Changing the servicescape : The influence of music, self-disclosure and eye gaze on service encounter experience and approach-avoidance behavior

The purpose of this thesis is to investigate and understand the effect of a servicescape’s ambient and social conditions on consumers’ service encounter experience and their approach/avoidance behavior in a retail context. In three papers, with a total sample of over 1600 participants (including 550 actual consumers) and seven experiments, the author investigates the effect of music (ambient stimuli), employees’ self-disclosure (verbal social stimuli) and employees’ gazing behavior (nonverbal social stimuli) on consumers’ service encounter experience and approach/avoidance behavior in a retail store. Paper I comprised two experiments, and the aim was to investigate the influence of music on emotions, approach/avoidance behavior. Paper II comprised two experiments, and the aim was to investigate the effect of frontline employees’ personal self-disclosure on consumers’ reciprocal behavior. Paper III comprised three experiments, and the aim was to investigate the influence of employee’s direct eye gaze/ averted eye gaze on consumer emotions, social impression of the frontline employee and encounter satisfaction in different purchase situations. The results in this thesis show that music affects consumers in both positive and negative ways (Paper I). Self-disclosure affects consumers negatively, in such a way that it decreases encounter satisfaction  (Paper II) and, finally, eye gaze affects consumers by regulating both positively – and in some cases also negatively – consumers’ social impression of the frontline employee and their encounter satisfaction (Paper III). The conclusions of this thesis are that both ambient and social stimuli in a servicescape affect consumers’ internal responses, which in turn affect their behavior. Depending on the purchase situation, type of retail, and stimuli, the internal and behavioral responses are different.

Secure and Privacy-aware Data Collection and Processing in Mobile Health Systems

Healthcare systems have assimilated information and communication technologies in order to improve the quality of healthcare and patient's experience at reduced costs. The increasing digitalization of people's health information raises however new threats regarding information security and privacy. Accidental or deliberate data breaches of health data may lead to societal pressures, embarrassment and discrimination. Information security and privacy are paramount to achieve high quality healthcare services, and further, to not harm individuals when providing care. With that in mind, we give special attention to the category of Mobile Health (mHealth) systems. That is, the use of mobile devices (e.g., mobile phones, sensors, PDAs) to support medical and public health. Such systems, have been particularly successful in developing countries, taking advantage of the flourishing mobile market and the need to expand the coverage of primary healthcare programs. Many mHealth initiatives, however, fail to address security and privacy issues. This, coupled with the lack of specific legislation for privacy and data protection in these countries, increases the risk of harm to individuals. The overall objective of this thesis is to enhance knowledge regarding the design of security and privacy technologies for mHealth systems. In particular, we deal with mHealth Data Collection Systems (MDCSs), which consists of mobile devices for collecting and reporting health-related data, replacing paper-based approaches for health surveys and surveillance. This thesis consists of publications contributing to mHealth security and privacy in various ways: with a comprehensive literature review about mHealth in Brazil; with the design of a security framework for MDCSs (SecourHealth); with the design of a MDCS (GeoHealth); with the design of Privacy Impact Assessment template for MDCSs; and with the study of ontology-based obfuscation and anonymisation functions for health data.

Increasing the value of household appliances by adding a heat pump system

Historically, domestic tasks such as preparing food and washing and drying clothes and dishes were done by hand. In a modern home many of these chores are taken care of by machines such as washing machines, dishwashers and tumble dryers. When the first such machines came on the market customers were happy that they worked at all! Today, the costs of electricity and customers’ environmental awareness are high, so features such as low electricity, water and detergent use strongly influence which household machine the customer will buy. One way to achieve lower electricity usage for the tumble dryer and the dishwasher is to add a heat pump system. The function of a heat pump system is to extract heat from a lower temperature source (heat source) and reject it to a higher temperature sink (heat sink) at a higher temperature level. Heat pump systems have been used for a long time in refrigerators and freezers, and that industry has driven the development of small, high quality, low price heat pump components. The low price of good quality heat pump components, along with an increased willingness to pay extra for lower electricity usage and environmental impact, make it possible to introduce heat pump systems in other household products. However, there is a high risk of failure with new features. A number of household manufacturers no longer exist because they introduced poorly implemented new features, which resulted in low quality and product performance. A manufacturer must predict whether the future value of a feature is high enough for the customer chain to pay for it. The challenge for the manufacturer is to develop and produce a high-performance heat pump feature in a household product with high quality, predict future willingness to pay for it, and launch it at the right moment in order to succeed. Tumble dryers with heat pump systems have been on the market since 2000. Paper I reports on the development of a transient simulation model of a commercial heat pump tumble dryer. The measured and simulated results were compared with good similarity. The influence of the size of the compressor and the condenser was investigated using the validated simulation model. The results from the simulation model show that increasing the cylinder volume of the compressor by 50% decreases the drying time by 14% without using more electricity.  Paper II is a concept study of adding a heat pump system to a dishwasher in order to decrease the total electricity usage. The dishwasher, dishware and water are heated by the condenser, and the evaporator absorbs the heat from a water tank. The majority of the heat transfer to the evaporator occurs when ice is generated in the water tank. An experimental setup and a transient simulation model of a heat pump dishwasher were developed. The simulation results show a 24% reduction in electricity use compared to a conventional dishwasher heated with an electric element. The simulation model was based on an experimental setup that was not optimised. During the study it became apparent that it is possible to decrease electricity usage even more with the next experimental setup.

