The aim of the study has been to gain an increased understanding of the sense of participation and influence that the enrolled nurses, working with home-help services within the purchaser ? provider model, feel and how this participation and influence affect them. Five enrolled nurses in three of Stockholm's districts related their experiences of participation and influence at work in the qualitative interviews that were conducted. The result was then analyzed with the help of two theories, Karasek's and Theorell´s Demand- Control Model and Antonovsky's theory regarding ?a Sense of Coherence (SOC)?.

This Master Thesis treats the non monetarian aspect about the Internet Portal from a consumer and company perspective. The purpose of this thesis i st o give or create a picture and a tool, a model for how the Internetportal could be evaluated an valued. By creating a so called Dynamic Scorecard the authors of this Thesis have created a model throug which the purpose of this thesis is served. Through this model the authors have come to the conclusion that the Internet Portal can be evaluated through both economic, social, service and technical factors as well as through what relationship the companies or consumers value concerning the Internet provider. The product of conclusions of this Thesis is that there are three main factors upon wich the Internet Portal is valued.

Cloud Computing has taken the IT world by storm and has created new opportunities for usersto seamlessly access different services. The cloud offers a variety of different services thatsuit both large and small organizations. Cloud computing is still in development and manyorganizations are beginning to consider or have implemented a form of cloud service. Thisalso leads to a series of questions and problems, both new and old. The IT industry hashighlighted a problem in organizations confidence in cloud services, because a third party willbe handling a part of the organization that the company has previously handled themselves.This papers main focus is how to increase organizations trust in cloud service providers.

This comparative linguistic textstudy focuses on the relationship between a newspapers own outspoken political standpoint and it´s ambition of being an unbiased provider of objective information. This connection becomes particulary interestering in times of election when a newspapers role as provider of information is of great importance for the citizens. When a newspaper reports an event to the public, the reporter always has to choose from a small selection of possible linguistic forms when representing the story. Through linguistic analysis of these forms we can see that the final choice is often not a complete arbitrary one. We compared two daily newspapers, Dagens Nyheter and Dala-Demokraten, that stod on opposite sides in the Swedish EMU-elections 2003.

Cloud computing is a new buzzword within the IT-industry, and introduces a whole new way of working with IT. The technique delivers web based services, which results in that the user no longer needs to install an application locally on a computer. Since the application no longer needs to run on a local entity, but in a datacenter located on a service provider, the users no longer need any specific hardware more than a computer with an internet connection. Cloud computing also offers IT-infrastructure and development environments as services, these three service types is better known as cloud services. Through the usage of different types of cloud services, the need for maintenance and hardware is significantly reduced.

The aim of this Masters thesis is to examine how disabled people who receive the shut-in-service in one community define service quality. The purpose is also to examine the shut-in-service and to look at the users' context. Answers are sought to the following questions: - How do users experience the service quality of the shut-in-service? - What kind of service does the shut-in-service offer to the user? - How can the user be described and which are his/her requests? The analysis is based on theory about service quality by Christian Grönroos. The theory makes a distinction between two kinds of service quality, technical vs functional quality, as experienced by the user through the profile of the organization.

The purpose of this thesis is to identify and define Key Perfomance Indicators (KPIs) and value adding services which are used to describe the quality of Forias logistics services from different aspects. The KPIs should be attractive to both Foria and their customers, with the aim to strengthen the interaction between both parties.The basis for this work is a research in which a literature review and a survey of the market for Swedish logistic service providers were carried out. An analysis of the present situation of Foria was carried out, where a number of people in the company were interviewed. These elements were used together with definitions of KPIs to perform the analysis of the work.The result of the work is ten KPIs that have been created and developed for Foria and which are considered to be attractive to both Foria and the selected customers. The KPIs are: · ECO-driving (binary) ? the company has ECO-driving-educated drivers· ECO-driving (comparison figure) ? all drivers individual driving and its resulting exhaust emissions are compared· The environmental impact ? a total of exhaust emissions from all vehicles belonging to a single business, measured in tonne-kilometres· Complete order ? portion of fields with accurate information (in an order), with the possibility of error categorization· Delivery reliability ? time difference between expected and actual delivery, average for all orders· On-time ? the number of days and hours of difference between the expected and the actual time, for all activities of the order· On-time (activity) ? the number of hours and minutes of difference between the expected and the actual time, for each individual activity of the order· Divergence ? a categorization of all causes of divergence and its responsible department· Level of integration ? the level of cooperation between the logistic service provider and the customer· Customer satisfaction ? how well an order will meet the expectations of the customer The KPIs are described in detail with definitions, how they can be used and what is required to implement them in the service process of Foria.

The purpose of this thesis is to examine the organizational buying behaviour in the purchase of travels abroad. We have conducted a case study of two companies, one medium sized and one larger. Our empirical studies have shown that the companies? buying process is divided into two types, the process of recruit a new travel supplier and the process of a straight rebuy of a regular travel service. In the recruiting process we found that the evaluation process of the purchase is an ongoing process that contradicts estab-lished theories.

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.

I got interested in this subject when I came in contact with Västtrafiks new paymentsystem myself during my visits in Gothenburg. I suspected problems with the informationmaterial regarding it and others seemed to share my opinion that the payment system wasdiffcult to understand. When I contacted Västtrafik and asked them about the paymentsystem they confirmed that some understanding diffculties had occurred. With thatconfirmation I decided to make it my project to look in to the matter.Some methods were used to identify the problems. The methods could again confirm thatthere were some problems with the payment system and that the information material wasa vital reason.

This essay is a product of our examination work on candidate level in Interaction Design. The aim in this project was to design a digital wallet integrated into a cellular phone and make it as an electronic payment tool. In our project the goal has been to create a digital wallet not just for payment, but also develop it into a complete digital wallet, replacing visa, membership card, student cards, id card and receipt. Our ambition is to take care of current qualities of today's wallet and improve where it is possible so that can be replaceable with the digital wallet..

Researchers today anticipate that in the near future, the majority of the owners of a smartphone will use it as a wallet, i.e. for contactless payment. The technology that enables contactless payment today is ?Near Field Communication? (NFC), which is increasingly embedded in smartphones. Applications like mobile payment between a phone and a terminal use NFC.

I got interested in this subject when I came in contact with Västtrafiks new paymentsystem myself during my visits in Gothenburg. I suspected problems with the informationmaterial regarding it and others seemed to share my opinion that the payment system wasdiffcult to understand. When I contacted Västtrafik and asked them about the paymentsystem they confirmed that some understanding diffculties had occurred. With thatconfirmation I decided to make it my project to look in to the matter.Some methods were used to identify the problems. The methods could again confirm thatthere were some problems with the payment system and that the information material wasa vital reason.

The subject of this paper is the congestion tax in Stockholm, Sweden. The study has been conducted with the purpose to examine of how public attitudes towards congestion charging looks and the reason behind the attitude. And also to examine if there are any differences in attitudes between those living inside and outside the payment zones, between men and women and between car owners and those who do not own a car or have a driver's license. The study used a questionnaire sent out electronically to a group of friends of friends and of friends? family members.

Service branding is a subject that has been excluded from the traditional branding theory. Our main purpose with this paper is to distinguish what characterizes service branding. To do this, we have looked in to both service marketing theory as well as branding theory. We have also looked at the existing theory concerning service branding. Six qualitative interviews have been performed to explain what characterizes service branding.