The structures of organizations have gone through a dramatic change over the last years; as a result customer service is no longer a small side activity but a critical part in customer relationship management. Development in information technology has created opportunities as well as challenges for organizations when it comes to providing a customer service with capacity of sensing and responding to customers' needs. Previous research shows a relationship between customer response capability and customer knowledge processeses, this study investigates and confirms this relationship. However, findings show that dedication and understanding for customers needs has a direct impact on both customer response capability and customer knowledge processeses, this result indicates that customer knowledge processes and customer relationship management are difficult to differentiate. Furthermore, this study explores IT-related resources impact on customer response capability and customer knowledge processes.

AbstractThe topic ?The effects of music in the supermarket on consumer behavior,sales, and customer state of mind? was assessed to try and analyse the emotionaldifferences that may occur as well as the sales variations that may arise fromplaying music in a supermarket. The reason for this study is that grocery storesare very common and abundant in most neighborhoods, as is man?s necessaryconsumption of food. In almost every city grocery stores must compete hardagainst each other in order to succeed in offering the most appealing options toconsumers.

This thesis discusses how a historic woman is represented on stage today. The woman in mind is Sabina Spielrein, and she is portrayed in a play called: Name: Spielrein Sabina. She was born in the late 19th century and made a significant impact on the development in psycho-analysis. Since her letters, diaries and fragments was found 1977, and later on in 1982, nu-merous of people have been fascinated regarding her life, especially with her relation to Jung and Freud. One of my arguments is that there could be another story to tell, as she is living in a context when women were organized and struggled for their rights on many levels.

It is common that patients experience emotional reactions as agony and anxiety after an acute myocardial infarction. Only a few studies related to the support in the acute stage have been made. The aim was to describe how nurses declared their support to patients with acute myocardial infarction in the acute stage. The used method was semi structured interviews with seven nurses in an Emergency ward in South of Sweden. The material was processed and analysed with inspiration from content analysis and produced two main themes.

The purpose of this study is to better understand, from a foster parent perspective, how the integration process of the foster child is carried out in the foster family. The purpose is to identify the challenges and success factors in the process. The study is based on a qualitative method. The data consist of interviews with six foster families. The study?s theoretical framework is mostly based on system theory and also on the theory of ambivalence.The results show that most of our families considered five factors to be important in order to facilitate the integration process.

Violent crime can traditionally be classified as a reactive or an instrumental aggression. A reactive aggression is often characterized by some sort of provocation by the victim and the act is impulsive and the offender reacts by harming the victim. The provocation can be a threat, an insult or an attack and the act can be said to be a reaction induced by emotions. An instrumental act of violence however, often described as planned, targeted and emotional cold. The goal of the act can be to acquire money or power to maintain their status.

Violent crime can traditionally be classified as a reactive or an instrumental aggression. A reactive aggression is often characterized by some sort of provocation by the victim and the act is impulsive and the offender reacts by harming the victim. The provocation can be a threat, an insult or an attack and the act can be said to be a reaction induced by emotions. An instrumental act of violence however, often described as planned, targeted and emotional cold. The goal of the act can be to acquire money or power to maintain their status.

AbstractThe topic ?The effects of music in the supermarket on consumer behavior,sales, and customer state of mind? was assessed to try and analyse the emotionaldifferences that may occur as well as the sales variations that may arise fromplaying music in a supermarket. The reason for this study is that grocery storesare very common and abundant in most neighborhoods, as is man?s necessaryconsumption of food. In almost every city grocery stores must compete hardagainst each other in order to succeed in offering the most appealing options toconsumers.

The purpose of this study is to explore active after-school teacher?s perceptions of the concept of meaningful leisure time. The purpose of the study is also to investigate if the interpretations of meaningful leisure time affect the perception of their work roles and after-school teacher?s actual work in a leisure activity. The study also provides an insight into how afterschool teachers perceive their roles in general.

The purpose of our study is to get more knowledge about how moral dilemmas affect social workers in their work. This because we find that a big part of social work involves ethic reflections and that is why we find it important for social workers to have knowledge about how they should and can think and act in these situations. Ethic statements exist for social workers to use in their work but we haven?t found any guidelines for concrete situations and that?s why we decided to study this area. Questions we want to answer are how do the social workers define moral dilemmas in social work? How do the social workers deal with moral dilemmas in their work? How do moral dilemmas affect social workers in their work? This is a qualitative study with interviews from seven social workers from one social service office although they are from different units.

Our common future involves many important challenges. People and nature need to improve the relationship in order to reach an ecologically sustainable development. In a society where consumption of products steadily increases, the consumer awareness about social and environmental issues connected to the products becomes an importent factor. More and more companies choose to work more actively with these issues and more and more products get labelled by some of the eco labelling organisations. From the cradle to the gate means that a study has been done on a part of a products life cycle.

The aim of the study was to describe how nurses experience to handle the alcohol issues among young people and how they can identify young people?s alcohol problems, abuse and dependence. Empirical articles were searched in the databases Cinahl, Medline(Pubmed) and Discovery and resulted in the inclusion of 14 scientific articles. The results showed that nurses find it difficult to raise the issues of alcohol with young people, this partly because they feel that they have too little knowledge and that it is an emotional issue to raise. There is help instruments available that nursing staff can use to raise this issues and to identify alcohol problems, abuse and dependence.

By studying literature concerning design, didactics and reflection, and complementing those explorations with interviews with experienced design educators, this thesis challenges the idea of aesthetic media education being purely aesthetic in its characteristics. Drawing from their own experiences as a media aesthetics educator and an industrial designer, the two authors argue that the work flow used within most fields of design, commonly known as the design process, might provide a suitable didactic alternative to a field of education lacking relevant methodology. The literature study offers a better understanding of the design process and how it may be defined and viewed within an educational context. The interviews provide a more practical insight into the world of design education. The result shows that the design process as a didactical method theoretically offers both elements of critical thinking as well as direction and frames for students lacking aesthetic and artistic experience.

The Swedish military is trough the rescindment of military conscription on the 1 July 2010 taking a defining step towards a professional army. They stand before big recruitment challenges, not least to its foreign missions. This thesis aims to examine the motivations of individuals for going on missions abroad with the military. The thesis is built on seven qualitative interviews with individuals who have done foreign missions and is planning further rotations. The theory used is Fabrizio Battistellis motivation theory and a form of discourse analysis.

Schizophrenia can cause symptoms such as auditory hallucinations, delusions, emotional blunting, apathy and lack of motivation. These result in a diminished ability to participate in daily activities and bring the client group into the domain of occupational therapists. The purpose of this literature review is to compile the latest findings in occupational therapy interventions for individuals with schizophrenia. Furthermore guidance regarding the utility of the interventions will be given based on the author?s assessment of the evidence in the 22 articles included.