Effektiv kundsupport har blivit allt viktigare och studier visar på att de kunder som lämnar företag gör det till följd av dålig service. Anledningen till att uppsatsgruppen valt Customer Relationship Management (CRM) som ämnesområde är på grund av egna erfarenheter och upplevelser av dålig och opersonlig kundsupport. På grund av detta finner uppsatsgruppen att det är intressant att undersöka hur företag hanterar kundsupport och hur informationsteknik (IT) kan stödja denna verksamhet. Uppsatsen är skriven ur ett deduktivt angreppssätt som kännetecknas av att empirisk data testas mot befintlig teori. Det empiriska materialet samlades in genom att intervjua fem företag som bedriver support med stöd av IT.

This study examines implementation from national law in to local practice in the district of Kalmar to assure newly arrived immigrants orientation in civics. The study takes its starting point in Lipskys theory about street-level bureaucracy.  Questions that are discussed are about how  the education is understood by refugee?s coordinators, civic communicators and the new immigrates, how the organization has been and what role the demography and economic structures has played for the organization. It is a case study where interviews and enquete has been used.

This thesis deals with the question of how and to what degree Swedish history books for schools changed between the early 20th century and the 1960s. The theoretical foundation for this study is a perspective which treats historical accounts as narratives, bringing meaning and orientation to the present. According to this perspective, historical accounts may be divided into four different types of narratives, traditional, exemplary, critical and genetical. The basis for this division is how the narratives use the past to make the present understandable.The following conclusions are reached:That Swedish history books for schools have changed less, and in a moore gradual way than those dealing with general history. There is a growing use of genetical narratives at the expense of mainly exemplary ones.

Aktörer inom fastighetsbranschen har visat stort intresse att möta den nya Generation Y och söka kunskap inom marknadsföring mot dessa. Aktörerna efterfrågar kunskap för att bygga långsiktiga kundrelationer, där bostadsbristen inte är lika utbredd som i storstäderna. Syftet med denna studie är att analysera om engagemang, förtroende och lojalitet är avgörande faktorer vid skapandet av långsiktiga kundrelationer med Generation Y. Vidare presenteras teori angående vad som ligger till grund för långsiktiga kundrelationer. 103 respondenter har medverkat i en internetbaserad enkätundersökning där svaren har analyserats i det statistiska analysverktyget SPSS. Följande analyser har genomförts: korrelationsanalys, faktoranalys, regressionsanalys samt klusteranalys.

Traditions are something that is very important to many people, Christmas is usually no exception. Christmas tree, Christmas ham, herring and candle lights are just as important as the advent candlestick. The advent candlestick help you get the Christmas feeling during the countdown. In this report the work with a new advent candlestick concept can be followed step by step.A lot of information was needed in the beginning. By doing some research, surveys and interviews the ground was established for further work.

A few hundred metres from the beach on Fårö, Gotland, is a small lot with pine trees, green moss and wild fl owers situated, owned by my brother and sister. Eventually they would like tobuild a summerhouse here, in close proximity to their relatives. My project is a proposal for the summerhouse at the site, within the restrictions of 61 m² building area, with focus on interior,exterior and the environment.My proposal is a house close to the surrounding nature, with reference to the the building tratition on the island and with local materials. Orientation to the sun, road and neighbours hasall infl uenced my ideas of this house and the relation between inside and outdoor living, were important in my creative work. The aim was to create a house made for the family and theirholiday lifestyle and allowed consideration for the possibility of a growing family with more children.

Title: Nordea Life and Pension during financial crisis Subject: Business administration, Candidate thesis 15 p. Authors: Seyithan Öngörur och Adnan Yari Instructor: Peter Lindberg Date: 2010-01-13 Key words: Nordea, the financial crisis, advice, marketing, customer relationship Purpose: The purpose of the study is to provide an understanding of how the financial crisis has affected Nordea Life and Pensions market growth based on market share. We also want to give an understanding of what factors may be responsible for the outcome that it may be helpful in future financial crises. Method: A qualitative study was the basis for the study, where three interviews were carried out by the respondents from Nordea Life and Pension.  Theory: In this section we have focused on relevant theory and has divided them into different themes, advice, current legislation, marketing, consumption and buying behavior. Conclusion: The study shows that Nordea Life and Pension had a positive growth during the financial crisis and a number of factors are presented that may be the basis for the outcome.Proposal for further research: Since this study was limited to one company it may be intresting to investigate and examine the consuling industry market as a whole affected by the financial crisis. Contributions: This paper has provided an understanding of how Nordea Life and Pensions affected during a financial crisis, based on market share and the factors that may have been the basis for this..

This thesis is about Fristadstorget in the city of Eskilstuna and how the square flow together with the user orientation could be improved. This work focuses on how public spaces best satisfy users through architecture, cognition and information interpretation. I've looked at people's movement patterns in Fristadstorget, with the help of observation from strategic locations. While I also integrated the city?s surrounding and taking in information from already existing buildings around the square.

