & Slutsky. I broaden my sight with the second research question, how the educator can understand and meet the other's otherness. Through a hermeneutic perspective, I seek to understand and meet the otherness each person possesses and how this affects the encounter between the educators as well as between educators and children. I reflect on my own and others' actions. I visualize how assumptions of the child and my construction of educators, can affect my understanding of and the encounter with the other. Policeman Heder deal with the profession as responsible for an empathetic encounter. The philosopher Gadamer and his concept horizon of understanding, is used consistently, with the concept otherness. PhD Bjervås, and the docent Emilson contribute to a further understanding of the otherness, through different assumptions of the child. Furthermore, I reflect on my construction of the other as well as my responsibility in the know-how, with the help of docents Hjertström Lappalainen & Schwarz. The purpose of the essay, is to problematize preschool as a complex arena of encounters, with relationships, experiences, otherness and assumptions, which I aim to make visible with my perspectives and research questions. The concept horizon of understanding and the encounter with the otherness, has given me a broader view of my future know-how. The method has been my essay writing, my story, reflection on the experience, the theoretical framework, mentor conversation and a writing group’s reflections. The research method has been enriching as my practical knowledge has been problematized and can thus be developed.

Background: Endometriosis is a chronic disease that approximately one out of ten women suffer from. The disease affects many aspects of the women’s lives. The health care’s lack of knowledge results in a delayed diagnosis, which increases the risk of infertility, a negative psychological impact and an unnecessary suffering. The professionals describe the lack of knowledge as a barrier which complicates the interactions and care they want these women to receive. The women´s partners describe a feeling of being powerless and a concern about women´s wellbeing and the consequences of the disease. Aim: Was to describe women´s experience of living with endometriosis. Method: Literature review of 15 scientific articles. Results: The result of the study describes women’s experiences of living with endometriosis. The authors concluded the women’s experiences in five different themes, pain, fertility, psychological impact, health care encounters and limitations of life. These themes describe the disease’s impact on women’s lives and what limitations they experience due to endometriosis, but also the women’s health care encounters, which for the most part is described as negative and trivializing. Discussion: The discussions are based on the following headings, life with endometriosis, the Swedish National Board of Health's guidelines, education might be the answer and the multidisciplinary work. The authors discussed women’s experience of the disease and how the guidelines from The Swedish National Board of Health´s are supposed to improve care of endometriosis patients. They also discussed how education of both caregivers and patients can improve these women’s situation, and lastly what roll the multidisciplinary team can play. The discussion originated from Katie Eriksson’s nursing theory. / Bakgrund: Endometrios är en kronisk sjukdom som drabbar ca en av tio kvinnor och som påverkar många aspekter av hennes tillvaro. Bristande kunskap hos vårdgivarna gör att dessa kvinnor får vänta på diagnos vilket medför ökad risk för infertilitet, psykisk påverkan och ett onödigt lidande. Vårdgivarna beskriver att deras bristande kunskap försvårar möjligheterna till ett bemötande och en vård som de vill att kvinnorna ska få. Kvinnornas partners beskriver en maktlöshet och en oro kring kvinnornas mående samt sjukdomens konsekvenser. Syfte: Var att beskriva kvinnors upplevelser av att leva med endometrios. Metod: Litteraturöversikt av 15 vetenskapliga artiklar. Resultat: Resultatet av litteraturöversikten beskriver kvinnornas upplevelser av att leva med sjukdomen endometrios. Författarna summerade upplevelserna i fem teman, smärta, fertilitet, psykisk påverkan, bemötande i vården och begränsningar i vardagen. Alla dessa teman beskriver hur kvinnorna påverkas av sjukdomen och hur de upplever att sjukdomen begränsar deras liv på olika sätt, men också deras upplevelser av vården, som till största del består av negativa erfarenheter och trivialisering av sjukdomen.  Diskussion: Diskussionen förs kring följande rubriker, livet med endometrios, Socialstyrelsens riktlinjer, utbildning kan vara lösningen och multidisciplinärt arbete. Författarna har under dessa rubriker diskuterat kvinnornas upplevelser av sjukdomen, hur Socialstyrelsens riktlinjer ska förbättra vården, på vilka sätt författarna tror att utbildning kan förbättra kvinnornas situation samt vilken roll det multiprofessionella teamet har för kvinnorna. Diskussionen har förts med Katie Erikssons omvårdnadsteori som utgångspunkt.

