För att nå ut till kunder och upprätthålla en god kundrelation är kund- och supporttjänster en viktig arbetskraft, vilken över telefon, representerar sina företag genom att hjälpa, sälja och erbjuda förbättringar till kunder. Denna kvalitativa studie är genomförd på ett internationellt företag i Sverige som har en stor avdelning för kundtjänst och support. Bland de ungefär 20 000 samtal i månaden som kommer in till supportavdelningen finns flertalet arga, missnöjda och frustrerade kunder. I studien undersöktes hur supporttekniker hanterar aggressiva kunder och hur de reglerar sina emotioner inför kunden så att uppträdanderegler följs och samtalen inte förvärras samt identifierades de vanligaste copingstrategierna. Halvstrukturerade intervjuer genomfördes med elva män och nio kvinnor.

Syftet med denna studie är att öka förståelsen för studierelaterad stress genom att höra och analysera gymnasieelevers beskrivningar av hur de själva upplever studierelaterad stress. Jag har använt mig av ett fenomenologiskt perspektiv då jag sökt svar på studiens frågeställningar med hjälp av den kvalitativa forskningsintervjun som metod. Resultatet visar att samtliga elever har erfarenhet av studierelaterad stress även om det enbart är kvinnorna som upplever hög grad av studierelaterad stress. Eleverna menar att stressen ofta är självförvållad. Dålig planering och betyg är vanliga stressfaktorer.

The notion of door policy has received little academic investigation. In the media this phenomenon has however received much attention and has been connected to allegations of discrimination. The authors of this thesis take another view in trying to identify the mechanisms behind door policy from an economic perspective.Based on case studies in nightclubs in Stockholm the authors conclude that there are two types of door policy: including and excluding. While including door policy aims to comply with regulations and commonly is part of a cost-leadership or focus strategy, excluding door policy is primarily a tool for attracting and selecting a certain audience in line with a product differentiation strategy. It thrives on the principles of exclusivity and reciprocity.Forming the identity of a club, audience is of great importance and excluding door policy is found to be an important tool in creating the correct composition of audience, which ultimately aims to increase profitability..

Essay in political science, C-level by Lisa Kringsberg, spring semester 2007. Tutor: Susan Marton. ?Democracy by force ? A case study of Iraq?The purpose of this essay is to examine how the new Iraq strategy, formed by the United States, is going to effect Iraqs possibilities to become a democracy. To come to any conslusions about this I ask two questions: 1) Did the United States take in considiration what researchers think should improve the possibilities for a country to develop democracy? and 2) Did the United states take in consideration researchers presumptions in relation to Iraqs possibilities to become a democracy?My examination is a case study of the Iraq strategy from 2007.

Background: Competence development has become more important since the pressure on effectiveness is increasing and organisations are expected to constantly improvement. The design of the competence development activities is governed by the strategy which in turn will affect the outcome of the same. A knowledge intense business in which changes recently have taken place is healthcare, a business in which competition also has increased as a result from globalization. Due to this, it is highly important to take care of and improve the competence of individuals. According to this, we have found that healthcare is an interesting business to study with regard to competence development.

Diabetes typ 2 är en kronisk sjukdom som ständigt ökar. Syftet med denna litteraturstudie var att beskriva patienters upplevelser av att leva med diabetes typ 2. Nio vetenskapliga artiklar analyserades. Analysen resulterade i fem huvudkategorier; upplevelser av att ändra livsstil, coping - ett sätt att hantera sin diabetes, upplevelser av en förändrad självkänsla, upplevelser av vårdpersonalens bemötande och framtidssyn. Resultat som framkom i studien var svårigheter med att ändra livsstil beträffande kostvanor, hantering av medicinering och fysisk aktivitet.

This paper focuses on traditional clothing enterprise IT strategies. The purpose was to investigate the correlation between traditional clothing companies IT strategies and their brand. In a market where the competition is high it has become more important that the company targets a customer segment. To reach their targeted customers the company builds their brand with different corporate strategies. This segmentation is necessary because of the high exposure to competition, and a well-established brand could be a prerequisite for profitability.  In today?s market, IT has a major impact on the clothing business.

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.

