Purpose: The purpose of this paper is to create an understanding of how customer engagement, communication / interaction and customer insight are driving forces behind the use of Social CRM from a leadership perspective.Method: The purpose of the study, we believed it was appropriate to use a qualitative approach to conduct the study. The empirical data were collected through semi-structured interviews. The sample consisted of 10 companies located in the Gävle area who are active on social media. The interviews were coded to obtain keywords and patterns. These patterns and keywords are then analyzed to arrive at the study's results.Results and contributions: Our results suggest that all the identified benefits, customer engagement, customer insight and communication are driving forces to make use of social CRM.

Nowadays, the world around us is changing faster and faster, the globalization is increasing and harder competition puts extra pressure on companies to be more innovative than ever before. One of the fastest changing industries is the IT industry where the actors always have to be up to date to keep their competitive advantage. The authors want to find out what makes some companies in this industry more innovative than others by examining what internal elements that are necessary for innovation. Much research has already been carried out within the field of innovation and especially about innovation management, although less research exists about smaller, non high tech service companies. Therefore the authors also tries to find out how applicable today?s theories are on this special field and thereby fill a smaller gap in today?s research.

The purpose of our study is to examine whether stress among social workers is present, and if so, what strategies they and their supervisors use to manage work-related stress. The study is based on a qualitative method. The data consist of interviews, with six social workers and three supervisors. The study?s theoretical framework is based on KASAM, SOC-sense of coherence by Antonovsky, demand- control- support model by Karasek & Theorell, stress theory by Hans Selye and coping strategies by Lazarus.

I den globala världen blir det allt vanligare att det operativa ansvaret för chef eller ledare fördelas på en större geografisk bas. Syftet med studien är att med utgångspunkt från ett fall undersöka vilka faktorer som inverkar på ett ledarskap på distans. Undersökningsdesignen utgår från en studie av en enskild enhet i en ideell organisation. Svaren har sökts genom en kvalitativ forskningsstrategi i form av semistrukturerade intervjuer. Samtidigt har ett försök till korsvalidering gjorts genom att koppla resultatet till en liknande situation i en kommersiell organisation.Urvalet är ändamålsinriktat och genomfört som ett bekvämlighetsurval.

Since the Maastricht Treaty the European Parliament has gained competence in the decision-making process and the Parliament is today one of two decision-making institution, next to the Ministers of Council. In this study the main focus has been to shed light over the negotiation culture within the European Parliament, which up till now has been a neglected research area. This is of great significance because the internal negotiations in the European Parliament decide the external negotiation position with the other institutions.After face-to-face interviews with MEP:s and assistants I have been able to identify certain characteristics to create an understanding of the negotiation culture in Europe's elected Parliament. The negotiations are oriented towards a problems-solving approach and the prevailing apprehension is consensus-based negotiations instead of the existence of political blocks. The committees are stronger than the European party groups, which further encourage negotiation.

Bakgrund: Fasthållning av barn används vid ett flertal kliniska procedurer. Barns samt vårdnadshavares upplevelse av situationen är ofta negativ. Etiska principer samt lagar och riktlinjer utgör en teoretisk grund i en fasthållningssituation. Barnets autonomi samt sjuksköterskans omvårdnadsplikt är två utgångspunkter i fasthållning som fenomen. Syfte: Att beskriva sjuksköterskors erfarenhet av fasthållning av barn vid kliniska procedurer inom somatisk vård.

Cardiac troponin I (cTnI) is considered a specific and a sensitive biomarker of cardiac disease, and due to a high inter-species sequence homology; human cTnI assays can often be used in veterinary medicine. The main aim of this study was to perform an initial evaluation of a human cTnI test, the Meritas Troponin I test, for measurement of equine plasma cTnI, in order to investigate whether the test could be a possible subject for a more comprehensive validation. The hypothesis was that the test could measure equine cTnI, as there is a good homology between equine cTnI and human cTnI. The evaluation included a dilution parallelism, an intra-assay precision study and measurement of plasma cTnI healthy horses. In the dilution parallelism and the intra-assay precision study, equine plasma with previously established high cTnI concentration, according to another cTnI assay, was used. In addition, cTnI concentration was measured in plasma, collected from 19 horses, without signs of disease at physical and ECG examinations. The obtained curve in the dilution parallelism was linear, indicating that the Meritas Troponin I test can be used to measure different concentrations of equine cTnI in plasma.

