Abstract ? ?Aggregate complaints in banks MIS?Date:                       June 8th 2012Level:                      Master thesis in Business Administration, 15 ECTSInstitution:                School of Sustainable development of society and technology, Mälardalen UniversityAuthors:                  Abdulla Ahmed Ibrahim         Alexis AnderssonTitle:                       Aggregate complaints in MIS ? A case study of Nordea BankTutor:                      Carl G ThunmanKeywords:               Aggregate, complaint, dissatisfaction, content analysis, Nordea, MIS.Purpose:                  The paper aims to develop a model of how Nordea Bank can monitor customer dissatisfaction through aggregated dissatisfaction analysis. Furthermore, the study aims to identify improvement proposals in Nordea based on the developed model and conducted interviews.Method:                  This thesis consists of qualitative interviews. Personnel at the local office in Västerås has been interviewed as well as Nordea?s customer ombudsmen, former office employee at Nordea, data analyst, head of customer inquiries, Professor of database technology and also a researcher in language technology.

The purpose of this examination was to make a qualitative study focusing on children's influence from a gender perspective. The study is based on interviews. We wanted to investigate teachers' perception of children's influence in the preschool.Earlier research on children´s influence and gender has also helped us in the conclusion of this examination.The survey consists of ten interviews with teachers of varied work experience in the preschool. We also chose to interview teachers in other positions, since this is often the case in preschools today. From the result we can see that there are different levels of skill and awareness regarding the topic of children's influence from a gender perspective.

I modern tid är den så kallade transaktionsmarknadsföringen det paradigm som till största del präglat marknadsföringen. Utvecklingen och globaliseringen har bidragit till att marknaden blivit mer transparant, kunderna ställer högre krav och det räcker inte längre med att endast erbjuda en produkt/tjänst. Företagen måste för att kunna konkurrera, bygga relationer och erbjuda bästa möjliga service, sätta kunden i fokus. Ett sätt för att lyckas är enligt forskningen att implementera Customer Relationship Management (CRM) i organisationen, något som visat sig vara problematiskt och svårt. Ett av problemen är att CRM ofta likställs med teknologi och därför utelämnas flera viktiga delar i implementeringsprocessen.

The purpose with this thesis was to study the special pedagogical perspectives that stood out in documents written by the special teachers in preschool. In order to maintain the thesis research questions a text analysis was carried out on the document ?Handledningssamtal? that was used by the special teachers in their contact with the teachers in preschool. The documents were analyzed based in the special educational perspectives and the results and measures from the analysis were divided into three levels; individual, group and organizational level. Finally a study of the connection between the analysis and the measures was carried out and the result was reported in a typology schedule inspired by earlier research.

This paper aims to examine what reading books convey as normal for first grade children. The question at hand is to find out what children's reading books convey as normal within the context of intersectionality with a focus on sex, class, culture and "race". Text analysis of two reading books has been conducted, using discourse analysis with an intersectional perspective. In analysing the texts, selected sections from the books have been examined using the method of close reading. Within the context of intersectionality, classifications have been made and selected according to the categories sex, culture, class and "race".

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.

Authors: Tobias Nilsson & Vedad LjeljakSwedish title: A case of a football club?s brand. En fallstudie om en fotbollsklubbs varumärke, ?Kall hjärna, varmt hjärta och rena händer?AbstractPurposeThe purpose of our study is to understand brand building of a Swedish professional football club. MethodThe method that has being used in the essay is a qualitative study where we have used semi constructed interviews to create a deeper understanding for brand building in a football club.

?Intensive family therapy?Journal studyAbstractThe Family board in Falun gives since a couple of years priority to intense familytheraphy work with families in need of help/support. Intensive family therapy (IFT) was developed during the 1970s with the purpose of helping families. The theoretical mainlines upon which the IFT ? model is based is the, structural-, strategic- and systemic perspective.

The purpose of this study is to examine how two educators at a preschool that is located in a neighborhood south of Stockholm works with TAKK with children who has Down syndrome in a language promotion purposes. The aim is also to investigate what teachers think about using TAKK with children without special needs and children with Down syndrome.In this study, I used qualitative research methods. I've used both observations and interviews to get answers to my questions. The theories which I have used in this thesis is, socio-cultural perspective, including integration and segregated integration.In order to find out how the educators work with TAKK I have asked these questions:How do the educators work with TAKK with children with Down syndrome from a language development perspective?What do the educators express about using TAKK with children without special needs and with children who has Down syndrome?My conclusions to these questions are that the literatures I have read in many ways are consistent with how they work.

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.

The purpose of this quantitative study has been to investigate teenager?s perception of obsessions and compulsive acts. Teenager?s perceptions and experiences as well as connections between the taboos surrounding the topic and the perception have been examined. The study has taken in to consider gender perspective, in regards to certain topics.

This paper is a study of a European citizenship in relation to two different perspectives on citizenship ? universalism and pluralism - from a gender perspective. We discuss a universal citizenship with equal rights and a pluralistic citizenship with different rights (groupdifferentiated rights), in relation to women within the European Union.First, we try to decide whether the European citizenship draws towards a universal or pluralistic direction. Secondly, we discuss problems with the universal and the pluralistic citizenship in relation to women in EU. It's not evident which of them best favours women's needs and interests; both are problematic in its own way.

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..

The aim of this paper is to elucidate and analyze history teacher's didactic choices in the conflict between unequal educational materials and the requirements of equality in the curriculum of Swedish secondary school. The empirical data consists of interviews with five secondary school history teachers, observations of their lessons as well as analysis of their tests. The starting point was to investigate teachers' didactic work in the role as a bridge between the non-equal historiography presented in textbooks in history and the curriculum?s demands for equality. Three different approaches have been observed in the teachers' didactic work when considering gender perspective into their teaching: that women become extensions in a male-dominated historiography; that another part of the story is presented when a gender perspective is considered; and that the gender perspective is included in history teaching and becomes an integral part of all the content of the subject.Several of the teachers acknowledged that gender equality is less prioritized than the courses core content and related assessment criteria.