The purpose of this study is to analyze and evaluate the suitability of the three instruments SERVQUAL, SERVPERF and Zone of tolerance to measure service quality, from the respondents' perspective. This study has been carried out by a quantitative method in which respondents answered three questionnaires, which was based on the three instruments. The SERVQUAL instrument is a revised version based on criticism by Carman (1990). It is based on the five dimensions; reliability, responsiveness, assurance, empathy and tangibility, with 22 items in which each dimension is associated with a number of items. SERVPERF is the instrument most similar to SERVQUAL and is also composed of the same five dimensions.

Införande av en HR Shared Service-organisation syftar till att omfördela HR-funktionens personalarbete och separera det administrativa personalarbetet från det strategiska. Med hjälp av ny teknologi kan HR administration flyttas över till HR/IT-system och HR-arbetet kan i större utsträckning ske via självservice som hanteras av ledare och medarbetare i organisationen. Den senaste tidens forskning kring HR Shared Service och det nya sättet att leverara HR-service visar att gamla sampels- och handlingsmönster fortfarande lever kvar mellan ledare och HR-medarbetare. Uppsatsens syfte är att undersöka hur HR Shared Service har införts på ett Telekom företag och vilka konsekvenser det fått för ledarna på företaget.Den empiriska undersökningen har genomförts med en kvalitativ metod i form av 11 intervjuer med ledare och projektdeltagare för införandet av HR Shared Service-organisationen. Tre deltagande observationer genomfördes med avseende på hur ledare söker information på HR-portalerna.

This study examines how the local rescue services relate to the brand of the rescue service and the concept of brand management. To understand the attitudes against the brand and brand management, empirical data, theoretical modelling of brand and current laws have been discussed together in a try to get an overview how the rescue services practically works with the brand. The study results are based on a questionnaire survey and qualitative semi-structured interviews. The survey was sent to employees working with the communication of the rescue service. The interviews were held with two employees working with the communication of the rescue service and two fire chiefs.

Ambient Occlusion är en teknik för ambient ljussättning i digitala tredimensionella scener. Sådana scener ljussätts vanligtvis med en konstant mängd ambient ljus på samtliga ytor oberoende av ytornas vinkel och position gentemot olika ljuskällor i scenen. Detta ger ett platt och kalt intryck och utan vidare ljussättningstekniker är det ytterst svårt att urskönja detaljer i scenen. Ambient Occlusion åthjälper detta genom att reducera mängden ambient ljus i vissa delar av scenen. Ambient ljus är en enkel approximation av det reflekterade diffusa ljuset som antas nå nästan överallt i scenen.

The aim of this master thesis is to examine the attitudes among library staff regarding a music downloading service called Musikwebb, which is available in many Swedish public libraries. It focuses on the impact of Musikwebb on the process of music selection, the relationship between Musikwebb and the digital development in public libraries and what service Musikwebb offers its users. The gathering of material was executed through focus group interviews with library staff in four libraries. This empirical material we divided in three categories: Music selection, The Library and its digital services, and Library services. We use the results of Sanna Talja?s discourse analysis regarding the relationship between Music, Culture and the Library to analyze our material.

This master´s thesis is a comparative study of the importance of eight factors suggested in the literature to be related to the perceived utility of the service Book a librarian (Swe. Boka en bibliotekarie). Disciplinary differences were also analysed. 73 encounters between students and librarians in 11 Swedish academic libraries were studied using a survey. Six factors were significantly related (at the .05 level) to the utility of the service.

Syftet med uppsatsen är att undersöka om det sydafrikanska skolväsendet bygger på teorierom det individuella lärandet. Undersökningen genomförs med tre metoder, en textanalys avläroplanen, intervjuer av lärare i Sydafrika och observationer av undervisning i ensydafrikansk skola. Resultatet är att det finns vissa spår av individuellt lärande i läroplanen,hos lärarnas svar och i viss undervisning. I diskussionen kommer jag fram till att även om detfinns frön av individuellt lärande i den sydafrikanska skolan så är det inte tillräckligt för attsäga att hela det sydafrikanska skolväsendet bygger på tankar om det individuella lärandet.Nyckelord: Individuellt lärande, Lärstilar, Revised National Curriculum StatementGrades R-9, Sydafrika..