The initial phase of sodium sulfite pulping of softwood : A comparison of different pulping options

Single stage and two-stage sodium sulfite cooking were carried out on either spruce, pine or pure pine heartwood chips to investigate the influence of several process parameters on the initial phase of such a cook down to about 60 % pulp yield. The cooking experiments were carried out in the laboratory with either a lab-prepared or a mill-prepared cooking acid and the temperature and time were varied. The influences of dissolved organic and inorganic components in the cooking liquor on the final pulp composition and on the extent of side reactions were investigated. Kinetic equations were developed and the activation energies for delignification and carbohydrate dissolution were calculated using the Arrhenius equation. A better understanding of the delignification mechanisms during bisulfite and acid sulfite cooking was obtained by analyzing the lignin carbohydrate complexes (LCC) present in the pulp when different cooking conditions were used. It was found that using a mill-prepared cooking acid beneficial effect with respect to side reactions, extractives removal and higher stability in pH during the cook were observed compared to a lab-prepared cooking acid. However, no significant difference in degrees of delignification or carbohydrate degradation was seen.  The cellulose yield was not affected in the initial phase of the cook however; temperature had an influence on the rates of both delignification and hemicellulose removal. It was also found that the  corresponding activation energies increased in the order:  xylan, glucomannan, lignin and cellulose. The cooking temperature could thus be used to control the cook to a given carbohydrate composition in the final pulp. Lignin condensation reactions were observed during acid sulfite cooking, especially at higher temperatures. The LCC studies indicated the existence of covalent bonds between lignin and hemicellulose components with respect to xylan and glucomannan. LCC in native wood showed the presence of phenyl glycosides, ϒ-esters and α-ethers; whereas the α-ethers  were affected during sulfite pulping. The existence of covalent bonds between lignin and wood polysaccharides might be the rate-limiting factor in sulfite pulping.

Significant history and historical orientation : Ugandan students narrate their historical pasts

In 2012, Uganda celebrated 50 years of independence. The postcolonial era in the country has been marked by political turmoil and civil wars. Uganda, like many other postcolonial states in Africa, cannot be described as an ethnically or culturally homogenous state. However, history education has globally been seen as a platform for constructing national identities in contemporary societies. At the same time, it is assumed that specific historical experiences of countries influence historical understanding. This study takes its starting point in the theories of historical consciousness and narrativity. A narrative could be viewed as a site where mobilization of ideas of the past to envisage the present and possible futures is made and hence the narrative expresses historical orientation. Through the concept of historical orientation historical consciousness can be explored, i.e. what history is viewed as significant and meaningful. The aim in the study is to explore in what ways students connect to their historical pasts.   The study explores 219 narratives of 73 Ugandan upper secondary students. Narratives elicited through written responses to three assignments. Designed to capture different approaches to history: either to start from the beginning and narrate history prospectively or to depart from the present narrating retrospectively. The colonial experience of Uganda affected the sampling in the way that students were chosen from two different regions, Central and Northern Uganda. The comparison was a way to handle the concept of ‘nation’ as a presupposed category. Narrative analysis has been used as a method to explore what the students regarded as historically significant and what patterns among the narratives that point towards particular historical orientations.   The empirical results show how different approaches to history, a prospective or a retrospective approach, influence the student narratives. For instance, valued judgments on past developments were more common with the retrospective approach. The results also show differences in evaluating past developments according to regional origin. Students from northern Uganda were generally more inclined to tell a story of decline. Also, it is argued that the student narratives were informed by a meta-narrative of Africa. It was as common to identify oneself as African as it was to identify as Ugandan.

