As self-service technologies become more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences between automated and interpersonal service encounters in the initial part of a service provision are examined in terms of customers? evaluation of the service encounter itself, overall satisfaction, as well as the service encounter?s impact on global evaluations and evaluations of other non-dependant service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the service.

Syftet med uppsatsen är att undersöka behovet av extern revidering, bankernas förväntan och revisionsfirmornas förutsättningar att revidera hållbarhetsinformation. Författarna berör även huruvida nationella och internationella påtryckningar har påverkat hållbarhetsredovisningen.Metod som använts är fallstudier med semistrukturerade intervjuer.Fallföretag: Handelsbanken, SEB, Swedbank, Deloitte, KPMG och Öhrlings PricewaterhouseCoopersVår studie visade att hållbarhetsredovisningen idag är försumbar ur ett låneperspektiv. Idag klassas redovisningen som ett komplement till den traditionella årsredovisningen, en viktig förutsättning för att höja dess acceptans är extern revidering. Revisionen skulle underlättas av en harmonisering av redovisningsreglerna, då ett problem idag är att det är stora variationer i företags kriterier och riktlinjer, en harmonisering skulle även leda till ökad jämförbarhet företag emellan. Det första steget mot internationell harmonisering har kommit från EU genom moderniseringsdirektivet.

In writing this study, I wanted to examine which principles of organization that are possible for Swedish public libraries to use, and what these principles mean for the libraries customerorientation. This is done by examining a number of written sources, as well as studying the organization of six public libraries. I found several possible principles, but a number of principles have been more commonly used than others. Historically most public libraries were organized according to the functions needed to be carried out within the organization, but today it is much more common to use subject-based organizations, with some examples of organizing according to user-groups and needs. I have also encountered the possibility of organizing according to the sources that are to be handled, or the way in which these sources are used by the customers.

The world is getting smaller. Global markets, political processes and communication technology bring people together. Even though many of these processes are dynamic and constructive, they have also resulted in a need for better and more effective ways of international conflict resolution. This thesis investigates central issues connected to the concept of humanitarian interventions in relation to current and future legislation of the European Union. The overall question is whether the rapid globalization process has resulted in a change of international law towards more liberal view where authorization of the security council is not always needed? And, if there has actually been such a liberalization, how does that affect the legal possibilities for the European Union to carry out armed operations without the consent of the global community?The conclusion of the thesis is that international law has been modified mainly in two aspects: First, the concept of sovereignty is no longer seen merely as a right of the nation, but also as a responsibility.

AbstractCopyright is designed to not interfere with society's general and overriding interest of effective competition. An effective market competition benefits consumers by lowering prices, raising the quality and expands the range of goods and services.The purpose of the paper is to investigate if the collecting societies licensing violates competition laws. On the basis of the investigation regarding the bill for a new Swedish copyright law (URL), mainly the new wording that regulates the license agreement, corresponds to the EU competition rules and customs within the area.The collecting societies licensing violates the competition laws in the following cases? Discrimination of members because of nationality?           Authors transferring their sole rights to global exploitation?           The collecting society have the right to manage the rights after the author have left as a member?           Users that are established abroad do not get access to the repertoire of  the collecting societies, the same goes for concerted practice if this is the purpose or result?           Parallel behaviours that cannot be explained objectively?           Dividing the market?           Fixed Prices?           Refusal to sign multi-territorial licenses?           Apply different conditions for equivalent transactions resulting in competition disadvantages for a company that cannot be justified by reasonable causesCurrently there are no indications that the new bill to a new URL violates EU law. The author of the paper thinks this may change if the collective management extends, so that other member states get the extended license agreements, then the single market is affected by the competition restriction that the new bill to the URL mean.

A social intranet is an information and communication channel that is relatively new. There is still a small amount of research done around social intranet and what it is, and also on what organizations and their members may benefit from using such an intranet. Therefore, this paper was written with the purpose to em-phasize the reasons, possibilities and difficulties of implementing and using a so-cial intranet. With interview as method we took part of the experiences and views on social intranet from a number of organizations that are using or is about to establish a social intranet, and also from companies who deliver the service. Through the use of previous research in organizational communication, we then analysed the responses we received from our respondents.

IKEA is probably one of the most well known Swedish companies in the world. During thepast decades millions of people all across the globe have decorated their homes according tothe style of IKEA. But just exactly how big and influential are they? Many, if not to say all,municipalities in Sweden wants IKEA to establish and build their famous stores in one oftheir towns. But at what cost? When deciding on a municipality to establish in, IKEAnormally tends to have an advantage when it comes to controlling the conditions and terms ofthe establishment.To undertake this dissertation I use a theory based upon the inter-organizational theoriescalled resource dependency theory.

Politicians Week in Visby has since the late 1960s developed to be a fairly unique concept in Swedish politics, which even in recent years has begun to be exported to other countries in Europe. Curiosity and interest around the arrangement of activities and actors have in the past decade become increasingly both nationally and internationally. The purpose of this study has therefore been to find out how ?Almedalsveckan? as a political arrangement emerged and developed. The question that the study mainly tries to answer is how ?Almedalsveckan? became a concept of the open democratic meeting between politicians, citizens, journalists and various organizations in the Swedish society.