Långvarig muskuloskeletal smärta är ett stort problem bland Sveriges befolkning idag. Vid långvarig muskuloskeletal smärta behövs copingstrategier för att möjliggöra hanteringen av smärtan. Vilka strategier en individ använder sig av är beroende på individens livshistoria. Det är av vikt att sjuksköterskan har ett holistiskt synsätt för att kunna ge stöd åt individen vid valet av copingstrategier. Syftet med litteraturstudien var att identifiera copingstrategier hos individer med långvarig muskuloskeletal smärta.

This master's thesis focuses on the development of a strategy for aninformation service in the area of digitization of cultural heritage andresearch, with a web based platform as implementation of the strategy. Viathe platform, digital collections and research are presented and shared.Services around the platform are provided. Support activities comprise thewhole chain of digitization, from digitization to archival of the digitizedobjects. The information service aims for a new approach to combine ICT andestablished research; research and industrial practice were combined andcooperation of participants from various backgrounds was enabled. Thestrategy and organization of such information service was described using a?quality management system?, standard ISO 9001.

I Sverige har befolkningens hälsa försämrats och sjukskrivningarna har ökat. Syftet med denna studie var att undersöka samband och gruppskillnader i upplevelsen av psykisk hälsa, stresshanteringsmetoder och arbetsfamiljekonflikt. Resultatet baseras på en enkätundersökning med 50 arbetare inom livsmedelsindustrin, varav 23 föräldrar, 24 ickeföräldrar, 36 män samt 13 kvinnor. Resultaten visar att om relationen mellan arbete och familj är god, är även psykisk hälsa det. Föräldrarna upplevde i högre grad än ickeföräldrar att de inte hade tillräckligt med tid till familjen på grund av arbetet.

The purpose of the paper is to explore of what importance network relations are to the small fashion company Clemens en August. Clemens en August is a new German fashion label, which has the goal to become established in the high-end segment. The company uses an innovative sales strategy, directly distributing its products to the end costumer. The theories used will serve as a tool to analyze Clemens en August 's strategy from a network perspective. As the Bachelors thesis nr: 12464 ?Clemens en August ? A Network Perspective?, authors; Malin Elmlid, Biancastella De Angelis and Carsten Juldorf, date of approval 2006-01-11, contains delicate data about the studied company we have decided to classify it as secret.

ABSTRACTTITLE The investors guide to hedge fund strategies ? A comparing study of hedge fund strategies on the Swedish market.COURSE Bachelor Thesis in Finance KEYWORDS Hedge funds, Hedge fund strategies, Swedish hedge fund market, Investors, Average return, Riskadjusted returnThe ThesisInvestor?s general knowledge about hedge funds and hedge fund strategies, is compared to other investment alternatives low. The purpose of this thesis is therefore to clarify to investors how examined hedge fund strategies separate concerning risk and return in hedge funds. This, in order to facilitate for investors understanding which hedge fund strategy will be more suitable for them. To achieve this, the thesis is mainly focusing on quantitative data, which is complemented with qualitative findings in terms of a questionnaire.

Background and Problem: Human Resources are considered one of the most important assets when competing with other companies. There are a lot of studies made in general on the subject while studies considering a specific context are missing. To consider the context when adapting a HR-strategy is interesting as the structure of the organization and the environment affects both the organization and the individuals within it. To study how the controversial context affects an organization is particularly interesting as the context is subject for discussion in the society.Aim: The study's purpose is to investigate how Human Resources are handled in a controversial business and to identify success factors when adapting the strategy to the controversial context.Methodology: The study started out by collecting theories connected to the subject with Fombrun, Devanna & Tichys HR-cycle. Interview questions where made based on the theories and answered by three of the case company's employees, whom all are well familiar with the case company's HR-strategy.Conclusion: We have come to the conclusion that there are no remarkable differences when handling Human Resources in a controversial context then in earlier published theories.

Stress is part of everyday life and in the working conditions of the social services in Sweden. Thus each and every person has resources and strategies to cope with those stressors that construct the assumption of stress. The aim of this study was to understand how persons in leading positions of the LSS of Social Services in Kalmar experience and cope with stressors in their leadership and organization and to investigate what factors during working and non-working hours promote health. Influenced by the theoretical approach of Aaron Antonovsky´s Sense of Coherence seven qualitative interviews were conducted with persons in leading positions. They were asked about stressors, coping strategies, resources and health promoting factors that help to cope with stressors.