Regionen och EU? : Uppfattningar och attityder till EU-relaterade frågor i Västsverige

This thesis explores perceptions and preferences on regional action in EU-related frameworks among regional actors in Western Sweden. Building upon the literature on Europeanisation and the Fusion approach, three dimensions of Europeanisation are clarified and explored– download, upload and crossload – and together with a set of five variables that constitute the Micro Fusion Framework; a comprehensive analytical tool is developed. The thesis analyses the intense debate among the members of West Sweden that took place from 2011 to 2013 that focused on how to functionally organise the regional office in Brussels in order to meet future challenges. Surprisingly, the members eventually decided to terminate their cooperation and close the jointly owned office in Brussels in spite of the fact that it has been widely regarded as successful and effective. Diverging perceptions and preferences is understood in terms of three positions on regional action; a download-, upload- and a coherent oriented position. Finally, the thesis presents the empirical findings and discusses in relation to three fusion scenarios, infusion, defusion and clustered fusion. In terms of Micro Fusion Framework, the dynamics shaping why West Sweden was finally regarded as a dysfunctional arena for regional action are explained by a shift of attention and action among regional actors in Western Sweden that led to pressure for further institutional adaptation in order to meet the demand of how ‘to get the best out of the EU’. Further, this redefinition of how to handle EU-affairs within the upload-oriented position was accompanied by positive attitudes towards the potential to bypass the state and thereby pursue regional priorities directly in Brussels given the compound nature of the EU. In contrast, those regional actors that are found to be more download-oriented often question the benefits of uploading activities in practice and advocate close relations to the state. A coherent oriented position recognises the importance of activities related to both of the vertical dimensions of Europeanisation.

Quality in palliative care from the patient perspective : Instrument development, perceptions of care received and the importance of care

The overall aim was to investigate the quality of palliative care from the patient perspective, to adapt and psychometrically evaluate the Quality from Patients’ Perspective instrument specific to palliative care (QPP-PC) and investigate the relationship between the combination of person- and organization-related conditions and patients’ perceptions of care quality. Methods: In the systematic literature review (I), 23 studies from 6 databases and reference lists in 2014 were synthesized by integrative thematic analysis. The quantitative studies (II–IV) had cross-sectional designs including 191 patients (73% RR) from hospice inpatient care, hospice day care, palliative units in nursing homes and home care in 2013–2014. A modified version of QPP was used. Additionally, person- and organization-related conditions were assessed. Psychometric evaluation, descriptive and inferential statistics were used. Main findings: Patients’ preferences for palliative care included living a meaningful life and responsive healthcare personnel, care environment and organization of care (I). The QPP-PC was developed, comprising 12 factors (49 items), 3 single items and 4 dimensions: medical–technical competence, physical–technical conditions, identity–oriented approach, and socio-cultural atmosphere (II). QPP-PC measured patients’ perceived reality (PR) and subjective importance (SI) of care quality. PR differed across settings, but SI did not (III). All settings exhibited areas of strength and for improvement (II, III). Person-related conditions seemed to be related to SI, and person- and organization-related conditions to PR, explaining 18–30 and 22-29% respectively of the variance (IV). Conclusions: The patient perspective of care quality (SI and PR) should be integrated into daily care and improvement initiatives in palliative care. The QPP-PC can measure patients’ perceptions of care quality. Registered nurses and other healthcare personnel need awareness of person- and organization-related conditions to provide high-quality person-centred care.

Konkurrens och styrning : Privata utförare inom kommunal verksamhet

Kommuner, regioner och landsting utgör en betydande del av den svenska offentliga sektorn och tillhandahåller tjänster som är betydelsefulla för landets medborgare. Några exempel är vård av äldre och funktionshindrade, utbildning samt hälso- och sjukvård. Under senare år har den andel av verksamheten som tillhandahålls direkt av kommuner, regioner och landsting minskat. Istället har förekomsten av privata utförare ökat inom många områden. Eftersom den upphandlade verksamheten motsvarar stora belopp och omfattningen kontinuerligt ökar är det viktigt att dessa beställare ser till att de privata utförarna levererar verksamhet på överenskommet sätt och med utlovat resultat. Denna forskningsrapport syftar till att beskriva och förklara hur offentliga beställare styr privata utförare i olika styrsituationer avseende konkurrenssituationen och vilken verksamhet som upphandlas. Det empiriska materialet är insamlat genom intervjuer både med kommuner och med privata utförare.

