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.

This is the report on a study made to find a correlation between the Johari window and the games that the possessor of given Johari window enjoys to play. A Johari window is a graph that shows an individual?s ability to receive and give feedback. One obvious correlation was found between individuals enjoying role playing games and their possessing Johari windows showing a good ability to give feedback. The reasoning behind this is that the ability to give feedback is based on the capability to express oneself to the external environment, and that one would need to be comfortable with expressing oneself to an external environment in order to enjoy interacting with the narrative that takes place within the role playing genre..

Vi har gjort en kvantitativ studie som avser att kartlägga produktionsarbetares upplevelser av faktorer kan påverka hälsan. Dessa faktorer har vi delat in i fyra rubriker som genomsyrar hela uppsatsen, de är Delaktighet, Feedback, Arbetsmiljö och Lärandet. Data samlades in genom att enkäter som lämnades ut till 97 produktionsarbetare på två olika företag. I resultatet belyses personalens åsikter och upplevelser om feedback, delaktighet, arbetsmiljö och lärande och hur det påverkar dem i arbetet. Slutsatser som kan dras är att respondenterna i vår undersökning mår bra men de skulle få ännu bättre hälsa om de kände mer delaktighet och om de skulle få feedback när de gjort bra ifrån sig.

It has become more and more common that companies in the service sector are beginning to understand their own effect on the environment and thus the need to contribute to a sustainable development through acting in a deliberate way. Serious environmental work can help a company to improve their image and in that way win competitive advantage that leads to improved profitability. In a short time perspective, adjustment to the environment is an opportunity to gain competitive advantage and an opportunity to develop a profile. In a long time perspective it is about survival. The environmental work has become a sequel to the work with quality.

Syftet med studien är att ta reda på vilka hänsyn som måste tas när underhållningsprogram, bl.a. de som är baserade på utländska format, produceras för att visas i Public Service-kanaler.I studien, som ....

In recent years, the digitalization and media convergence has increased, which has made the market for public service- medias more competitive. Perhaps this is why public service has chosen to communicate with recipients outside their own channels.The purpose of this quantitative study is to find out how students attitudes looks towards the fact that public service are performing marketing communication. To find out, we conducted a survey, as 256 students of Linnaeus University in Kalmar answered. Together with the study we have used different theoretical references in order to analyse the responses from the survey, and obtain our conclusions.By analysing the empirical material we came to the conclusion that the majority are in favour of public service performing communication outside its own channels. But we also noticed that the communication needs to be in a certain way for the students to be positive.

This thesis attempts to clarify the impact of cultural differenceson customer expectations of service level. Furthermore, wewant to determine whether or not expectations of service differenough to be quantifiable between two countries, Sweden andthe US, mostly regarded as similar in business practices. The conclusion showed that higher ratings on four of Hofstede?s five cultural indexes were associated with higher customer service expectations overall, and in all four SERVQUAL dimensions. This research contributes to retail internationalization and customer expectations theory.

Because of an increasing demand from customers and changing external environment, there is a need for continuous improvements, for both manufacturing and service organizations, to meet these demands. Manufacturing organizations have been working systematically with quality improvements for a long time, but it has not been as common for service organizations. Because of that the methods to use for implementation of the systematic improvements have not been designed to fit service organizations, and not either for public organizations. The purpose of this thesis is to explain if and why the Swedish Road Administration?s organizational culture and handling of ideas and deviation support an implementation of continuous improvement management.

