The structures of organizations have gone through a dramatic change over the last years; as a result customer service is no longer a small side activity but a critical part in customer relationship management. Development in information technology has created opportunities as well as challenges for organizations when it comes to providing a customer service with capacity of sensing and responding to customers' needs. Previous research shows a relationship between customer response capability and customer knowledge processeses, this study investigates and confirms this relationship. However, findings show that dedication and understanding for customers needs has a direct impact on both customer response capability and customer knowledge processeses, this result indicates that customer knowledge processes and customer relationship management are difficult to differentiate. Furthermore, this study explores IT-related resources impact on customer response capability and customer knowledge processes.

The aim of this master thesis is to study how teachers in adult education view the phenomenon of information seeking in education. We have interviewed adult education teachers, and the method used when working with the data was phenomenography. We found three Categories in our material: 1. Information seeking is the student?s responsibility; 2.

According to both national and international political regulations, the school should as far as it is possible include students with special needs in regular education. However, when implementing these political intentions regarding an including school environment, problems often arise. The aim of this studie has been to investigate the opinions of teachers and students when it comes to inclusive education in mathematics. The study has partly been based on interviews with students with special needs in mathematics. These students were included in regular mathematics groups.

This study is of a qualitative phenomenological approach. Its background lies in recent reports that show the problem of self-harm increasing among adolescents. The intent of the study was to highlight school counselors? view of self-harm, and their experiences of meeting self-harm through their work. Six school counselors, all employed in secondary school, have participated in semi-structured interviews.

Syftet med denna litteraturstudie är att belysa omvårdnaden för familjer till barn med hjärtfel ur ett familjeperspektiv. Vården av hjärtsjuka barn och ungdomar kräver en kunskap om dessa sjukdomar inte enbart hos sjukvårdspersonal inom den högspecialiserade barnkardiologin utan inom ett flertal andra specialiteter. Studien omfattar sjuksköterskans omvårdnad av familjer, förberedelser för hemgång, samarbetet mellan olika yrkeskategorier, familjens reaktioner vid denna krissituation och de bearbetningsmodeller som finns till förfogande för att underlätta bearbetningsprocessen. Vidare forskning inom detta område är nödvändig. The purpose of this study is to illuminate the care of families to children with heartdisease from a familyperspective.

Objective: The out-of-hospital cardiac-arrest incidence in Sweden averages about 10 000 a year. Whether the victim will survive or not is dependent upon rapid actions according to the chain of survival ? early alarm, early CPR, early defibrillation and early medical treatment. While waiting for the ambulance the victim is completely dependent on immediate help from any bystander, because early CPR improves survival rates by two-three folds. Unfortunately not all bystanders start CPR because of different reasons.

Intention: The purpose of this thesis is to see if an active investment decision in the Swedish Premium Pension System would result in a higher return than a non-active investment decision. A non-active investment decision is equivalent to leaving the money in AP7 Premium Savings Fund.Method: This thesis is a statistical analysis and has a descriptive character in which the calculations are based on secondary data, thus the thesis has a quantitative character. Furthermore three active portfolios in different risk Categories have been chosen. These portfolios are compared with the AP7 Premium Savings Fund?s returns.

Thee purpose of this study was to examine what helps in counseling against women victims of domestic violence, and how to identify empowerment in their experiences? It is a qualitative study using semi-structured interviews where the collected material is based on five interviews. The group we studied is victims of domestic violence who had taken part of counseling. The interviews were based on an interview guide that sought answers to women´s experience of counseling. The interviews were analyzed with the help of theories of support, domestic violence and empowerment.

Course: Master's Thesis in Business AdministrationPurpose: The purpose with this paper is to give an insight, and to compare, the project management of two IT-projects ? one which product was implemented and put into use, and one, which was implemented but no longer exists on the market. Furthermore also examine the critical success factors that influence the success respectively the failure of the IT-projects. Method: To attain the purpose with our study we have chosen a qualitative method. We have carried out interviews with two of the project managers of the IT-project of the two large companies.Result: A couple of problems occurred within the IT-projects of the large companies.

Background: The stress in the society seems to having become more amplified and more trying. Statistics show that the appearance of stress related industrial diseases have increased strikingly. What can be stressing at the workplace? The work conditions are not the only thing that causes stress but no matter what the causes are employers have to restore the employees to their former positions. How are companies dealing with the problems of stress in reality? Do they have formulated strategies for how to manage the problems? Purpose: The purpose with this essay is to try to see pattern in how companies manage and treat stress and stress related industrial diseases.

The purpose of this paper is to analyse and discuss clinch-nails found at an excavation at terrace II in the Garrison of Birka, on the island of Björkö in Sweden. This type of clinch-nails is common in Viking age Sweden and is usually interpreted as coming from boats. The study will try to show that these types of nails could have been used in several kinds of wooden constructions. It will also show how the nails were made and what kinds of tools were used by the Viking smiths. The study has shown that this type of nails were used in several different types of wooden constructions such as boats, sleds, cart bodies, coffins, Birka's ramparts and buildings.

The main purpose of this study has been to explore and determine how the journalistic work was used by internet users to start and keep a discussion on the internet going.We started in the aftermath of a local arson in a town of Sweden, where a discussion on the internet forum Flashback and the local newspapers commentary fields was raised.We have used these discussions to study what part the journalistic work play in these events. To do that we used a critical discourse analysis and a rhetoric analysis to investigate how these discussions use news articles to make their point. We divided the comments into four different Categories, which are comments about understandings of the event, comments that talked about the matters of fact, criticism pointed at the newspaper and comments that identify the offenders.The result of the analysis shows that both forums use journalistic work as facts in their discussions. Both also use earlier articles that were written before the arson, to make their point in the discussion..

The aim of this study is to investigate parents attitudes towards picture books and childrens reading. The study is based upon qualitative interviews with seven parents, 29-44 years of age, who have children between 3 and 6 years of age. The study is hermeneutic. The conceptual framework used in this study, is Uffe Seilmans Categories of different kinds of attitudes towards childrens sparetime occupations, for example reading. These are the authoritarian, the laissez-faire and the democratic attitudes.

 The purpose of this study was to investigate registered nurses experiences about giving support to relatives to patients within palliative home care. This study was descriptive with qualitative approach. The data collection was made in the form of semi structured qualitative interviews which took place in a Swedish city of medium size, in an area for palliative homecare. Six registrated nurses were interviewed which all gave informed consent. The study suffered no losses and permission from the director of the concerned department had been given prior to the start of this study.

Objective: To investigate the experiences of ambulance nurses when using Boussignac CPAPcompared to their previous model, and their suggestions for possible improvements in the use of CPAP in the care of patients with pulmonary oedema. Method: A qualitative study with a descriptive and exploratory approach. Data was collected through ten semi-structured interviews with ambulance nurses, seven men and three women. The analysis was conducted using Lundman and Graneheim?s content analysis.