Denna studie behandlar relationen mellan kabinpersonalens motivation och den kundupplevda servicen ombord. Det övergripande målet med denna studie är att se om motivationen hos kabinpersonalen inverkar på den kundupplevda servicen och om servicen påverkar val av flygbolag. Vid en eventuell relation mellan motivation och kundupplevd service avser studien även att beskriva de beroende variabler som styr detta samband. Ett svenskt charterflygbolag blev utvalt och all kabinpersonal och 20 av passagerarna blev utvalda att delta i undersökningen på 40 olika flygningar under en treveckorsperiod. Resultatet visade på att det inte fanns någon signifikant korrelation mellan kundupplevd service och kabinpersonalens motivationsnivå.

The aim of my thesis is to unveil orientalistic powerstructures in the new national curriculum for religious studies in Swedish upper secondary schools. Western imperialism and modernistic ideals has formed the Swedish perception of what constitutes as Swedish, this perception also influences the Swedish religious understanding. This understanding is imbedded in the national curriculum for religious studies which enables a western hegemony to prevail..

The aim of this study was to look at introduction for staff in a social service office and the social workers experience off the first period at a new workplace. Qualitative interviews have been used as a method of investigating how social workers look at introduction in the workplace and how social workers have experience the first period at the workplace. The empirical material have been analysed by using the theory of Human Service Organizations, street-lever bureaucracy theory and theory concerning work environment. This papers first chapter presents the methodological preferences, the second chapter the theoretical perspective and the results of the study are presented in the third chapter followed by a discussion and ending comments in chapter four. My study showed that introduction is necessary in a complex organisation and could be a way to improve the social workers situation in social service organisations..

Studien underso?ker mo?jligheten att anva?nda ledande partiklar besta?ende av silver- belagda kopparflingor, fo?r att tillverka konduktiva ledningsbanor pa? textilsubstrat. Syftet med denna studie har varit att tillverka de banorna med hja?lp av screentryck- teknik. Sammansa?ttningen av bela?ggningsformuleringen har en stor inverkan pa? den be- lagda textilen och de ledande egenskaperna.

The national spatial planning guidelines and the subsequent legal regulation in the Natural Resources Act and the Environmental Code has been a part of the Swedish planning system for almost 40 years. In the recent years, critics have claimed that the regulations are outdated and does not work the way it was intended. This paper examines closer why it is perceived that the regulations does not work, with a focus on how the national interests are managed in the municipal planning. Why is the national interests not applied in the municipal planning as intended? Is the error in the system or in the implementation of it? The aim of this essay is to study the gap between theory and practice by studying how the land management provisions in the Environmental Code is applied in five selected municipalities.

This thesis deals with the ethical attitudes of professionals working with Methadone or Subutex assisted rehabilitation, concerning the constructed guidelines and directions from the Swedish National Board of Health and Welfare. The central themes in the thesis are: 1. What do professionals think of the rules concerning admissions to the rehabilitation programme? 2. What do professionals think of the rules/criteria for being excluded from the programme? 3.

This thesis is about how the front-staff in two service companies experience empowerment. Competition for business in today's society is becoming increasingly fierce, which means that they must find a way to differentiate themselves from competitors. Service has become a way to compete. Front-staff competence and ability to offer a good service is a crucial factor when the company's success is being measured.Empowerment in business is used as a tool to create motivation and satisfaction of individuals at work. Companies using empowerment can create the freedom and opportunities for employees to act at their own intelligence and discretion.

The purpose of this study is to increase the understanding for how home care services interpret and handle situations with and around caretakers alcohol use. Interviews have been conducted with two managers and six basic staff in two different home care service-groups. The interviews were individual with the managers and in group form with the staff. The interviews have been analyzed using Hasenfeld?s theory on Human Service Organizations and moral practice together with Beronius? interpretation of disciplinary exercise of power.