Abstract This essay is written to answer the questions of why, how and against who employees in the service sector use humour, charm and flirt in the interaction with their customers. The service management research is quite extensive, but despite this the research partly misses studies around why employees tend to act in certain ways while interacting with their customers. To understand the reasons of why they act in these particular ways, we need to know which factors that can be crucial when it comes to the employees? behaviour in these situations. By knowing the underlying reasons of using a special way to communicate with customers, it is much easier to achieve a clearer overview of the subject.

This thesis concerns waste management on construction sites and was conducted on behalf of ICA Fastigheter.Areas of concern:How can an environmentally-efficient waste management system on construction sites be defined? What potential exists for exploiting the waste resources that are generated?How can the waste management be optimised by reducing the quantity of waste and by optimal sorting?How can the client of a project influence the waste management?The purpose of the work was to investigate sustainable waste management in the building and construction sector and to highlight waste as a resource from an environmental and economic perspective.The aim of the work was to define an environmentally-efficient waste management system, to analyse the potential that exists in waste management and to draw up guidelines for optimal waste management.The method consisted of a literature study, two visits to construction sites and four interviews.An environmentally-efficient waste management system means that the waste is managed in the following order of priority:Prevention     Reuse  Recycling     Energy recoveryLandfill     The prevention of waste is an important area that has not been adequately explored by the building and construction industry. The quantities of waste could decrease with the implementation of measures such as ordering materials in the dimensions required, prefabricated components, logistics centres with Just-In-Time deliveries, less and improved packaging and less wrapping. The reuse of waste materials and temporary apparatus as well as the use of a return pallet system are examples of reuse that reduces the quantities of waste.In most cases the source sorting work is a matter of course and the proportion going to landfill is down at a low level. The source sorting can be optimised by sorting all materials that can be reused and recycled to use them as a resource.

The demands of environmental effects in today?s companies have been increasing more andmore. To be able to withstand customers, cooperatives and government demands the ISO14001 certification should not be neglected.In January 2007 the general management of SAS decided to introduce an environmentalmanagement system for SAS Tech. The work which has been carried out is a part of thecertification process of ISO 14001 which will be completed by the end of year 2009.The aim is to create auditroutines for the company in order to be able audit ISO 14001standard internally which is a demand to get certified and to keep the certification in thefuture. A schedule has been done which audits different part of the standard at every auditduring one year.

The thesis aims to analyze strategic, cultural and structural aspects of Grameen Bank and its micro-credit project, in order to identify key success factors. A case study was performed with an inductive and qualitative approach, using semi-structured interviews. The data was collected by field observations and interviews on site in Dhaka, Bangladesh and surrounding areas.The main conclusion is that the critical success factor of Grameen Bank is the relationship focus, guiding and aligning its strategy, culture and structure. Also, local offices have been observed to utilize practices not permitted by the bank?s management, ultimately increasing the organizational efficiency..

In this study we have focused on the operational management of the public pre-school in Sweden. We have studied how the governance system is designed, why it is designed this way and what impact it has on the operational management. This has been analyzed from a theory stating that there are two types of organizations: pay-driven and function-driven. Through a case and document study we came to the conclusion that the pre-school is a function-driven organization but is nowadays acting on a market and have adopted characteristics of a pay-driven organization. We connect this change to the phenomenon New Public Management.

A majority of Swedish consumers have a positive attitude towards organic production and the number of organic products on the market is increasing. Despite these positive trends, there are still relatively few consumers who choose to buy organic produced products. According to statistics, only 3% of the total sales of food consist of organic products. The aim with this essay is to understand what is needed, both from the grocery store and the consumer's point of view, to increase the consumption of organic food. Information has been collected partly through questionnaire with consumers and partly through analysis of sales statistics for a selected numbers of products. Then the empirical material have been analysed in the light of a combination of the Behavioural Perspective Model (Foxell, 1997) and Kotler's Four P:s (Kotler, 2002). Consumer's willingness to buy organic products is influenced by a number of different factors. One important thing is if the grocery store offers a behaviour setting that stimulates the consumers positive attitude and facilitates their possibilities to collect new information. Furthermore, the store needs to offer a broad and well-visualised selection of organic products.

Det finns ingen entydig bild av hur man ska uppfatta innovation. Vi kan dock säga att det hänger intimt samman med kunskap. Ur denna synvinkel är det intressant att styra kunskaper så att de blir en resurs för företaget via knowledge management. Vårt syfte är att undersöka hur styrsystem förhåller sig till kunskap och innovation i ett kunskapsintensivt företag genom att med kvalitativ metod studera hur medarbetare på Öhrlings PricewaterhouseCoopers i Lund upplever sin arbetssituation.Vi kommer till slutsatsen att styrsystem påverkar kunskapsutveckling och innovation via vertikal elasticitet. Strukturella, sociala och kulturella dimensioner menar vi inte i sig ger en tillfredställande bild av de erfarenheter undersökningen gör..

Uppsatsen är en fallstudie av Nordea, Provinsbanken, Handelsbanken, Föreningssparbanken och SEB. Uppsatsen syftar till att undersöka hur banker arbetar med kundrelationer och vilka kundmått som används..

Extensively kept animals for meat production have the right to live in a good environment. Cattle (Bos Taurus) as social animals live in small herds in the wild. When holding animals extensively new problems have arisen regarding human ? animal interactions. One welfare problem is to be able to come close enough to the animals to investigate their health condition.

Background: Risk Management plays an important part of the enterprises strategic business activity. Efficient Risk Management will secure the businesses survival, assets and creates market advantages. The interest of information security has consequently gained in Swedish corporations. Corporations have realized the importance of the information which is stored in the IT systems. IT is the tool for businesses future progress and growth and therefore a source of risks.

Healthy calves are the foundation in order to run a profitable diary production. Being healthy as calf results in a better start in life and good growth is expected to follow. Within dairy production it becomes more common to rear calves in groups and feed them by an automatic milk feeder. The milk feeder enables for the calves in greater extent to ingest milk or milk replacer several times per day and they are also able to perform natural behaviors in greater extent. Group rearing of calves puts higher demands on the animal keepers to localize individual calves in the group pen, showing signs of illness.

The Swedish government decided in 1996 that the governmental authorities are to implemementenvironmental management systems. Each year, the Swedish Environmental ProtectionAgency compiles the authorities? reports on their environmental management systems. Thecompilation shows that not more than 20 % of the authorities perform environmental audits.This study aims to investigate the authorities? view of internal environmental audits, the incentivesof performing them.

Arbetet diskuterar olika aspekter av problemorsaker i företags interna och externa miljö. Vidare presenteras en modell som syftar till att vara ett hjälpmedel vid diagnostiseringsprocessen genom att kartlägga de huvudområden där förändringar som kan leda till nedgång inträffar..

The connection between management control systems for controlling sustainability and a firm's motivation for engaging in sustainability is not completely understood (Arjaliès & Mundy, 2013). The aim of this thesis is to develop a more profound understanding for management control in achieving sustainable companies. To do this, we raise the question: How and to what extent do companies use management control systems to achieve sustainability compliance Simons's Levers of Control (1995) are applied to this question in order to get a consistent and thorough insight of management control systems. Hence, a case study of ABB:s work to achieve material compliance in accordance with EU-regulation was conducted. The findings of the case study reveal that ABB uses the regulations as explicit goals and implement them in sustainability procedures.

Uppsatsen kartlägger samband mellan explicit CSR och variabler som storlek, utlandsverksamhet och lönsamhet för företag listade på Large Cap, Datainsamlingen till statistiska beräkningar på SPSS har varit från årsredovisningar för år 2007..