Vare sig det handlar om kundservice eller försäljning är kundkontakten ett servicemöte som är centralt för en affärsdrivande verksamhet. Arbetsuppgifter som innefattar kundkontakt är av avsevärd betydelse för företaget då den anställde är företagets ansikte utåt och spelar en avgörande roll när det gäller att influera kundens uppfattning. För att de anställda ska kunna bidra till ett bra servicemöte är det viktigt att de känner sig motiverade. Hur anställda med kundrelaterade yrken ser på sin arbetsmotivation och vilka faktorer de uppfattar som motiverande var i fokus för denna studie. I studien deltog fem anställda med kundrelaterade arbetsuppgifter.

The purpose of this thesis is to investigate if the stock market reacts differently to accounting information, depending on the stock market climate. The study focuses solely on stocks listed on the OMX Stockholm 30 during each year from 2005 to 2009. By applying the concept of Earnings Response Coefficient we can estimate how the market reacts to accounting information. The dependent variable in the equation is the market reaction on unexpected earnings, in the study described as the abnormal return on stock. For quality purposes we measure this on a ±1,5,10 and 20 days basis.

SammanfattningDet här arbetet är en litteraturstudie. Arbetet tar upp litteratur om kommunikation i vården främst från humansidan, men även en del veterinärlitteratur. Arbetet tar upp grunden för kommunikation och olika kommunikationsmodeller. Vidare tas sjuksköterskans roll upp och hur den kan påverka relationen till patienten genom professionalism, empati, människosyn och medmänsklighet. Det handlar även om vad litteraturen säger om effekten av behandling som ett resultat av kommunikation samt hur man kan mäta effekten av behandling.

In 2002 George W. Bush held a speech where he classified six nations as being the main threats to American security, one of them being Syria, a state with a secular constitution, no resent offence towards the US, and with an improved diplomatic relationship to the US during the Clinton years.Being an ally to the Soviet Union during the Cold War Syria was forced to redefine its role in the region. Using neorealistc theory one part conlusion is the fact that the new Syrian leader, Bashar al-Hasad, in the early 21th century determined to set higher goals for the Syrian power ambition in the Middle East, threatened to destabilize the region and leave the US and its allies in a caotic situation.In the US, however, the new administration after 11/9 sharpened its tone towards states that did not cooperate in the new ?war on terrorism? or/and were likely to harbour terrorists. Syria was accused of doing both.

With gas prices persistently rising, electric and hybrid vehicles are getting more and more common and in recent years several new electric cars have evolved on the market. Although the energy consumption and low emissions are a huge benefit of the electric cars, they inevitably suffer from high prices, short range and time consuming recharging periods. To be able to withstand the competition it is important that electric vehicles not only can withstand general were and tare, but also the harsh conditions that ordinary cars is exposed to in daily usage. The purpose of this project is to develop a test methodology which replicate situations that could appear in daily usage of electric or hybrid cars and to understand the problems related to usage of electric cars in winter conditions. This paper also discusses the major differences between hybrid cars and electric cars.

While the call for regulations against greenhouse gas emissions are louder then ever before, demand for oil is also at an all time high. Oil companies face the dilemma of making sound business without being perceived as environmental villains. In this essay I will examine how BP, one of the largest companies in the world, broke rank with the industry and devoted itself to being an environmental friendly oil company. The actions and motives of this change will be evaluated through up-to-date theories about company motivation to environmental adaptation. We see that BP:s transformation can be well explained through Simone Pulvers theory about the socially embedded company.

The retail banking market in Sweden is highly concentrated and oligopolistic. This has been confirmed by numerous reports from different competition authorities within the EU, for example the Swedish competition authority. A considerably high number of different sorts of competition barriers has been pointed out in these reports. The competition barriers are mainly directed to the smaller banks and the potential competition. The retail banking market in Sweden is dominated by four major banks, which together has over 80 percent of all market shares.

With rising energy prices and the threat of climate change, energy costs and energy savings havebecome a central and important part in building. Therefore it is interesting to explore different andnon-conventional methods of energy conservation. Building Earth sheltered houses is such a method.Earth provides good insulation and provides the ability to both reduce the total heating needs and toreduce the maximum power demand. The aim of this study was to construct a house in Malmö and seeif Earth sheltered houses can be a cost effective alternative for the construction of sustainable andenergy-efficient houses.Previous studies have shown that Earth sheltered houses have reduced their power requirement with upto 25% and their use of energy with 10%. Numerical calculations in Comsol Multiphysic 4.2, wasperformed on a house with different degrees of earth covering.