Counterproductive employee behaviors are inevitable, unpredictable, and widespread in the U.S. retail industry. The purpose of this multiple case study was to explore U.S. midlevel retail leadership strategies used to prevent and correct employee behaviors that sabotage quality service encounters. Gilbert's behavior engineering model, which links employee behaviors to performance, was the framework used in this study. The data-collection process comprised 7 semistructured interviews with midlevel retail leaders, online company documentation, and researcher observations and assisted in achieving methodological triangulation. Member checking ensured the accuracy of participant responses, while Moustakas' modified van Kaam method was used to guide the data analysis process. Making the customer service experience special, employee rudeness and bad attitudes, and leading by example were the primary emergent themes. The participants revealed key behavior intervention and corrective strategies prior to termination consisted of only 2 steps: coaching or 1-on-1 discussions and formal training. The findings of this study may contribute to retail business practices by expanding existing leadership strategies to engineer employee behaviors that produce consistent quality service encounters, empower employees, improve consumer satisfaction, and increase retail profitability and competitiveness. Resultant retailers' profitability and consumer satisfaction may contribute to social change by directly impacting the U.S. gross domestic product, local communal tax base, and reinforce human civility throughout the retail industry.

<p><strong>Problem: </strong>The nature of insurances, and indeed the customer-provider relationship in insurance services, lends itself to distinctive characteristics. These characteristics have particular implications on overall perceived service and relationship quality, and thus customer retention. The arguably singular characteristic of mutual mistrust prevalent in insurance service relationships, is a source for costs and lost profitability for insurance companies in Sweden. Bridging the “gap of mistrust”, potentially offered by a seemingly simple service, could entail significant benefits for both parties in an insurance service relationship.</p><p><strong> </strong></p><p><strong>Research Questions: </strong>Does the Aronda Service have the potential to improve a damage adjustment process in a provider-customer insurance service relationship?</p><p><strong> </strong></p><ul><li>Can a more effective damage adjustment process improve an insurance service relation between provider and customer?</li></ul><ul><li>To what extent do the providers perceive that the damage adjustment process is critical to a customer’s stay or switch decisions in an insurance service relationship? </li></ul><p><strong> </strong></p><p><strong>Purpose: </strong>The aim of the thesis is two-fold:</p><ol><li>The aim is to investigate and describe the impact of the damage adjustment process in customer relationships between the privately insured and property insurance companies in Sweden</li><li>And to assess, the potential of the Aronda Service to improve customer relations for insurance companies by improving (in terms of customer satisfaction) the damage adjustment process.</li></ol><p><strong>Methodology: </strong>A qualitative method with deductive reasoning was used. The highly contextual nature of customer-provider relationships was deemed, for the purpose of the study, best suited using a qualitative method. Data collection comprised of interviewing several professionals pertaining to the field of property insurance and damage adjustment, academic literature, peer-reviewed articles, and Ph.D. Dissertations.</p><p><strong> </strong></p><p><strong> </strong></p><p><strong> </strong></p><p><strong>Theoretical Approach: </strong>The theoretical approach is based on consolidation of widely used theories in the field of service and relationship in the “Critical episode on insurance relationships” perspective, presented by Mikael Gidhagen, Senior lecturer at Uppsala University, Sweden. Although the perspective is originally created for B2B relationships, proved great applicability and relevance.</p><p><strong> </strong></p><p><strong>Empirical foundation: </strong>The empirical foundation consisted of a number of interviews with respondents with extensive corporate and private insurance industry experience. The secondary empirical information was gathered from governmental, consumer services, and industry regulatory bodies’ websites and publications.</p><p><strong>Conclusion: </strong>The uncovered prominent issues in insurance relationships between private individuals and property insurance service providers can at the very least be aided, if not solved, to the benefit of both parties by the proposed digital version of the Aronda “Black Box”. As the importance of documentation in more cases of insurance claims than not are paramount, and by decreasing the coverage knowledge gap of customers, facilitating a matching of service expectations and actual service delivery, customer satisfaction can be more readily achievable for insurance provider. A readily achievable level of customer satisfaction, in turn, means probably prolonged customer retention, and ultimately higher profitability for the insurance companies. As “it cost more to attract a customer, than it does to keep one.”</p><p><strong> </strong></p>