The purpose of this thesis was to study how internal marketing affects service quality in the tourism industry. It was decided to conduct a case study on two hotels with summer seasonal employees. Pite Havsbad and Strand Hotell Borgholm were chosen as study objects. The case was based on interviews with the hotel manager at Pite Havsbad and the vice president at Strand Hotell Borgholm, who coordinates the internal marketing at the companies. The findings were that seasonal employees do not affect service quality much.

Many children in Sweden are exposed to maltreatment. Among the purposes of the Child health care (CHC) are to decrease mortality, infirmity and handicaps among mothers and their children, and to decrease hurtful strains for parents and their children. CHC-nurses get critizism for not reporting child maltreatment in high enough numbers to the Social service. The aim of this study was to chart how CHC-nurses finds their work with families suffering from maltreatment. Ten CHC-nurses were interviewed with semistructured interviews.

A tough working climate and the lack of extrinsic motivation at workplaces within health care raise the question of what instead drives employees within this industry. A possible answer to this is Public Service Motivation (PSM) - a type of motivation that is based on the desire to do good for society and its individuals. In order to investigate this further we have performed a qualitative study consisting of ten interviews with people working with institutional care, where the purpose has been to identify the sources of motivation and determine the impact of PSM. The results show that the compassion dimension of PSM appears to be one of the most salient motivational factors. While the rest of the PSM dimensions fail to explain the level of motivation to the same extent as compassion, other factors are recognized, such as relatedness and aspects of the nature of the work itself.

This essay examines what happened to soldiers from Urshult in military service of Sweden during the diminished power of the country in the beginning of the eighteen century. Information of interest is taken from the soldiers? age, time of service and other annotations of interest that shows to be helpful when examining their fate.  First off, this study explains Sweden?s situation during this period of time. To get a grasp about the situation, allotment is explained as well as the most important events in the big Nordic war. This study is based on qualitative content analysis and GMRs are used as its main resource of information and consists of empiric analysis.The result of this paper shows that very few soldiers from Urshult were able to return home alive.

This thesis investigates all aspects of quality and evaluation issues concerning collections of Internet links in public libraries today and in the future. We have studied central theories concerning quality in general as well as quality aspects regarding the Internet and Internet links. In addition to this we have made three case-studies involving the development of collections of Internet links in public libraries of different sizes. The case-studies were made as interviews with professionals responsible for selection, quality assurance and evaluation of electronic information for inclusion in the libraries collections of Internet links. In addition to this we made an e-mail interview with a librarian responsible for one of the most advanced collections of Internet links among Swedish´ public libraries.

The study has shown that retailers in the mid-price segment differentiate their brand through developing a strong company identity around the brand. The personality involves store atmosphere, merchandise and advertising. Larger companies have chosen to lay the responsibility on management level, which facilitates on store level. By controlling the strategies on a central level the company can make sure that the stores are steered in the direction that the company wants them to be steered in, and also that they follow the positioning-concept. The company can also devote its efforts to working with its core value, which is service.

Diskussionen inom tjänstemarknadsföring har länge handlat om att klassificera skillnader mellan varor och tjänster i termer om greppbarhet. Senare forskning har visat på klassificeringens irrelevans och presenterat en servicecentrerad logik, där erbjudandet i sig spelar roll för värdet. Filosofin låter varor och tjänster konvergera och ser till icke greppbara aspekter som relationer, dynamik, utbyte och kompetenser. Teorier har visat att kunden är medskapare av värde tillsammans med serviceutövaren och detta synliggörs i interaktionen. Kundens agerande kan således påverka servicesituationen och upplevelsen, vilket leder till en fråga om roller.

