| dc.description.abstract | In chapter one a brief description of leisure activities in the study , information about
Sandnes municipality, significance of the study. In this same chapter justification as to Why
parents are to be studied/interviewed instead of children with functional disabilities. The
chapter also cover motivation, challenges, the global historical perspective of people with
functional disabilities, approaches to disability and the background history of people with
disabilities in Norway.
Chapter two consists of literature review. Concepts like customer, service, customer
satisfaction and customer perception, Serqual model and Justice theory are also presented in
this chapter.
Chapter three presents research methods which were used in the study, scope of the
study, short description of the interviewees. Customer expectations in service delivery is
presented and parents` expectations before their children begun to use assistance leisure time.
In chapter four research findings are presented and discussed simultaneously. Different
types of justices are discussed relating them to the study. Gender concept, professionalism,
clients` opinions are presented. Respondent’s understanding of customer concept is
presented. In this same chapter a comparison between customer handling in leisure
department and customer handling in profit oriented firms is discussed. Customers
satisfaction is presented, employees or service providers contributions to customers
satisfaction and limitations of the study.
In chapter five discusses the justice theory’s applicability to the study, presents
respondents opinions, respondents` perception of customer concept, professionalism of
service, comparison between customer handling in leisure department and customer handling
in profit oriented firms, respondents` satisfaction, employees contribution to customer
satisfaction and limitations of the study are also covered in this chapter. | nb_NO |
