Information technology and globalization has led to an increasing competition and service production has been more and more independent of locations. This has made a market of outsourced telephone costumer service possible. Due to high establishment the market has been saturated and with that price has sunk. Customer companies have the last few years got more negative to outsourcing of their telephone customer service as they through operating the customer service internally want to get closer to their customers.In the empirical study the writers try to figure out which companies the callcenters should try to aim towards to get long and profitable cooperation. This will be done through deducing guiding principles from theories about how different factors around companies costumer service should look like.

The aim of this study is to analyse how children?s literature for ages 6 ? 8 is adapted to pupils with reading difficulties. The material used for analysis in this study is six children?s books, examining some of the criteria by which a text is classified as easy-to-read. The result of the analysis shows that there is a possibility for pupils with reading difficulties to read something other than easy-to-read literature if it is carefully selected.

The aim of the study was to examine if the benthos in a restored portion of a small lowland stream south of Linkoping differed from two non restored reference areas two years after restoration. The reference areas were one stretch downstream and one upstream stretches of the restored stream. The benthic invertebrates were collected using standardized kick sampling. In order to classify the communities and estimate any differences, three different indices were exercised. In addition rank-abundance curves and checklists were used to get a picture of species composition.

Då mängden information bara ökar, så ökar även behovet att ha åtkomst till informationen lättillgängligt. Detta skapar då ett behov för ett gränssnitt som kan söka bland informationen. I detta arbete har det undersökts om en implementation av Vector Space Model ger mera relevanta resultat jämfört mot en enklare implementation som inte baseras på Vector Space Model. Sökningen utförs i en relationsdatabas med ett inverterat index, databasen fylls med data ifrån internetforumet Stack Overflow. Genom att bygga en sökmotor som returnerade två olika resultatlistor för varje sökning så fick tio användare testa och utvärdera resultatens relevans.

Title: Time to renovate ? The effect of communication on the relationship between company and customer in a change situationCourse/subject:Busniess administration, Leadership, 15hpAuthors:Fredrik Elghag, Ossian OlssonTutors:Ingemar WictorKeywords:The Million Programme, Communication, Relationship Marketing, Tentant, Landlord.Problem formulation:How does communication affect the relationship between company and customer in a change situation?Purpose:Examining how different parts of a communication process affects customers trust, commitment and loyalty to their company.Theoretical framework:The starting point for the study?s theoretical perspectives have been Morgan and Hunt?s (1994) previous studies on relationship marketing and Laswell?s (1948) communication model.Methodology:The paper is performed with a qualitative research approach and a deductive approach to answer the research question. Personal interviews were conducted with four employees in real estate companies and two tenants in each company stock.Conclusion:We have found that communication affects the relationship between company and customer. Tentants have experinced credibility of businesses is important for them to have a confidence and loyalty in the relationship. .

Handel med derivat har ökat explosionsartat på den svenska marknaden de senaste åren med möjligheter att handla i derivat med ett stort antal olika underliggande tillgångar. Denna utveckling har dock inte skapat möjligheten att handla derivat med utvecklingen på den svenska fastighetsmarknaden som underliggande tillgång.Möjligheterna att idag få fastighetsexponering utan att direkt äga fastigheter är begränsade och har låg korrelation med utvecklingen på den svenska fastighetsmarknaden. Ett ämne som har diskuterats flitigt innan fastighetskrisen 2007 är möjligheten att handla derivat med den svenska fastighetsmarknaden som underliggande tillgång. Problemet har varit att det inte funnits ett tillförlitligt index som man kan använda för att prissätta derivatet. Nya typer av index har utvecklats de senaste åren och därmed skapat en möjlighet att introducera fastighetsderivat som produkt på den svenska marknaden.För att kunna handla med fastighetsderivat krävs att en del förutsättningar uppnås däribland likviditet, ett fungerande underliggande index, en osymmetrisk marknad och en aktör som agerar som någon typ av återförsäljare av produkten det vill säga någon som erbjuder handel i fastighetsderivat.

As of 1 July 2008 the revised Swedish Code of Corporate Governance applies to all Swedish companies whose shares are traded on a regulated market in Sweden. The purpose of this thesis is to investigate whether the introduction of the revised Code has affected the disclosure practice among Swedish companies. We investigate a sample of 43 small and mid cap companies listed on the OMXS Exchange that has previously not been covered by the regulation. We develop a disclosure index, measuring the disclosure level in annual reports before and after the introduction of the Code. The results from the study show that disclosure level has not increased after the introduction of the Code.

