This is a dissertation about customer focus. Customer focus is a concept that can be understood in terms of giving the customer what the customer wants. It has been argued that the industrial society has transformed into a service society with the obvious consequence that services nowadays play a leading part, not at least in regard to customer focus. The customer of today is claimed to have lost interest in mass consumption and is much attracted to personalized and unique solutions, something that results in the fact that businesses must create or develop customer focus, i.e. listen to the customer’s wishes, needs, and demands. According to most researchers in this field, “service excellence” is the primary aspect one firm can use in order to successfully compete with other similar firms. According to Service Management, customer focus is much about developing a personal relationship between the service provider (employee) and the customer. In order to that, the service provider needs to adjust his or hers behaviour in accordance with the customer. This circumstance has a tendency to lead to a “master-and-servant” relation, in which the service provider must obey the various wishes, needs, and demands any customer may have. Most studies on customer focus have been undertaken in the context of low skill service work, but the results have often (implicitly) been generalized to comprise all service work in the whole service sector. As a consequence of this situation, my survey takes on high skill service work (banking and health care). The main purpose of the survey is to examine if the results and analyses, presented from service management apply when the services are not low skill. The results from this survey shows that Service Managements heavily emphasis of the personal relationship between employee and customer – in which the service provider in some meaning need to undertake the role of a servant – can be questioned. The results also show that there is a discrepancy between (bank customers’ and patients’) opinion on an abstract comprehensive level and a specific level where various situations and errands are defined. Further, the dissertation shows that the various factors that can be included in the conception of customer focus, need to be examine more carefully. Some factors integrate in a way that makes it difficult to separate them, and one specific factor can in fact hold a variety of essences.

Au moment de l’élaboration du projet de la loi de la protection de la famille en 2007, il semblait exister un consensus général parmi les politiciens, les religieux, les universitaires et les activistes des droits de la femme, sur la nécessité de réformer les dispositions légales iraniennes concernant la famille. Pourtant, en dépit des attentes, la nouvelle L.P.F. a totalement maintenu la même structure de rapport entre les époux que celle qui avait été régie par les dispositions antérieures. Ces inégalités étant fondées sur le droit imamite, ont été justifiées depuis la fin des années 1960, par la théorie de non similitude exposée par Ayatollah Motahari. Selon la théorie de non similitude, du fait de leur différence de nature, l’homme et la femme ne peuvent pas avoir le même rôle : à la femme, le rôle de reproduction de la vie au sein de l’instance familiale, à l’homme la reproduction de la richesse afin de subvenir aux besoins de la famille. A travers l’étude des inégalités dans rapports personnels et patrimoniaux des époux, l’étude montre que cette division du travail n’assure pas une vie conjugale pacifique, digne et équilibrée. L’étude montre aussi que la protection matérielle de l’épouse dure uniquement durant la vie du mari. Par ailleurs, les mesures matérielles de protection théoriquement accordées à l’épouse, sont, en pratique, très difficiles à percevoir. En outre, cette compensation matérielle n’est pas suffisante pour réparer le dommage moral subi par celle-ci / At the time of drafting the family protection bill in 2007, there seemed to be a general consensus among politicians, religious, academics and women's rights activists on the need to revise the Iranian family law legislation. However, despite the anticipations, the new family protection law, has totally maintained the same structure of relation between the spouses as that which had been enacted in previous legislations. These inequalities, based on imamite law, have been justified since the end of the 1960s by the theory of non-similarity between man and woman, set forth by ayatollah Motahari. According to the theory of non-similarity, because of their difference in nature, men and women can not have the same tasks. To woman, the role of reproduction of life within the family; to man, the reproduction of wealth in order to provide for the needs of the family. But, the fact that several pecuniary relations between the spouses were affected by the new family protection law proves that from the point of view of the Iranian legislator, the balance which was supposed to dominate the relation between the spouses was disturbed. The study of inequalities in the personal and patrimonial relations of the spouses, the study shows that this division of task does not ensure a peaceful, dignified and balanced married life. The study also proves that the material protection of the wife lasts only during the life of the husband. On another note, the materiel protection measures that are theoretically granted to the wife, are practically very difficult to perceive. Furthermore, such material compensation is not sufficient to recompense for the non-pecuniary damage suffered by her

Denna kvalitativa intervjustudie sökte svar på frågan om hur tidigare kraftigt omotiverade elever som exponerats för allehanda insatser i syfte att stimulera studiemotivationen beskriver betydelsen av de olika påverkansfaktorer som ledde fram till att eleven i sin motivationsutveckling blev så studieinriktad att måluppfyllelsen räckte, eller såg ut att räcka, till minst en komplett gymnasieexamen. Resultaten gav för handen att endast en av skolans insatser beskrevs som betydelsefull: etablering av en förtroendefull relation med någon personal, oaktat vilken, men endast om den också utmynnade i en studieplan som eleven kunde tro på och som med fördel kontinuerligt följdes upp. Vårdnadshavares betydelse beskrevs som nästintill obefintlig. Studiens viktigaste bidrag utgörs av den mycket stora betydelsen av elevens egna beslutsamhet att såväl i som utanför klassrummet radikalt reducera umgänge med kompisar som inte sköter skolan och istället utveckla en nära vänskapsrelation till en annan allierad vän som tillsammans med eleven vill ta skolan på allvar. Samtliga informanters berättelser var därutöver oförenliga med diskursen om inre motivation och det lustfyllda lärandet. Istället var det berättelsen om nödvändigheten av att oaktat intresse och lust tvinga sig studera som framträdde.