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.

Barnpsykologiska utredningar har blivit allt vanligare. En viktig del av en utredning är återgivningen då resultaten delges föräldrarna. Syftet med föreliggande studie är att undersöka föräldrars upplevelse av en återgivning med fokus på relationen till utredaren, validering, invalidering, samt emotioner i förhållande till upplevelsen av att ha fått ny förståelse för barnet. Studien är en tvärsnittsstudie med 33 deltagare. Resultaten visar att positiva emotioner och invalidering är de bästa prediktorerna för i vilken grad föräldrarna upplever att de får ny förståelse.

Our purpose was to investigate when a specific phenomenon is taken out of context and used in a manner not originally intended for. Facebook is meant to be used in the private sphere as a way for individuals to communicate and keep in touch with family, friends and acquaintances. However, Facebook has begun to be used increasingly in the professional context like recruitment. We have through qualitative interviews explored how the respondents, professional recruiters and future job applicants, think about the use of Facebook in a recruitment process. By applying theories dealing with roles and lifestyles we have been able to pinpoint our empirical data.

At Degermyran landfill, situated in the municipal Skellefteå, a leachate treatment system was installed in 2005. One of the aims of this study was to investigate how well the treatment system works by using data from chemical measurements made on the leachate before and after treatment. Further this study had the purpose of investigating how the predicted climate changes of the 21st century will affect the amount of leachate generated at Degermyran by using a modified version of Thornthwaites water balance model. The treatment system has the ability of reducing manganese by 90 %, nitrogen by 73 % och TOC by 79 %. By the turn of this century the amount of precipitation that percolates the waste at Degermyran will be between 254 and 298 mm, depending on the amount of greenhouse gases that will be released in the future to come.

Frölunda-Aspvik Säteri, a company just outside Stockholm within the agriculture and forestry sector, has developed a business idea around countryside tourism as a complement to their existing business. The idea is to offer a high quality and functional way of living in small cottages surrounded by beautiful nature and landscape of cultural importance. There will also be a range of additional activities available such as hunting, canoeing, cycling etc. The project should be done with minimum impact on the surrounding environment and the importance of the ecological system should be at the forefront of all business decisions. At present the company wants to have a better understanding of what the future trends are within tourism, how its business idea fits in with future trends within tourism and how to stay competitive.The purpose of this research paper is to identify the social driving forces that have an impact on people?s lifestyle and choice of holiday destination in the future, and present how these factors affect the travel industry.

This thesis describes how social work language practice circulates around the implementation process of an evidence based structured assessment tool – Savry. The purpose is to examine and understand the social workers language practice in a working group that uses this structured assessment tool in their work with youth. The purpose is also to look for dimensions of identity in terms of discourse. The ontological viewpoint is post-structuralism where language is in focus. The theoretical framework is discourse theory based upon the work of Ernesto Laclau and Chantal Mouffe.

The municipality in Uppsala has set up goals for the future work concerning climate-and energy issues. As one way to achieve these goals the municipality started aproject called Uppsala climate protocol. During one of the project meetings anabatement map was presented. The map showed what savings in carbon dioxide andmarginal costs for different actions can be made. Statistics show that 40 % of thepopulation in Uppsala lives in a condominium.

Title: Nurses´ Experience of Triage Process in the Psychiatric A & E Departmentfor AdultsAuthor: Miljatovic, MilosDepartment: School of Life Sciences, University of SkövdeCourse: Degree of Bachelor of Science in Nursing, Thesis in Nursing Care, 15 ECTSSupervisor: -Examiner: Brovall, MariaPages: 23Keywords: Triage, Nurse, Psychiatric A & E Department for Adults, Triage scaleBackground: In the beginning of 21st century some psychiatric A & E departments inSweden have introduced triage process and psychiatric triage scales. The aim was to meetthe growing numbers of patients with mental health problems attending psychiatric A & Edepartments, in order to shorten waiting and transit times.Aim: The aim of the study was to illustrate nurses´ experiences of triage process in thepsychiatric A & E department.Method: Qualitative empirical study was conducted.Results: Three categories were identified: Triage process creates confidence, Obstacles intriage assessment, Possibilities for improved patient care through triage process; and sixsubcategories: Aid and support in having an assessment tool, Sense of comradeship,Getting possibility to take answer and show the competence, Deficiencies with assessmenttool, Sense of inadequateness due to long waiting times to physician, Sense of ambiguityduring the triage process.Discussion: Safe triage process is needed to achieve quality care in the psychiatric A & Edepartment, thus it is important that nurses have adequate triage scale, and the resultssuggest that it is important for nurses to have an adequate triage scale which makes iteasier for nurses in nursing care..

