Customer information is to be seen as an essential part in service development. The company should be aware of how their customers experience their services. The company can get access to customer information through complaints from their customers. All information obtained from the customers is not possible to use when developing new and existing services. The information has to be analysed before it is possible to use it for service development.This paper describes if Scandinavian Airlines (SAS) uses their customers as a source of knowledge when developing new and existing services and in that case how.

With the technological development of the last decades, an increasing number of genealogists are carrying out their research online. The purpose of this master?s thesis is to examine how and why genealogists' information behavior has been influenced by the use of online services for genealogy. Using a conceptual model of genealogists' information behavior as theoretical basis for the study, I examine how the use of online services affect genealogists? search process, what information they are looking for and what information resources they use.

The purpose of this study is to examine and explain why three Swedish public libraries failedin their ambition to act as Information services for small and medium-sized firms (SMF). To support this purpose two major assumptions are made:1) Public libraries who plan to run this kind of "business" must act with the same means as "professional" services.2) The service must be adjusted to the information needs of the customer.Based on these assumptions sixteen factors which are crucial to the "success" for this kind of service are presented.Applied to the Information services of Lidkoping, Sölvesborg and Västervik, these factors reveal a number of shortcomings and mistakes made by the libraries.To understand this result these Information services are seen as parts of a traditional Swedish public "library-thought". It is shown that, fundamental ideas in the way the public libraries are defined, like the responsibility to act in a neutral and democratic way, also characterised the three Information services.These ideas together with the opinion of SMF as a "rational" information-consumer resulted in Information services who did not meet the information-needs and information-behaviour of SMF..

In the digital era, new services have entered the public libraries, like seeking information on the Internet, in databases, newspapers online etc. But many citizens do not know that these services exist. The libraries have a democratic responsibility to inform about them. In the county of Östergötland a project started in 2001 where libraries in five small municipalities built websites in which they present all their electronic services available. One of the aims was with the help of different kinds of marketing to reach special groups of people, like adult students, small companies and politicians.

Användandet av Web Services har ökat de senaste åren, det är relativt lätt att utveckla dessa tjänster och de kan användas i de allra flesta miljöer. Ett bekymmer är dock säkerhetsfrågan. Denna uppsats studerar de vanligaste teknikerna för att säkra Web Services, beskriver hur de kan användas samtidigt diskuterar fördelar och nackdelar med flera av dem. Till sist ges förslag på hur Web Services i olika typer av miljöer kan säkras..

The Internet offers an abundance of information. This information is easy to access in technical terms, however it is difficult to find. At present there is a wide variety of search services to choose from. This master's thesis is about selecting the appropriate search service for a certain question. Are different types of services suitable for different types of questions, and if so, which services for which questions?To answer this, I have undertaken one theoretical and one empirical study.

TV and radio services have always been distributed over analogue broadcasting networks and been received on a TV -set or a radio receiver. Today this situation is changing due to digitalization and convergence between broadcasting, telecommunications and data communications. Other terminals, such as a PC, can also receive TV and radio services. Digital TV and radio can offer additional services such as e-commerce, electronic program guides and content synchronized to the TV and radio shows. If these services are to be received by several receiving terminals with different properties, the services must be adapted to the terminals.

A company library can only exist if it contributes to a positive result for the company. As endusers are beginning to perform searches on the Internet and have access to databases and electronic documents via their desktops it becomes important for company librarians to thoroughly think through what services should be offered to the users so that the library still contributes to the company s profit. The aim of this dissertation was to try to define the services that the company library offers its users having in mind the changes that have taken place concerning the availability of information. I also wanted to explore whether the librarians had the necessary competence to perform the services offered. Six information specialists were interviewed to give their view on the services their libraries offered.

Today?s society is very focused around technology and something that is very popular is the usage of mobile devices such as Smartphones or Tablet computers. One of the reasons why these devices are so popular, is because of the large amounts of services or ?apps? that they can provide for the user. They can do a lot of things that makes everyday living easier for the users.The focus of this study is to find out what kinds of mobile services the users of these devices are expecting and/or wishes to see in the future and what is required to be able to develop and use these services in a good way.We started of the study by searching for earlier studies on the same or similar subjects.

