The purpose of this thesis is to discuss how a Swedish public library approaches their costumers. I will show how a library interacts with their costumers compared to a business, which has a different economic work frame, a building materials supplier. My aim is to pinpoint differences and explore new methods for the library in order to improve their service.The theoretical frame of the thesis is based on Richard Norman's notion the Moment of truth. The moment of truth is the moment when a business has to convince their customer that they offer both the product, proficiency and service that the customer needs. Service encounters at two organizations have been observed and their differences and similarities compared.

The purpose of this study is to examine how the editorial staff from the Swedish radio program Morgonpasset i P3 and the Norwegian radio program P3morgen uses Facebook and Twitter and how they can use social media as a tool in the production. The purpose is also to examine how active both of the editorial staff are on Facebook and Twitter and which kind of language they use on Facebook and Twitter. The radio programs both work under a lot of similar conditions and are both controlled by public service in both countries. To conduct the study qualitative interviews was performed with the web editor Christoffer Malm from Morgonpasset i P3 and the radio presenter Silje Nordnes from P3morgen in combination with a quantitative content analysis. The study was conducted over a limited period of the autumn of 2013.

The purpose of this essay was to look at how the Swedish Prison and Probation Service and the Social Service work with children who have parents in prison and what they can do to ease the contact between the children and their parents. In our study we have used different questions regarding parent role, gender, child perspective, contact possibilities and collaboration. We have interviewed six prison officers and five social workers in Skåne. We have also used previously written reports. Our conclusions are that the parent role is affected by imprisonment and more amongst the women than the men.

Syfte: Mitt val av ämne härstammar från egna reflektioner och erfarenheter av att bo och leva i USA ett antal år. Jag har successivt insett att det är större skillnad mellan våra kulturer än vad jag hade förväntat mig. Med tre barn i skolan är kontaktytan mot utbildning stor och det går inte att undvika att göra jämförelser. Ämnet för uppsatsen landade i en jämförelse av serviceerbjudanden med skola och omsorg som tillämpningsområde. Syftet med uppsatsen är att med marknadsföring och service management som teoretisk bas beskriva och analysera serviceerbjudandet gentemot barnfamiljer i Virginia och Sverige.

Swedish contract law is based on the main principle of freedom of contract, which means that a contract is built on a voluntary agreement of both parties. There are exceptions from the principle of freedom of contract. In some instances a party is obliged to contract (kontraheringsplikt), which also is the subject for this paper. Kontraheringsplikt can be described as an obligation for one of the parts in a relation to come to an agreement under normal circumstances with everyone who ask for it. The cases of kontraheringsplikt are rather different.

Since the turn of the millennium a sharp increase in the interest for bio energy has been observed. Important reasons for this growing interest can be due to the fact that fossil fuels are a finite resource. A net discharge of greenhouse gases occur when fossil fuels are burned. The discharge of greenhouse gases are considered to be the main reason to the greenhouse effect. Means of control to increase the use of bio energy has been introduced and, as intended, the use of bio energy has increased. As a result of the legal provisions the ability to pay for bio energy has increased, which the forest industry view as a problem.

The idea for the project emerged when Nilorn wanted to get better control over their supplychain and improve operational efficiency. The company also want to reduce their expenses inthe continuous process of improving profitability. By choosing the right option oftransportation and mode of transport there are large potential savings for the company. Thisenables Nilorn to reduce the transportation costs and strengthen the environmentalresponsibilities by reducing their environmental impact.The flow of goods within Nilorn has over the past years increased significantly and most ofthe gods today is transported by air. The aim of this thesis is to analyse the supply chain of thecompany and evaluate the potential economic savings in this area.

The everyday work at a staffing agency and how its leaders deal with the problems that appears: A case study at Maxkompetens.The purpose of this paper is to increase the understanding of how leaders at a staffing company deal with the everyday problems that arise from a geographically dispersed workforce.The staffing industry has grown by 30-40 percent annually and has over the past 15 years been the fastest growing industry in Sweden. This shows that the interest and demand for the staffing industry and its activities are now rising at an increasingly faster pace. This is an industry that is operating under specific conditions and with a geographically dispersed workforce. This will make the leaders of a staffing company to an important link between the staffing leaders and the staffing personnel.The relationship between the staffing company's leaders and its personnel is important, but not completely trouble free. Difficulties arise in that the employees may be located in different places and at various client companies with the result that the leaders of the staffing company cannot have a daily personal contact with their geographically dispersed personnel.We have used a qualitative approach on our paper and our empirical methodology has been a case study with ethnography and interviews.