Bakgrund: Smärta är ett flerdimensionellt fenomen och ett vanligt problem inom äldrevården. Smärtbehandling finns att tillgå, trots detta är smärta underbehandlat hos äldre patienter.Syftet: Syftet med studien är att belysa hur sjuksköterskor bedömer fysisk smärta i omvårdnad av äldre patienter.Metod: Litteraturöversikt med kvalitativ ansats har använts. Datamaterialet bestod av fem kvantitativa och fyra kvalitativa vetenskapliga artiklar.Resultat: Det framkom tre huvudkategorier: smärtbedömningsprocesser, smärtbedömningsmetoder och smärtbedömningsredskap. Ur huvudkategorierna urskildes sex underkategorier: smärtidentifiering, smärtbedömningssvårigheter, kommunikation med patienterna för att bedöma smärta, smärtobservation, smärtbedömningsinstrument och dokumentation.Slutsatser: För att göra en smärtbedömning behövs en god relation till patienten, närstående och övrig personal där kommunikation har central roll. Sjuksköterskan måste tro på patientens egen skattning och smärtupplevelse..

Housing construction very close to the lake Mälaren has become very popular today. One potential problem with these houses is the influence of the sea climate. Unprotected buildings are affected by strong winds and precipitation. So for that reason, it is very important to make an accurate climate investigation and use it for decision-making during the planning of the new settlement.It is very important with a good moisture protection regarding pelting rain, that is the combination of wind and rain. This is more important for buildings close to a lake, as this location normally means a higher exposure to wind.

This report is of technical character and treats how to plan a small building in Borlänge, Sweden.The technical components that have been treated in the report are the construction, foundation,installations and thermic abilities of the house. In addition to planning this house the report alsocontains a part that deepens in net zero energy buildings. The purpose of the report is toinvestigate if the house in Borlänge can be constructed to meet net zero energy buildingdemands.Energy efficient houses such as passive- and net zero energy houses are showing more frequenton the market in Sweden. Ongoing climate changes and growing consciousness about theenvironment in society have contributed to that the environment is a well discussed topic. Toconsume small amounts of energy and at the same time produce local energy is thereforesomething that lies in the future and future houses.

Climate change is the modern society?s common issue. The developed countries areconsuming more than what is sustainable, and the climate change due to the use offossil fuels can be seen clearly. EU has specified goals, in order to stop furtherdamage, which demand that every member state have to reduce its energyconsumption by 20 % before 2020 and 50 % before 2050, relative to 1995.The Swedish government uses a number of instruments to encourage reduction in theusage of energy, but every individual has to contribute to reach the goals.With increasing energy price the cost of living is going up. A lot of people are lookingfor ways to save energy and not be affected as much by the increasing price.Investments for insulation, replacement of windows and replacing old heating systemfor a new efficient heat pump is getting more and more common.This thesis is about investigating the possibilities in becoming independent from buyingenergy for households.

Uppva?rmningen av klimatet resulterar i att havsniva?n stiger globalt. Detta riskerar att fa? omfattande sociala, ekonomiska och ekologiska konsekvenser, i synnerhet fo?r omra?den som angra?nsar mot kusten. I Sverige har kommunerna planmonopol och fo?rva?ntas ta ett stort ansvar fo?r klimatanpassning.

AbstractThe purpose of this essay is to investigate the views Swedish elementary school teachers produce on the subject of ethics. The teachers? thoughts on selection among ethical notions is described and also how these notions are assessed. The essay proceeds from the central content and the knowledge requirement in the syllabus of religious knowledge.The empirical survey is based on qualitative scientific interviews with four teachers employed in grades 4-6 at different schools.The teachers find ethics in its current state of the syllabus hard to define and they find encounters with parents and pupils difficult in their tasks. The selection of ethics is decided by previously planned basic values education or from conflicts erupting during schools hours.

Introduction: Two women die every hour due to pregnancy and childbirth relatedcomplications in Bangladesh. It is well known that a strong midwifery profession is the key toachieving safer childbirth and it is the right of every woman to have access to a fully trainedmidwife and to a safe delivery. However this is not the case in Bangladesh. Today, theexisting nurse-midwives are not fully utilized for the midwifery services. The profession ismal-distributed, functioning as multi-purpose service provider and are not recognized as aseparate cadre of midwives.