Syfte och frågeställningarSyftet med denna studie är att undersöka lärares uppfattningar och föreställningar om bedömningsredskap och strategier, i synnerhet feedback samt hur lärare skapar förståelse för förväntade lärandemål och framgångskriterier.- Hur arbetar lärarna med att skapa förståelse för förväntade lärandemål samt hur förmedlar de framgångskriterier till eleverna?- Hur arbetar lärarna med feedback i sin undervisning?MetodStudien är grundad på kvalitativ metod som datainsamlingsmetod och min studie kommer därför att baseras på kvalitativa intervjuer. Urvalet bestod av fem idrottslärare verksamma på grundskolor i Stockholm med omnejd. Intervjuerna genomfördes på respektive lärares arbetsplats och spelades in med hjälp ljudupptagning från en mobiltelefon. Därefter transkriberades intervjuerna ordagrant för vidare analys.Resultat och slutsatsStudien visar att inte alla lärare arbetar med att skapa förståelse för förväntade lärandemål samt att förmedlandet av lärandemål sker i mindre eller större utsträckning beroende på årskurser och moment.

The purpose with the thesis is to analyze and investigate the purpose of the co-operations between different brands within the hotel sector. We differentiate these purposes of the collaborations in regard to connections to quality- and environmental oriented symbols..

The deregulation during the last decade within the airline businesses have called upon a more fierce competition among airlines. This fact forces airlines to continuously focus on service development in order to offer attractive solutions to satisfy customers changing needs and stay competitive. This paper focuses on service development at Scandinavian Airlines. The aim of this case study is to examine the sources of information used in service development and new service development at Scandinavian Airlines. Further the aim is to examine whether information derived from customers can be shown to play a more important role in either service development or new service development.

Public Service är ett svårdefinierat begrepp. De gamla idealen handlar mycket om enmedieideologi som baseras på etermediernas möjligheter och begränsningar, vilket har skapatsvårigheter när Public Service har letat sig ut på Internet. Kritik från bland annatbranschorganisationen Tidningsutgivarna ifrågasätter Public Service-företagens breddning påwebben. De anser att gränserna för vad Public Service-företagen får och inte får göra äralltför otydliga.Med hjälp av fyra kvalitativa samtalsintervjuer (tre personer från Sveriges Television samt enfrån Tidningsutgivarna), och med kvalitativa textanalyser av statliga propositioner ochutredningar angående Public Service-uppdraget undersöks hur Public Service-uppdraget ochdess medieföretag påverkas av medieutvecklingen.I uppsatsen jämförs resultaten med Anna Maria Jönssons tankar kring Public Service och denmedieideologiska inriktningen ?Social ansvarsideologi?.

That an auditor brings good quality to the work he is performing is of great importance, not only for the company in question but also for its stakeholders. The information that the company disclose gets more credibility because of the auditor quality assurance. That the auditor tenure would affect the quality has been researched with different results, dependent on the legislation in the current country or region. In this paper we study how audit quality is affected of the audit tenure in Sweden. Based on research made in Belgium we have formulated hypothesis with factors that can affect the audit quality.

The study of the French market for softwood has been done in collaboration with VIDA AB. The aim of the study was to investigate important product quality and service quality dimensions, the customers? perception of the offering and generally describe the French market and present actors. The market for softwood around the world changes over time and new markets can mean opportunities for the sawmilling industry. The French market is the second biggest European market for softwood, has had presence of actors with sourcing of raw material from the Nordic countries for decades and there is a growing interest for building with wood. Theory being used is about the different dimensions that make up the total quality of softwood, together with intangible dimensions making up the total offering that helps the sawmilling industry to create positive perceived value for the customers. Methodological approach in the study was a case study research design, aimed at providing knowledge about one specific subject in one context. The general description was mostly carried out by literature studies and data from various statistics sources.

Today evidence exist that environmental chemicals deteriorate male sperm quality and that testicular cancer is increasing. Bisphenol A (BPA) is a chemical with estrogenic effects used in the manufacture of polycarbonate plastic and are found in, for instance, plastic boxes, feeding bottles and food containers. Much of the research on how men's reproductive ability is influenced are performed on rats. This review article complies how male rat reproduction is affected by BPA as a model for humans. Studies have investigated how sperm are affected, hormonal changes during reproduction and how reactive oxygen species (ROS) affects sperm.