AbstractThe intention of our study was to examine the meaning of home of elderly women and men and how they experience their getting older. We also wanted to see how elderly women and men experience to receive home-help-service in their own home. The study was based on qualitative interviews with elderly women and men. The informants were five women and four men between the ages of 60-84 years. They all had everyday help from the home-help-service.

Abstract This essay is written to answer the questions of why, how and against who employees in the service sector use humour, charm and flirt in the interaction with their customers. The service management research is quite extensive, but despite this the research partly misses studies around why employees tend to act in certain ways while interacting with their customers. To understand the reasons of why they act in these particular ways, we need to know which factors that can be crucial when it comes to the employees? behaviour in these situations. By knowing the underlying reasons of using a special way to communicate with customers, it is much easier to achieve a clearer overview of the subject.

The concept of green IT is a hot topic in the industry right now. The requirements forenvironmental friendliness are becoming increasingly common. There is a lack of knowledge andunderstanding of what green IT means and how it can be achieved. Our study shows that the useof ICT can never become entirely green, but a lot can be done to become greener. We haveproduced a balanced scorecard which in theory leads to better governance, increased knowledgeand a common picture of what the work of greening IT means for employees and theorganization.

Hotell ser i dagens samhälle i regel likadana ut och konkurrerar om samma utbud och kunder. Det är således betydelsefullt att i dagens konkurrensinriktade samhälle skilja sig från andra företag som verkar i samma bransch. Nya tjänster hjälper företag att attrahera nya kunder och samtidigt behålla redan befintliga vilket har gjort tjänsteutveckling till en viktig konkurrensfaktor. Det är således viktigt för hotell att känna till vad kunderna efterfrågar för att kartlägga potentiell tjänsteutveckling. Avsaknad av konkret forskning på ämnet kan leda till att ledningen för ett hotell genomför förändringar utan att se till kundernas egentliga behov, vilket kan medföra ett stort risktagande och stora ekonomiska kostnader.

The idea for the project emerged when Nilorn wanted to get better control over their supplychain and improve operational efficiency. The company also want to reduce their expenses inthe continuous process of improving profitability. By choosing the right option oftransportation and mode of transport there are large potential savings for the company. Thisenables Nilorn to reduce the transportation costs and strengthen the environmentalresponsibilities by reducing their environmental impact.The flow of goods within Nilorn has over the past years increased significantly and most ofthe gods today is transported by air. The aim of this thesis is to analyse the supply chain of thecompany and evaluate the potential economic savings in this area.

The idea for the project emerged when Nilorn wanted to get better control over their supplychain and improve operational efficiency. The company also want to reduce their expenses inthe continuous process of improving profitability. By choosing the right option oftransportation and mode of transport there are large potential savings for the company. Thisenables Nilorn to reduce the transportation costs and strengthen the environmentalresponsibilities by reducing their environmental impact.The flow of goods within Nilorn has over the past years increased significantly and most ofthe gods today is transported by air. The aim of this thesis is to analyse the supply chain of thecompany and evaluate the potential economic savings in this area.

SammanfattningAnalysen undersöker meningserbjudandet gällande konsumentfrågor i tre läroböcker inom hem- och konsumentkunskap, med utgångspunkt i kursplan 2000 (Skolverket, 2000a). Först definierades och avgränsades konsumentfrågorna med hjälp av konsumtionsprocessen (Bjurström, 2004, McGregor, 2011a). Det andra steget i analysen var att kategorisera det befintliga konsumentinnehållet utifrån tre undervisningsstrategier: fakta-, normerande- och pluralistisk undervisningsstrategi (Skolverket, 2002, Kronlid & Öhman, 2010). Som ett tredje steg genomfördes en analys även av kursplan 2000, med hjälp av de tre undervisningsstrategierna. Detta tredje steg utgick ifrån antagandet att läroböckernas legitimitet och relevans styrs av kursplanen (Sellander, 1988, Lundgren, 1989, Englund, 2011).