As a Swedish landscape architecture student living in Australia for five years, I have often wondered if my memories and my associations with the landscape and the nature in Sweden, are the same as other Swedish people living in Melbourne. Most of the Swedish people who live here in Melbourne remember and associate Sweden?s nature and landscape with where they grew up or where they used to live. The plants that most of the Swedish people I asked missed from Sweden were associated to special feelings or activities. The general type of landscape people remember from Sweden is that of a landscape covered in forests, which you can walk freely through. With these memories as a foundation and with inspiration from the Swedish landscape architect Thorbjörn Anderson?s way of creating places, by letting a few strong changes play against the existing elements,2 but also with consideration of the climate and the severe shortage of water that is current in Melbourne, will I create a design concept for the garden surrounding the Swedish Church in Melbourne. A design concept that will generate memories and associations to Swedish landscapes..

The purpose of this study was to understand school counselors´ and teachers´ perspectives on the prevention of bullying in relation to social capital. The study was based on a qualitative process with semi-structured interviews from three teachers and three school counselors from three different schools. The main question was to find out teachers and school counselors perspectives of bullying in relation to social capital. The analysis was based on a theory that focuses on social capital, where trust and confidence as well as universal and selective interventions are important. Today, bullying is considered a serious and significant problem in school.

An energy calculation model for Swedish houses   that is fast, flexible and user-friendly has been developed within the   framework of this thesis.  The model   also provides a set of actions which may be investigated in the model based   on savings and payback period. Energy use in a house depends on the technical   conditions, such as building envelope and heating systems, which outdoor   climate the house is exposed to and who lives in the house. Energy use for a   house can be divided into heating, hot water and household electricity. There   are several methods to calculate the energy use of a house. This report   summarizes the methods that may be suitable for a fast and user-friendly   calculation model.

Prisons are for many an unknown world, and few know about the prison culture which includes unwritten rules, power structures, interactions and relationships between inmates and correctional employees.While many think that Swedish prisons are too comfortable,inmates are facing extreme stress due to surveillance and detention, by depriving inmates their possibility to shape their own lives. When the inmates is deprived of control over their own life?s the penal system have great power to shape and to influence the inmates.The purpose of this paper is to investigate prisoners' experiences of treatment and exercise of power in prisons. Starting point is to examine what are the kinds of relationships between prison officers and inmates from a power perspective, if there is any difference between the closed and open prisons and how the inmates affected by the structures that exist.Based on my overall purpose, and with my informant´s stories which revealed a number of similar points, four main headings were developed; Mass media and society´s view, and unknown world, interaction between inmates and prison officers and consequences.Prison officers with the role as a contact persons as well and other staff which work close to the inmates play a significant role by supporting through motivational interviewing and can help the inmates to gain insight about their life situation and actions. My informant?s underlined that a good contact person can either help or discourage.Inmates who contributed with their experiences express that there is a big difference between open-and closed prisons.

This thesis investigates the Designated Operational Entities (DOEs) under the Clean Development Mechanism (CDM) of the Kyoto Protocol. The DOEs serves as independent third-party auditors with the task of validating, verifying and certifying projects under the CDM. The majority of the DOEs are private entities. This is in line with the CDM objective of including the private sector in the climate change combat. The introduction of private entities in the role of DOEs can be questioned from a legitimacy point of view, but is corresponding to a development in international environmental governance where private actors are increasingly involved in governance arrangements.The thesis concludes the DOEs to be a form of public-private partnership and investigates the legitimacy of this form.

The building sector accounted for around a fourth of the total energy usage in Sweden in year 2010 (Energimyndigheten, 2012). Therefore it has become very interesting to achieve a lower energy usage in residential buildings. One way to achieve that is to build so called passive houses. By being very well insulated and have low leakage through the walls, they can reduce the energy usage for heating with a substantial amount. The first passive house was built during the 90?s in Germany; and in Sweden the first passive house was built in Gothenburg 2001.

2. SUMMARY A small garden exposed to a harsh coastal climate can be difficult to design. Limitations in space and in plant varieties increase the needs of an in-depth knowledge to achieve wanted goals. In this degree project the challenge has been to create a functional and position adapted garden for a very small beach house lot in Mölle, a little harbour village at the south coast of Kullaberg. ?Villa Malm?, is situated directly on the bedrock in a close settlement where the gardens, in most cases are very small and exposed to strong salty winds.