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.

The aim of this study was to investigate if behaviour, ear positions and cortisol in lamb which were given access to play followed the different phases of the reward cycle of anticipation, consumption and relaxation. The study was done on 8 Dorset and 12 Dorset x Fine Wool uncastrated male lambs with an average age of 10 weeks. The lambs were housed pairwise in litter pens (2 x 3 m). Pairs of lambs were taken to a play arena (5.9 x 5.5 m) three times a week during five weeks (first week for learning). They were then first kept in a holding pen where they could look into the play arena for 5 minutes and thereafter released for 20 minutes in the play arena which had a ball, two chains and a tunnel.

The purpose of this study is to investigate how six students at a Secondary School describes interaction patterns among teachers when students express in a way that the teacher perceives as racist and/or xenophobic, by presenting a qualitative interview study. The interviews were analyzed by two opposing models of value education: the traditional and the constructive model.The results show that students divide teachers in different categories based on five qualities: 1) they listening, 2) they accept students' opinions, 3) they allow discussion, 4) they are knowledgeable and 5) they can express their own opinions.These qualities are included in the value pedagogical model for deliberative conversations, whose strategies for interaction aim to create an understanding of different rules and values, thereby creating skills of rules by using a democratic approach. In contrast to this model, the rule-based moral education, in which the teacher uses his authority and refers to rules without giving an explanation for why they occurred, as strategies. .

This study explores whether environmental, social and governance (ESG) issues affect the monetary value of a company.The samples used in this study have been taken from the Johannesburg Stock Exchange (JSE) in South Africa. Since 2010, JSE have been categorizing companies using the King Code III criteria to establish a Socially Responsible Investment index (SRI index). Companies that fulfill the required number of criteria are classified as 'best performers' using the SRI index.  In this study the monetary value of a random sample of 'best performers' has been compared to the monetary value of a random sample of companies without an SRI index evaluation.This study found that companies without a SRI index have a higher unique risk, which means a lower stock price with a higher dividend yield. Companies with an SRI index evaluation have a lower unique risk, which means a higher stock price and lower dividend yield. In conclusion, this study shows that SRI adjusted companies have an enhanced monetary value in comparison to non- SRI adjusted companies..

The blog has become a widely discussed subject, but while marketers do invest in blogs, there is little evidence on the how the blog works as a marketing tool. Therefore, we thought it would be interesting to create a greater understanding of the blog's potential communication effects. To demonstrate the potential of the blog in comparison with more traditional media, we decided to compare the communication effects achieved by a blog with those achieved by an online magazine. We pursued an experiment where we exposed an identical text about a brand to respondents in seven blogs and in seven online papers and measured the resulting communication effects in terms of attitudes and intentions towards the exposed brand. The quantitative study showed that the blog in some basic aspects works as a more traditional media; when the consumer forms positive attitudes toward a text in a blog, the attitude spills over to the attitude toward the brand, with higher buying and w-o-m intentions as a consequence.

The education in Swedish schools today should be for all children. This means that even if a pupil has reading and writing disabilities the education should be in the classroom with the rest of the pupils. The education should include every one.The aim of my study was to investigate the education with pupils that have reading and writing disabilities. I wanted to get a deeper knowledge about working methods that are used for pupils with these problems.In my study I have used qualitative research methods. I have used group interviews and observational studies.

The purpose of this study was to exam the possible differences in the experienced self-confidence and motivation among the elite players in bandy and amateur players in bandy. In addition, any differences between boys and girls within the same area to be studied. A total of 112 athletes participated of whom 52 of them classified as elite players and 60 amateur players, with 62 boys and 50 girls. The athletes filled at one point in the questionnaires The Sport Motivation Scale, Harter?s (1980) ?competence scale? and The Sport Confidence Inventory.