The purpose of this study has been to examine how customers, by interacting with each other, can communicate and create the image of a brand. We find this topic to be relevant since there are no previous studies conducted concerning the customers influence on the brand image. Our ambition has been to describe in what ways and to what extent the customer can affect and influence the brand image by communicating with other customers. To fulfill our purposed we have targeted three important questions which are:? In which ways can the customer affect the communicated image of a brand?? To what extent can the customer influence the brand image and the perceived value?? Who has control over the brand, the customer or the company?For this study we have used a qualitative approach in which we have conducted eight personal interviews with brand consultants and the editor of the magazine Dagens Media which has given us the foundation for our analysis.

Rysslandsfonder är en av många fonder som finns tillgängliga för att investera i. Ryssland har haft en starkutveckling de senaste åren. I uppsatsen görs en jämförelse av utveckling och risk mellan Rysslandsfonder och den svenska markanden representerad av SIX Return index. Utvecklingen hos Rysslandsfonderna har månadsvis under perioden 1999-2005 varit betydligt mer gynnsam än för det representerade Sverige index. Risken med standardavvikelse som en indikator för detta visar att det innebär en större risk att investera i Rysslandsfonder.

Background Satisfaction of life and wellbeing is shown to be important when the quality of life is to be understood. The nurse has a significant role in the care of the patient and in his/her experience of life. Aim The purpose of this study is to examine the quality of life, from a nurse perspective. Method The text analysis was carried out with qualified attempts, of a book, "Quality of life a challenge for the nurse" (in Swedish) by T. Rustoen, a nurse who also worked as a teacher in Norway.

The information flow is a very important process in an organization. It affects in a decisive manner the effectiveness of a task. It also has a major impact on the quality of the product or service for which the organization delivers to its customers. Lack of information may cause that important aspects are not given the required attention or even forgotten and can in turn lead to criticism from certification officials and lower customer satisfaction. The purpose of this study was to study how the information flow in Norrskog?s field organization is handled and how this affected the quality of the work performed and the feedback given to the contractors, The study is based on qualitative interviews with contractors, production inspectors and forest inspectors on all Norrskogs districts.

AbstractAttitudes towards the reference situation and the meetings between library users and librarians have become the subject of much debate in the library setting today. The aim of this two years master´s thesis has been to examine six librarian?s attitudes and apprehensions concerning the interactions between the librarian and the users in the library setting. We were also interested in knowing how a library can work to become more service oriented and customer centred. We conducted six interviews with librarians located at three different libraries in Sweden.

The aim with this thesis came out of a strong interest for Passage Retrieval. Our intention has not been to evaluate an IR-system. Instead our goal has been to analyze the result of indexing documents and their passages. We have been studying the weights of the different terms in the different indices, in comparison with other parameters like frequency, normalized frequency and the inversed document frequency. Further more we have been looking at how the weights are spread using for instance the standard deviation.

Background: Moral distress is an increasing concern among nurses in their workplace. Previous research has suggested that moral distress is associated with ethical climate and job dissatisfaction. Economic restraints in the organization have led to loss of nurses from the workplace. Aim: To examine nurses experience of moral distress and their causes. Method: The study was a literature review. Twelve articles were used in the study.

The objective of this study has been to examine which significant values are of importance in the telecom sector today, and in a continuing perspective yet to be. To ensure the factors of relevance in the study, we have identified three purposes: - Our first purpose is to clarify the eminent values in the competitive market of the mobile phone operators today, and the reason for its importance.- The second purpose is to understand the function of the brand regarding to value creation and loyalty in the sector of mobile phone operators.- The third purpose is to explore the potential approaches for mobile phone operators to increase value.In this study, our approach has been a qualitative methodology by conducting seven interviews with respondents related to the telecommunication sector.As a result of the process, we find the need to divide the concept of value into two dimensions, which we entitle organizational related values and customer related values. We have found the values related to the characteristics of the market in aspects of its infrastructural features but also in regards to the homogenous core service.Our findings in the empirical data with support to our theoretical frame of reference, is the current highly important organizational related value of constant high result quality (well-functional technological aspect), and the value enhancer by a low price; the strategy of bundling also results in higher value. This result in customer related values that perceives as safeness, availableness and convenience. The brands are a significant source of customer related values with identity value, image value and assuredness. A continued advancement in process quality and individualization will imply greater customer related values of closeness, freedom and flexibility. .