Initiation and early crack growth in VHCF of stainless steels : Experimental and theoretical analysis

Mechanical fatigue is a failure phenomenon that occurs due to repeated application of mechanical loads. Very High Cycle Fatigue (VHCF) is considered as the domain of fatigue life greater than 10 million load cycles. Increasing numbers of structural components have service life in the VHCF regime, for instance in automotive and high speed train transportation, gas turbine disks, and components of paper production machinery. Safe and reliable operation of these components depends on the knowledge of their VHCF properties. In this thesis both experimental tools and theoretical modelling were utilized to develop better understanding of the VHCF phenomena. In the experimental part, ultrasonic fatigue testing at 20 kHz of cold rolled and hot rolled stainless steel grades was conducted and fatigue strengths in the VHCF regime were obtained. The mechanisms for fatigue crack initiation and short crack growth were investigated using electron microscopes. For the cold rolled stainless steels crack initiation and early growth occurred through the formation of the Fine Granular Area (FGA) observed on the fracture surface and in TEM observations of cross-sections. The crack growth in the FGA seems to control more than 90% of the total fatigue life. For the hot rolled duplex stainless steels fatigue crack initiation occurred due to accumulation of plastic fatigue damage at the external surface, and early crack growth proceeded through a crystallographic growth mechanism. Theoretical modelling of complex cracks involving kinks and branches in an elastic half-plane under static loading was carried out by using the Distributed Dislocation Dipole Technique (DDDT). The technique was implemented for 2D crack problems. Both fully open and partially closed crack cases were analyzed. The main aim of the development of the DDDT was to compute the stress intensity factors. Accuracy of 2% in the computations was attainable compared to the solutions obtained by the Finite Element Method.

Samverkan Trafikförsörjningsprogram

Med stöd i Förordning (2010:185) med instruktion för Trafikverket 2§ punkt 12 utgår vi ifrån att Trafikverket ska vara ett stöd i arbetet att utveckla ett effektivt och hållbart transportsystem utifrån ett trafikslagsövergripande synsätt i nära dialog med RKM för att skapa en långsiktig infrastrukturplanering, i det att Trafikverket ska stödja arbetet med att ta fram trafikförsörjningsprogrammen (TFP). Föreliggande rapport fokuserar på Trafikverkets roll i samverkan med de Regionala kollektivtrafikmyndigheterna.   För att närmare studera, utveckla och tydliggöra ramarna för trafikverkets stöd och ansvar för kollektivtrafikfrågor, använder vi i denna rapport en förståelseorienterad metod som bygger på att förstå och tolka den kontext som Trafikverket agerar i. Föreliggande text är en inventering av olika utformningar av kollektivtrafikmyndigheter i landet samt Trafikverkets olika Regionkontor. Fokus är i huvudsak riktad mot hur de är organiserade och hur de arbetar för att hantera olika frågor. Syftet är att med denna samlade kunskap se hur samverkansutmaningar har hanterats i olika lösningar och på så sätt öppna upp för ett ömsesidigt lärande och stärka förutsättningarna för samverkan.   Föreliggande studie visar att samverkan mellan kollektivtrafikmyndigheterna och Trafikverket inte är statisk utan en del i en dynamisk process som baseras på kunskap, personliga relationer och förtroende. Genom att få kunskap om den andra organisationen och skapa sig en förståelse om hur man kan samverka för att uppnå bättre effekter av sina satsningar skapas en grund för samarbete. Det är sedan genom personliga relationer som ett förtroende skapas mellan parterna och som fördjupar samarbetet. Ett samarbete likt den mellan Trafikverket och Kollektivtrafikmyndigheterna som varken är bundet till hierarkiska eller beroendemässiga parametrar kräver förtroende och relationella band mellan parterna för att fungera. Den kunskapsintegration som uppstår mellan organisationerna när man klarar av att länka och integrera människors kunskaper och färdigheter genom sina personliga relationer och organisatoriska processer bidrar till ökad organisatorisk kapacitet för respektive organisation. Samspelet mellan organisationerna bidrar till att respektive organisation på ett bättre sätt kan anpassa sig till föränderliga samhällsbehov och skapa interna strukturer som följer de förändrade behov som finns i samhället.