A subject that is being discussed often these days is the question about the pupils own responsibility for and influence over his or hers education. Therefore, we wanted to study what taking responsibility for ones education is, according to teachers and pupils. We interviewed pupils between the ages of nine and fifteen, and asked them what taking responsibility for their own education meant to them. We also interviewed their teachers and asked them how they perceived that the pupils own responsibility-taking worked. We used informants from two different schools, a big school in a city and a small school located in the countryside.

Diagnosis of adhd, the cause and consequence. A study about the teachers thought about it.The purpose of this study was to examine teachers experience and views about children diagnosed with adhd, and what implication and effects it gives to the pedagogy strategies in the classroom.This is a qualitative study based on the experience of six teachers from primary school. My results have been compiled and compared to special educational research about adhd, from three different perspectives.The results showed that the teachers who have been working as teachers for a longer period, think that the problems of adhd occur primarily due to environmental causes, but then also say that they think the individual causes matters. It is also these teachers that talks very well about medication as a treatment to cure adhd symptoms. The teachers who have worked the shortest time, most of them have some special education from the teacher education.

Abstract This thesis is based on a case study of the drawn out legal process on the question of establish a limestone quarry in Bunge Ducker in north Gotland (Sweden). The current fields are located next to areas that are protected by virtue of being EU-certified Natura 2000-areas. Despite this, the Swedish governments and courts have not agreed in witch national interest that should be prevail when decisions are made on this issue. This phenomenon are reflected in the judicial process and different court have evaluate information differently in the case. A change among governmental actors where priority is given to the importance of national interest have occur in the later part in the process.

The aim of this Master's thesis is to understand public library users' perceptions of librarians' attitudes to users and professional knowledge. The purpose was also to investigate the relative importance to the user of pleasant or a knowledgeable librarian. As a theoretical framework we use theory from business economy where the experience of the user is in focus. Answers were sought to the following questions: How do users perceive librarians attitudes to users? How do users perceive librarians professional knowledge? How do users want to be treated by public librarians? What kind of knowledge should public librarians have, according to users? We interviewed twelve students in university education that are users of public libraries.

This thesis is intended to respond to the extent to which South African textbooks on the subject of history is linked to the governmental policy documents and whether they are producing and reproducing national identity. The two textbooks are aimed at students in grade 10. Both books were produced in 2008 but published by different publishers.The essay is based on Norman Faircloughs critical discourse theory which has been supplemented by Michael Billings theory Banal Nationalism, which assumes that it is the national words that remind us daily of our homeland that is producing and reproducing national identity.  The survey shows that both textbooks are closely tied to the government policy document for the teaching of history. The textbooks refer to the policy, both explicitly and implicitly. The two textbooks reproduce a common national identity in South Africa based on the discussions taking place in society.

This study aims to examine how professionals in the field of foster care works with recruitments, assessment and education of family homes for unaccompanied children. The intention is to find out in case there are specific needs that justify specific approach to ensure that the child's best interests are indicative and satisfied. The survey was conducted based on a qualitative method and empirical data gathered through semi-structured interviews with employees in the social services. The result shows that there is a need for more and specific education for families receiving unaccompanied children. It is motivated by the needs and conditions that are often common for this group.

Farmers are constantly facing changes, and the exposure to risk requires monitoring these changes. Financial risks, institutional risks, market risks and production risks are the different risk categories that the farmers face. Production risks stems from factors the farmer cannot affect or is beyond his control. The crop?s output is the basis for the primary income of agricultural operations, which is why it is important for farmer to manage their production risk. A tool to reduce the consequences of production risks is crop insurance.

I have chosen in my study, to do a comparison between pupils´ expectations of the future, how they would meet adult life or working life after their education. These pupils are ending their programmes during this term. One program is Business and Administration Programme and the other programme is Qualified Vocational Education in Business, which is a post-secondary education and training programme. This investigation is done in Haninge municipality.The purpose of this study has been to investigate if these students´ expectations differ between each other, compared with factors such as age, sex, ethnical origin and different study programmes. Further it has been interested to see how teachers and future employer meet these pupils´ expectations in education or in their planning working life.There have been two other important questions to investigate in this study.