This thesis will explore how the medium of film is treated in the recently published Swedish textbooks and how these textbooks take into account the four different aspects of Cineliteracy.Cineliteracy is a theory which advocates the necessity of students' increased cinematic knowledge by presenting the four skill areas that should be included when it comes to teaching film in school. The theory implies students´ analytical skills, contextual knowledge and knowledge of the film canon as well as the development of students' skills to produce films. Cineliteracy theory finds support both within Swedish National Agency for Education and in recent Swedish research.This study includes investigation of eight new textbooks, adapted to the criteria for the new Swedish curriculum 2011. The analysis will be limited to textbooks for the course Swedish 1, since it is mandatory regardless of the orientation of the student?s education..

Our purpose of this paper is to seek an understanding of which service quality factors that affects customers in their decision making progress regarding purchasing financial services such as pension products. We also seek to evaluate the different service quality factors by compare their relative strength against each other. The study aim to investigate if there are any connections between customer behavior variables such as gender, age and income in comparison to these service quality factors related to pension products.The findings aim to help a small financial institute such as our case company Plain Capital to understand how their customers experience service quality regarding pension products.In order to find empirical results we conducted a qualitative research as well a quantitative research. The qualitative research employed both a focus group interview with pension savers and an interview with our case company Plain Capital. We were able to identify the service quality factors for pension?s products with help from the focus group interview.

The study aims to investigate the impact of industrialised homebuilding in the creation of the aestheticproperties of the dwelling architecture.The concepts of industrialised homebuilding and the aesthetic properties of the dwelling architecture aredefined by previously developed models. In these models, industrialised homebuilding is described byeight characteristic areas. The aesthetic properties of the dwelling architecture are described by sevenaesthetic qualities.The study was conducted as a qualitative study, and in-depth interviews were conducted. The companyJM AB is the analysed unit that the author of this report has chosen to study. JM employees and by JMhiredarchitects were interviewed.The report concludes that characteristic area planning and control of processes are considered to havepositive impact on the aesthetic qualities if the process is designed in such a way that the creations ofthese are admitted.

I studien, vilken omfattade 177 svenskfödda studenter, utvecklades och kontrollerades enegenkonstruerad enkät: SAPS. Även könsskillnader i fördomar mot okända personers etnicitetoch kön samt könsskillnader i Social Dominance Orientation (SDO) undersöktes. Fördomarmättes med SAPS och SDO mättes med en svensk översättning av SDO scale (Pratto et al.,1994). SDO scale användes också som validitetskontroll av SAPS. Statistisk prövning medSpearmans Rho visade på en negativ korrelation mellan SAPS och SDO scale.

Abstract Spiritual gardening, historical perspective and epistemology, - how do these concepts connect? A review of the ideologies of four pragmatic growers. The purpose of this thesis is: ? to present an alternative forthcoming perspective on knowledge, that may be of significance for future theories and knowledge about growing and gardening. ? to lift experiences with Nature Spirits into an academic context, that permits us a closer look at the phenomenon. ? to contribute to an academic platform connecting humanistic and natural sciences. The intention of this text is to bridge the differences between the strictly rational traditions of knowledge and those more experience based ones. The thesis wants to show that much can be won if feeling based and mental reflections once again are approached as equal sources of knowledge. The aim is to give an orientation about the subject of Nature Spirits. The interesting fact is not whether (that) one can talk to nature, but how one does it and that more can be understood about nature and the reality that the established sciences study. The form for this study of literature is a describing presentation; to put names on and give wording to the phenomena of Nature Spirits and Plantdevas. The sources of literature are four pragmatic practitioners of spiritual gardening who have written extensively about their own work.

This thesis work has introduced process orientation at the printing company Color Print Sweden AB. The outcome ofthis work is a survey of the work flow at the prepress department. To visualise the production process at the companya comprehensive mapping of the main process, order-to-delivery, has been made. The work has detected a couple ofcritical elements in the existing process. These elements are the following: initial check of material delivered to the prepressdepartment as well as the control made of the plotter print-out, digital test print and plate.

The world is currently facing a huge severe challenge in handling the issue of climate change. One of the ways to lower the green house gas emissions, which is seen as one of the main contributor to the climate crisis, is to use renewable technologies such as for example photovoltaic (PV) systems. PV-systems are also suitable for so called micro production, small scale energy production facilities, since it can be placed on practically any rooftop with the right solar conditions. In Sweden the usage of PV-systems has not yet gotten any wider spreading, even though the solar radiation conditions are very similar to countries that produce a lot of solar energy, as for example Germany. The aim of this paper is to describe non-adopter perceptions of PV-systems. The study holds a qualitative approach using deep interviews for data collection.