Salmonid behaviour under winter conditions

Winter conditions are believed to play an important role in the population dynamics of northern temperate stream fish, challenging the ability of fish to physiologically and behaviourally adapt. Climate change is predicted to increase both mean temperature and temperature fluctuations, especially during winter, leading to dynamic environmental conditions in terms of river ice production and flow. Therefore, knowledge about the winter ecology of stream fish is important for predicting and mitigating anthropogenic impacts on fish production in boreal streams. Stream salmonids are relatively active throughout winter, and behavioural responses to different winter conditions may be critical for survival. Yet, relatively little is known about overwintering behaviour of salmonids, particularly in streams with ice. In this doctoral thesis, I report the results from experimental field and laboratory studies on the behavioural ecology of juvenile salmonids under winter conditions. My results from the field show that salmonids grow more and use a broader range of habitats in the presence of surface ice than in its absence. Results from the laboratory experiments show that the presence of surface ice increases food intake rates, reduces stress and affects social interactions. These laboratory results may explain the positive effects of ice cover on growth that was found in the field experiment. Moreover, I show that drift-feeding ability is reduced at low temperatures, and that nocturnal drift foraging under winter conditions has a low efficiency.

Added value from biomass by broader utilization of fuels and CHP plants

The present work, where additional value-creating processes in existing combined heat and power (CHP) structures have been examined, is motivated by a political- and consumer-driven strive towards a bioeconomy and a stagnation for the existing business models in large parts of the CHP sector. The research is based on cases where the integration of flash pyrolysis for co-production of bio-oil, co-gasification for production of fuel gas and synthetic biofuels as well as leaching of extractable fuel components in existing CHP plants have been simulated. In particular, this work has focused on the CHP plants that utilize boilers of fluidized bed (FB) type, where the concept of coupling a separate FB reactor to the FB of the boiler forms an important basis for the analyses. In such dual fluidized bed (DFB) technology, heat is transferred from the boiler to the new rector that is operating with other fluidization media than air, thereby enabling other thermochemical processes than combustion to take place. The result of this work shows that broader operations at existing CHP plants have the potential to enable production of significant volumes of chemicals and/or fuels with high efficiency, while maintaining heat supply to external customers. Based on the insight that the technical preconditions for a broader operation are favourable, the motivation and ability among the incumbents in the Swedish CHP sector to participate in a transition of their operation towards a biorefinery was examined. The result of this assessment showed that the incumbents believe that a broader operation can create significant values for their own operations, the society and the environment, but that they lack both a strong motivation as well as important abilities to move into the new technological fields. If the concepts of broader production are widely implemented in the Swedish FB based CHP sector, this can substantially contribute in the transition towards a bioeconomy.

Atlantic salmon in regulated rivers : Migration, dam passage, and fish behavior

Hydropower dams block migration routes and disrupt longitudinal connectivity in rivers, thereby posing a threat to migratory fish species. Various fish passage solutions have been implemented to improve connectivity with varying success. A well-functioning passage solution must ensure safe and timely passage routes that are used by a substantial portion of the migrating fish. In this thesis, I report the results from telemetry studies where the behavior and survival of migrating Atlantic salmon spawners, post-spawners and smolts have been evaluated in relation to hydropower dam passage. I evaluate downstream passage performance at dams with no passage solutions in the River Klarälven, and with simple passage solutions in in the Winooski River. In the River Ätran, I study both upstream- and downstream passage performance at a dam with sophisticated passage solutions based on the best available technology. In addition, I have studied the survival and behavior of post-spawners and hatchery-released smolts. A substantial portion of the spawners survived spawning and initiated downstream migration. Most males migrated downstream in autumn following spawning, whereas females tended to stay in the river until spring. For hatchery-reared smolts, early release was associated with faster initiation of migration and higher survival compared to late release. Multiple dam passage resulted in high mortality for both smolts and kelts. For smolts, dam passage, even with simple passage solutions, was associated with substantial delay and mortality. High spill levels were linked to high survival and short delay for downstream migrating salmon. The best available passage solution, which consisted of a nature-like fishway and a low sloping intake rack to guide fish to a bypass, resulted in rapid passage of a large portion of the adult migrants.