Summary Title: How to make decisions on software based servicedevelopment in the mobile handset industry.?The Rapid Model for Holistic Application Evaluation Authors: Per-Inge AnderssonPatrik Dreveborn Tutors: Björn Regnell, Department of Computer Science,Lund UniversityRobert Wenglén, School of Economics and Management,Lund University Problem formulation: Academically the questions of finding out what constitutes a sound decision base and finding out how to handle the issue of a holistic approach must be addressed in order to make a well balanced and relevant decision model. The core question is which decision criteria to include and which drivers are important in estimating the status of the criteria? Practically to provide Sony Ericsson with a formalized evaluation process for decisions on software development that is transparent, objective and challengeable. Purpose: Academically to contribute to the field of decision making research by elaborating on how to make a holistic, rapid and rational decision model.

In recent years, more and more people have started to live double lives. Blogs, Facebook, YouTube and Twitter have created conditions so that we increasingly live virtual lives on the Internet. The gathering of people in this way entails both risks and opportunities for businesses. This study aims to explain how the phenomenon of social media has affected trade and service companies in a marketing and communication perspective. The idea for the essay came to us after we had observed how different behaviors in companies? concerning social media could vary a lot, and how we felt that this affected our personal view of the brands.

Title: Nelson Garden AB ? Analysis and recommendations based upon the Service Management System Course: Business Leadership within horticulture and agriculture. Author: Annika Kirilov Tutor: Carl-Johan Asplund Examiner: Anders Kristoffersson, lecturer within business economics, LTJ- faculty, SLU Alnarp Keywords: Bröderna Nelson, Nelson Garden, Service Management System, marketing, customer service, retailer Aim: Explore how Nelson Garden AB manages to reach out to customers through positioning of their own labels, when they as a manufacturer are partly dependent on the competence and sales skill of retailers. Methodology: E-mails were sent out to 6 different companies with a proposition for participation. Of those companies that gave a positive answer the most suited company for the diploma work was selected. Thereafter, a contact was established through telephone with the CEO of the chosen company and relevant questions to him were formulated. The second time of contact the first interview was held and half of the questions were answered.

The aim of this Masters thesis is, with an exploratory stand, to examine the thoughts regarding gender perspective at childrens library service that are expressed from childrens librarians as well as the staff in administrative management. The purpose of the study is to generate ideas for further research and discussion regarding a gender perspective on the childrens library service. A total of eight interviews have been carried out. Three persons at the administrative level and five childrens librarians were interviewed. We also have examined if a gender perspective is expressed in the control documents, from international level to a local level, which the libraries could use when developing and planning their work.

The purpose was to create differentiation concepts due to the upcoming deregulation of the Swedish pharmacy monopoly. Apart from the theory, the study is based on interviews with pharmacy customers and experiences from former pharmacy market deregulations in some of the other Scandinavian countries. The result shows that a differentiation concept that could work in a shorter perspective is a low service quality but with lower prices and a unique location. In a longer perspective it seems like the concept should change to a more service orientated differentiation concept with a variation of high quality services to gain competitive advantage..

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 thesis aims at exploring a national collaborative gateway-service, PictureAustralia, hosted at the National Library of Australia. This will be done by means of investigating some underlying principles for descriptive standards and conventions as of the library discourse which is the objective of bibliographic control and access. The reason to do this is to bring some main features of these principles into the context of a cross-institutional cooperation between libraries, galleries/museums and archives in a picture database service. The attention will lay on the objectives of what functions the system is designed to perform to give access, as defined by Elaine Svenonius in the Intellectual Foundations of Information Organization 2000, and how these objectives will affect this particular database-service collocating performance, which is a system- and logical approach. Though, this study will be done in an explorative and qualitative way, by a case-study, which is to examine some sample metadata records emanated from different institutions in this project.

Under Swedish tax law; the general clause in the Tax Avoidance Act is a method to prevent tax evasion. The purpose of the general clause is to prevent any tax avoidance procedures that the legislator has not been able to foresee. For the general clause to be applicable, four prerequisites need to be met. This thesis analyses the fourth prerequisite based on the principle of legality. The prerequisite concludes that a determination of the tax base, based on the procedure in question, is in conflict with the purpose of the legislation.