The purpose of this study was to analyze how the key staff concept is used in residential care for children and young people and which role the key staff concept plays in the organization.The study was based on semi-structured qualitative interviews with six key staff and two managers from two different residential care facilities for children and young people. The theoretical perspective used was the neo-institutional theory and Hasenfeld´s term Human service organizations.One of the conclusions of the study was that the key staff describe that they have a central role when it comes to the treatment of the children. Another conclusion showed the variety of tasks that the key staff have, like the administrative work that they do. They also have an educational role, similar to the one that parents normally have which means that they are responsible of parenting the children. They also described themselves as a link between the children and their social network.

Organizational learning has become more and more important in the last decades as the environment in which organizations exist continues to change rapidly and unexpectedly. In order for organizational learning to happen, the individuals within the organization must learn. Just as different individuals possess different skills, each individual also has their own learning style. As the use of teamwork increases, so does the need for techniques to put high performing teams together and with organizational learning as one of the objectives the question is, how do we maximize learning, efficiency and performance in teams? This study uses a quantitative method to examine how teams, from a course at the Stockholm School of Economics, perform on the individual learning, team efficiency and team performance scale based on the individual learning styles within the team.

This master's thesis aims to explore the field of evaluative bibliometrics. In short, this field of research uses bibliometrics - i.e. the application of mathematical and statistical methods to books and other media of communication - as a research assessment tool. In recent years, evaluative bibliometrics has been an increasingly used method in research evaluation and is today used and implemented in many countries worldwide. Today, in Sweden, we can also see that evaluative bibliometrics is highly recognised and, in some cases, used in practice.

Denna studie jämför hur Capital Asset Pricing Model (CAPM) och Fama-French trefaktorsmodell förklarar och förutspår avkastning på en global aktiemarknad. CAPM utgår ifrån att investerarna förväntar sig en riskfri ränta adderat marknadspremien multiplicerat med företagens exponering mot marknaden. Fama-Frenchs är en utvidgning av CAPM modellen, där företagens storlek och book-to-market-värde läggs till som förklarande variabler för avkastning. Genom regressionsmodeller och prediktioner för portföljer indelade i storlek och book-to-market jämförs modellerna. Fama-French tycks vara genomgående bättre på att förklara och förutspå avkastning under perioden 1990m07-2013m02 för samtliga portföljer, förutom portföljen för stora företag med medelhögt book-to-market värde.

AbstractDate              2009-06-07Level             Master thesis in Information Technology and Business Administration, 15 hp, EIK024Authors        Anna Karlsson, akn05009@student.mdh.se                      Lena-Maria Lindström, llm05002@student.mdh.seTutor            Peter EkmanTitle              IT Governance with an IT investment focusKeywords     IT Governance, IT investments, IT decisions Problem       To control and manage IT and IT functions in the organization has been a big challenge for many businesses for a long time. In order to make the management of IT more efficient IT Governance is needed. If the organization is going to be successful IT Governance is necessary and this type of governance enables a more effective use of IT that supports the business and its operations. The problem questions for this thesis are: How is the company?s IT Governance built up? How are decisions regarding the company?s IT investments taken? How is the connection between the company?s IT investments and the company?s IT Governance?Purpose        The purpose of this thesis is to describe and analyze how a company?s IT Governance is built up and how the company uses IT Governance to reach the desired results from the IT investments.Method        The thesis is a qualitative study.

För det multinationella företaget är det rimligtvis en stor utmaning att kunna ta hänsyn till såväl den lokala som den globala dimensionen. Förevarande uppsats syftar till att kartlägga hur organisk processorientering fungerar som styrform i en global kundorienterad koncern. Med utgångspunkt i vald teori formuleras en tes med innebörden att denna styrform förväntas vara lämplig för en global verksamhet där stora krav på kundfokus, flexibilitet och anpassningsbarhet ställs. Samtidigt förväntas den försvåra integrationen av koncernens dotterbolag.Studien genomfördes genom att undersöka hur skärverktygstillverkaren Sandvik Coromant organiserar sin globala verksamhet med dotterbolag i 130 länder. Intervjuer har genomförts med beslutsfattare vid huvudkontoret, på tre dotterbolag samt med en globalt kundansvarig.

På senare år har debatten om företags sociala ansvar rönt uppmärksamhet både i media och i företagsvärlden. Från omgivningen ställs allt större krav på att företag skall integrera etiska och sociala hänsyn i sin verksamhet och ta ett socialt ansvar för de konsekvenser som företagens verksamhet medför för människa och miljö. I stort handlar det om krav på att införliva även andra värden än monetär lönsamhet och effektivitet i företagsvärlden. Med den ökade makten som globala företag har i världen är det knappast förvånande att också ökat ansvar krävs av dem. Men vad är egentligen socialt ansvar? Hur kan företagen ta ansvar och hur långt bör det ansvaret sträcka sig? Ett ökat ansvarstagande medför ett ökat anseende för företagen och kananvändas för att stärka företagets varumärke.