Customer information is to be seen as an essential part in service development. The company should be aware of how their customers experience their services. The company can get access to customer information through complaints from their customers. All information obtained from the customers is not possible to use when developing new and existing services. The information has to be analysed before it is possible to use it for service development.This paper describes if Scandinavian Airlines (SAS) uses their customers as a source of knowledge when developing new and existing services and in that case how.

Since the Internet was introduced, it has taken over faster than anyone was ever expected it to do. It has taken over how we, humans, today live our life and is expected to accomplish our errands, such as paying our bills, ordering clothes and looking up information about travelling.With that said it is important to remember and have in thought that not everyone has the knowledge and skills to use the Internet, this because of the extreme development that the Internet brings.As mentioned above there is one group of people that has been called the ?forgotten group? when it comes to the expansion of Internet, and those are the seniors. Most of the seniors today have difficulties using the Internet due to either lack of knowledge or due to the size of the text on the websites, as well as the different color combinations. Since the seniors today have special needs on how to easily use a website, they are forgotten since most websites aren?t developed for seniors.However, sometimes appearances are deceiving and that is what this study has shown us.By questionnaire and interview study, the result of this study has showed us that the majority of the informants do use Internet, but they have special needs when it comes to the design on a website, and that includes color combinations, sizes of the text as well as on how to navigate from one page to another..

The following study is dedicated to investigate what kind of problems an organisation might stumble upon in the process of implementing a policy related to information security. Alongside investigating the eventual problems occurring in the implementation process of an organisation, the study also sets out to analyse how an organisation can motivate staff in order to follow the guidelines of a policy. The collection of empirical data was done using interviews. In order to seek answers to our research questions a theoretical background is presented that illustrate the need for information security after which motivational theories are applied to our collected data.To summarise the results of the study we find a gap of knowledge between the employees of the organisation. The organisational level of an employee together with the degree of participation in working with a policy seems connected to both the employee?s knowledge of a policy as well as how well the employee are motivated to learn about and follow the guidelines provided from a policy..

Background:When the patient is critically ill the family is in a vulnerable position. The nurse's role is to support and help the family to find meaning in the difficult situation and to provide realistic hope. Balancing between the patient's and the family's needs is difficult. Knowledge about how nurses experience difficulties in the interaction with family is required in order to grant good care too critically ill patients and their family-members.Aim:To describe nurses' perceived difficulties in the interaction with family-members of critically ill patients.Method:The study is a qualitative literature-based study based on qualitative research. Results: The analysis resulted in four main themes; difficult disunion, environmental constraints, interpersonal difficulties and communicative difficulties.

This study investigates the internet habits of students in the Swedish gymnasium. The part that internet plays in their lives and their attitude towards the educational system is reflected upon the philosophical background that stretches from Kant to postmodern philosophers such as Baudrillard. The aim is to create knowledge about how the social aspects of the internet affects their concepts of reality and their own and others identities. The method used for the collection of empirical data has been semi-structured interviews, preformed with students in a Swedish gymnasium. The data is then interpreted against the theoretical and philosophical background.

Today several things point to the fact that many young women are being abused and sexual harassed. Despite that there is no knowledge about how the girls handle the violence or how the battering affects them. For that reason the purpose of this study is to describe and give a picture of some girl?s experiences of being battered of men they have or have had a relationship with. In focus is also how these girls identities are affected of the battering.

Diabetes mellitus type 2 and chronic obstructive pulmonary diseases (COPD) are two of the most common diseases in the world and the amount are increasing. The treatments of these diseases are self care and a change of lifestyle. For this to be successful there is a need for the person to have knowledge about the diseases and a motivation for making changes in his or her lifestyle. Most of this information is given by the district nurse at the health centre. It is important to get a better knowledge of these persons experiences and how they used the information given to them.

The aim with this study was to increase the knowledge about as well as shed light on hidden refugees? living conditions by compiling research about hidden refugees? living conditions and complete this research by doing a field survey with people with different knowledge and experience of hidden refugees? living conditions. The result was analyzed on the basis of Nussbaum?s list of ten human abilities and the convention of human rights. The study showed that hidden refugees' living conditions are experienced as very critical, and characterized by lack of human rights as well as means to utilize and develop their abilities.