The aim of the study is to investigate conflicts in working lifefrom an individual and a relational perspective, as well as to illustrate how a conflict ishandled as part of a work organisation and a working environment.When a person experiences a conflict at work what do these experiences involve and how dothey affect the well-being of the person involved and the picture he or she has of him orherself?How does a workplace conflict develop over time and how can we understand its origin andcourse?How do individuals experience the way a conflict is handled in a workplace in relation to thestructure of the organisation and leadership?The study is based on a qualitative interview method with threeindividuals who have experienced workplace conflict. Through our study we endeavoured tofind an in-depth understanding conveyed through the life world perspective of theinterviewees, which is our empirical data. The analysis is related to the study?s background ofearlier research and theory within the field of workplace conflict.On the basis of our study can we illustrate that in order to prevent and handleworkplace conflict, clear communication and individual resources are required; these include:a reflexive ability to work out issues independently.

Peer learning är en handledningsmetod, som tydliggör anknytningen mellan teoretisk och praktisk kunskap samtidigt som ett större antal studenter kan erbjudas verksamhetsförlagd utbildning. Därför vore det av intresse att undersöka om det är en tillämpar metod i specialistsjuksköterskeutbildningen mot intensivvård. Syftet med studien var att undersöka peer learning som handledningsmetod inom specialistsjuksköterskeutbildningen mot intensivvård utifrån handledares perspektiv. Studien utfördes genom fokusgruppsintervju med en beskrivande design med induktiv ansats där data analyserades med manifest kvalitativ innehållsanalys. I studien framkom sex kategorier och fyra underkategorier.

For almost a century the debate about women as ordained servants in the Church of Sweden has raged on and on. The decision to open up the priesthood for both genders in 1958 was a milestone in the women?s liberation movement as well as it marks an important time in the church history. The debate has mainly been about how to interpret scripture, who has the right to do so, and so on. Feminist theology has become one way in recent decades to paint a wider and more nuanced picture of history and how to interpret the texts often used to repress women.This essay surveys some of the steps towards that decision, as well as it paints a rough picture of what leadership among women in the church could involve before ordination became an option.

The main objective of this research was to study how increased arterial oxygenation by the use of Pulsed Inhaled Nitric-Oxide (PiNO) influenced the metabolic and cardiovascular parameters on horses undergoing acute abdominal surgery because of colic. The parameters blood lactate, blood glucose, pH and heart rate were evaluated before and during anesthesia and closely after recovery. The study showed that blood lactate concentrations decreased significantly during anaesthesia in horses treated with PiNO compared to non-treated horses. It was also seen that the lactate concentration decreased most in horses with the highest levels before PiNO treatment. Since enhanced oxygen extraction ratio was evident in the PiNO group, improved oxygen delivery to the tissue may be a possible explanation for the improved situation.

ABSTRACTAim. To describe intensive care nurses´ experiences of caring for patients with postoperative delirium after heart surgery.Background. Delirium is a common condition after heart surgery. Previous research has focused more on pathophysiology, incidence, etiology, prevention, detection and management, and less on how nurses caring for patients with delirium experience it.Design. A qualitative interview study.Method.

The occupational therapist uses meaningful activities to promote health and accomplish functional progress. The professional role is to support and enable for the client to change his/her life. One way to accomplish this is to use the group as a tool. Knowledge is needed about how learning works and which teaching methods exist to promote learning, so it is adapted after the clients´ personal way of learning. The aim of this study was to investigate which pedagogical approaches occupational therapists use in group activities.

Syftet med denna studie var att beskriva sjuksköterskestudenters uppfattningar om vilka faktorer som ingår i god handledning under verksamhetsförlagd utbildning (VFU). Data samlades in via nio intervjuer och tre skriftliga svar, med hjälp av en intervjuguide, från sjuksköterskestudenter i termin 6 på sjuksköterskeprogrammet i Uppsala. Data analyserades med hjälp av kvalitativ innehållsanalys. Två teman utkristalliserades från analysen; studentens lärande och handledningens innehåll. Studentens lärande innefattar tre kategorier; kommunikation, organisation och förhållningssätt och handledningens innehåll fyra kategorier; kommunikation, organisation, förhållningssätt och arbetsklimat.

The audiologists´ knowledge-domain is generally described as a unique combination of medical, technical, social and behavioural sciences. It gives prominence to the importance of an adequate education relating to the knowledge-demands the students´encounter during their trainee-period. However, an important question is if the educational content corresponds to the knowledge-demands during the training? Aim: This study aimed to identify the knowledge-demands of students during their trainee-period. Furthermore, to identify how the students´ actual knowledge was related to the encountered knowledge-demands.