I artiklar skrivs det om att ny teknik såsom Web services kan medföra t ex förändringar i processer och sättet att överföra och hantera data. Web services anses av många vara en lösning på integrationsproblem som uppstår när data finns i olika system som inte kommunicerar med varandra. Vi som systemvetare anser att vår studie bidrar till att belysa andra aspekter än de tekniska när det gäller Web services. Vi har studerat organisatoriska konsekvenser av införandet av Web services. Studien kan inte fastställa att Web services är en bra teknik generellt för att integrera system.

The aim of this essay is to investigate how national and international guidelines relate to library services to prisoners in Sweden and to further illuminate this through a comparison with some examples from a few European countries. The essay examines what rights to library services Swedish prisoners are given in law, what national and international guidelines say, what demands are placed on the librarian in the form of education and suitability, what economical resources exist to realise library services to prisoners, what measures are taken to provide for language minorities, and how the security aspect is handled when it comes to computers and information technologies. The information has been obtained through interviews as well as through studies of books, articles and conference proceedings. The essay includes a small case study of how library services are provided for prisoners in Haparanda. Findings point to a gap between the goals that are presented in national and international guidelines and how the library services to prisoners function in reality..

The manufactory industry, due to decline in profit margins, is seeking new business opportunities by moving towards servitization and value-adding services in after-sales. We have therefore conducted a case study to investigate a manufacturing company in their current transformation towards servitization. By studying the management perspective, we aimed to understand how Information Technology, by adding value, could play a role in the transformation process. This study shows that information technology can take an integrating role, by supporting new value-adding services to provider and customer, as well as a co-creating role, where both provider and customer benefits by learning from each other, in the changing work process initiated by new services. The study has also shown that Information Technology, together with organization, information and people, are crucial components in the manufactory industry?s transformation towards servitization.  Furthermore, the study has also shown that the value chain has the potential to drastically change due to the value-adding that the information technology brings to the progress of servitization..

Web Services är en av de mest populära utvecklingstrenderna som finns idag. Inom litteraturen tas en mycket positiv bild fram av Web Services som är en relativt ny teknik och är därmed inte helt färdigutvecklad. Enligt Deitel et al. (2003) kan det därför vara svårt för företag att utnyttja tekniken för att kunna uppnå alla fördelar som teoretiskt sägs finnas med interna och externa Web Services.Syftet med undersökningen är att undersöka i vilken omfattning som Web Services finns idag på svenska företag när det gäller interna och externa Web Services, och hur företagen anser att tekniken fungerar med avseende på fördelar, jämfört med vad som sägs inom litteraturen.För att besvara problemställningen har litteraturstudier och intervjuer genomförts. Resultatet visade att svenska företag har mestadels interna Web Services men att omfattningen även innefattar externa Web Services, vilka för tillfället växer.

Regeringen har en vision att en given fråga skall besvaras med ett samlat svar från flera myndigheter. För att lyckas med detta måste myndigheterna samarbeta i en större utsträckning än vad som sker i dag. Speciellt viktigt är det att information kan utbytas mellan myndigheterna på ett effektivt sätt. För att lyckas med detta så har statskontoret gått ut med att web services är en teknik som kan användas. Om tekniken skall kunna användas ut fullt krävs att det finns ett gemensamt register.I det här arbetet används enkäter för att undersöka i vilken utsträckning web services användes inom myndigheterna i dag, samt för att undersöka myndigheternas inställning till tekniken.

The aim of the paper is to examine how public libraries can develop their services for children with ethnic minority backgrounds as a user group. This is achieved through studying the conditions for library services provided for children aged 9-12 in this group by public libraries in suburbs densely populated with ethnic minorities. The paper uses both a literature review and empirical research on the community libraries in Rinkeby and Rosengård as well as the town library in Lund. Services potentially available to these groups are analysed and discussed in the later chapters. The overall conclusion is that those services provided for ethnic minority children are largely the same as those provided for in children library services in general.