The aim of this essay is to investigate and evaluate the arguments made by municipal politicians in Ulricehamn, regarding the planned Knowledge and Culture Centre. A part from the search for these arguments, I also investigated the attitudes among politicians regarding municipal culture investments in general. I furthermore investigated whether any national, regional, or local culture-political strategies were important in the local debate. The time frame within which the local political culture debate was investigated was from 1997 until present time 2002. The investigation methods used were partly a study of official documents such as political protocols, two articles from the local newspaper, and a clean copy from a web chat, and partly a qualitative study I sent a question regarding the planned Culture Centre to every political party active in the Ulricehamn municipal assembly.

The motivation for this thesis lies in the knowledge that there is a crucial information need amongst LGBTQ-persons wanting to read fiction related to LGBTQ in order to strengthen their own identity. This particular information need regarding identification has been said to be more central within LGBTQ-communities than within other user groups, largely because they represent a marginalized group in society. Critical feminists, such as Hope A. Olson, have proved that knowledge organization based on systems of subject representation in fact may lead to further marginalization and exclusion of already marginalized groups. Therefore, the aim of this thesis is to compare subject representation and social tagging as methods of organizing LGBTQ-fiction.

In a web environment the library and the librarian continue to function in their role as information provider even when the physical library is closed. Research question is to describe how and in what extent the public libraries websites are integrated in their daily activity and what the causes are for that. The empirical material consists of a survey of number of public libraries websites and qualitative interviews with responsible librarians. I have delimited the study by only investigating the websites of Gothenburg public libraries. In my survey of the websites I have studied four spheres; Services, Contact, Structure and General viewpoints.

Lärare planerar undervisning och väljer vad eleverna ska arbeta med. Denna studie syftar till att undersöka lärares tankar om vilket matematiskt innehåll elever möter samt vilka förmågor elever tränar i arbetet med en uppgift i matematik. Studien genomfördes genom intervjuer med fem lärare som fick svara på frågor kring en uppgift i matematik. De övergripande frågorna handlade om matematiskt innehåll och förmågor, men även uppgiftens koppling till Lgr11 efterfrågades. Lärarnas svar kopplades till de specifika kunskaper som behövs för att undervisa i matematik.Studien visade att lärarna i hög utsträckning sorterade in uppgiften inom området kombinatorik och att de framförallt såg uppgiften som en problemlösningsuppgift.

Diabetes type 2 is a fast growing illness and a global health problem, often a result from less appropriate standard of living. Lifestyle changes related to diet and physical activity are important lifestyle changes regarding to get control of the self-management and to avoid vascular complications.AimThe aim of this study was to describe patient's experiences of lifestyle changes in diabetes type 2.MethodA literature study was carried through based on 12 qualitative scientific articles.ResultsThe analysis result into two main themes and eight subthemes. Main themes where barriers and motivators for lifestyle changes and the subthemes where struggle, denial, lack of knowledge, alienation, support, motivation, acceptance and knowledge.ConclusionThis study shows that lifestyle changes are experienced different by patient with diabetes and nurses should therefore be aware of the unique and specific demands these patients require. This is important for providing a good diabetic healthcare and to help patients with their self-management.

Background:There are approximately 45 000 people in the ages over 65 years dies outside the health facilities of the hospitals in Sweden in every year. Previous research has shown lacking knowledge in taking care of the next of kin during and after a sudden death. However, conducted research has emphasized that ambulance nurses often are the next of kin?s first contact with the health care system during sudden death at home. Research has also shown that the mourning of the next of kin is affected by the ambulance nurses? way of announcing the next of kin when someone close dies.

The purpose of this study was to investigate and compare how and why consumers of different ethnic backgrounds value and prioritize product attributes among food in certain ways. We expected to find culturally bound attitude differences and our aim was to relate those to, and challenge, present knowledge of information structures. Consequently, we also aimed to use this new knowledge of attribute attitudes in connection to assortment variety theory, as attributes constitute important motives to how consumers perceive variety. A theoretical framework was constructed to suit our purpose and function as an analytical tool, consisting of Culture perspectives, Information structures (product attributes), and Assortment variety. In this thesis we focused on attitudes and consumer perspectives and excluded actual behaviour and the retailing perspective.