För ett serviceföretag är det väsentligt att kunna leverera tjänstekvalitet för att tillfredsställa kunden. Tjänsternas immateriella produktkaraktär gör det emellertid svårt för serviceleverantören i allmänhet och professionella tjänsteleverantörer i synnerhet att säkerställa kvalitet. Syftet med detta arbete är att utveckla en kontrollmodell som kan användas av professionella tjänsteleverantörer som ett hjälpmedel i arbetet att säkra servicekvalitet. Modellen bygger på relevant teori och består av tre kvalitetskategorier ? image, teknisk kvalitet och funktionell kvalitet ? genom vilka 13 kvalitetsdimensioner behandlas.

The purpose of this study is to examine how educationalists work with bilingual children's language by looking at how and what approaches are used to encourage language development. I have chosen to compare two educational philosophies: Montessori and Outdoor Education, to see how big the differences / similarities are in working methods. The background to this study is that preschools uses various approaches and have different methods to stimulate the children. This means that the conditions for children's language development might look different depending on the preschool they go to. The information used has been gathered through interviews, where I have taken note of educationalists thoughts on their working methods, and through professional literature dealing with this topic.

The purpose of this study is to evaluate an existing user interface. The company in question has a web-based user interface (available through logging in via their website), but they are interested in making the process of using the interface more convenient and the interface more accessible, so that users without a background in computing can properly manage the interface. At the same time they want to apply additional functionalities in order create and to manage increased traffic on the company?s website. For this reason it is important to take into account the issues involved in human-computer interaction (HCI) as well as aspects of cognitive psychology in order to make the tool and the web interface more usable, more motivational, and therefore more efficient and professional.

Degeneration of trademarks - a legal construction or a marketing problem? This paper discusses the issue of degeneration of trademarks. The study has its starting point in the conflict that may arise between the principles of marketing and the legislation concerning IP rights and market law. In this study several verdicts are studied in which degeneration has been addressed. Analyzing these rulings as well as the current legislation in the light of marketing theory, a conflict between marketing and legislation can be noted.

This paper aim to present a model for evaluating what we choose to call HTML-frameworks, a framework that contains a set of CSS layouts and occasionally JavaScript support, based on the characteristics of the software quality standard ISO/IEC 9126-1. The methods used to produce this model is based on a field study that involved making a web portal with the help of a HTML-framework, some relevant literature and an analysis of the framework based on the characteristics of the ISO/IEC 9126-1 standard. The result was a model based on twelve different characteristics; functionality, web browser compatibility, collaborative skills, user-friendliness, documentation, visuals, graphic layout, performance, activity, professional support, replaceability and license. This model should be viewed upon as a suggestion to what a model for choosing HTML-framework could look like, because we haven?t had the time to test it in a real situation, so further studies are needed, and we believe there could be improvements made in the objectivity of the assessments of the characteristics..

The aim of this paper is to empirically examine the ideological trends and positioning of the Swedish liberal party with the Danish social liberal party. This paper also aims to analyze the reasons behind the trends. By examine the development in these two Nordic liberal sisterparties, this paper contributes to our understanding of why and how party change is initiated. The paper commences with an intuitive notion that the Swedish party has in fact, made a lurch towards the right, during the past ten to fifteen years while the Danish party has retained their social-liberal position in the centre of the Danish political spectrum. The questions then asked are: can this hypothesis be verified empirically? If so, how can this phenomenon of divergence, be explained?The method used in this thesis is process-tracing and the empirical material does to a large extent rely on interviews with central agents as they are specified in the theory of each party.

The aim of this thesis is to examine how five works of fiction about anorexia and bulimia have been received in Swedish daily press reviews. The investigation is based on 60 reviews, which are analysed with a qualitative method consisting of close-reading and where a feministic perspective is used. The main question concerns how and to which extent the basis of valuation in the reviews is effected by the fact that the books describe a primary female world of experiences. The investigation shows, among other things, that many reviewers consider the books about eating disorders to be too many. They categorize the books about anorexia and bulimia as a genre of its own and place the books into the literary system principally by referring to other books about anorexia and bulimia.

The aim of this study was to get knowledge of the communicationprocess between the branch head and the co-worker in communal geriatric care. To narrow it down we focused on how the branch head experience the communicationprocess in conflictsituations between co-workers and what she or he usually do to resolve the conflict. We made qualitative interviews with ten of the branch heads in communal geriatric care, in four communes. The questions we had in mind throughout the study was based on four keywords (communication, leadership, conflict and conflict management) of which we created a narrative story from every interviewing person to get hold of the experience and knowledge behind their interviews. In our analysis as theoretical perspectives we used system theory, communication theory, attribution theory and the philosophy of Dialogue by Martin Buber.

Problem: The question is if investors falls into psychological decision traps when they are about to make an investments decision. Research in other areas suggests that this may be case. The reason is that they are not aware of that psychological decision traps exist. If so, it can lead to pernicious consequences for the return on the portfolios they manage. Purpose: To investigate if investors fall into four different psychological decisions traps: anchoring, confirming evidence, overconfidence and regression towards mean, at investments in IPOs Method: We have collected data through a form of experiment.

When professionals meet people from other cultures, there are some problematic issues that may appear, especially when considering human rights. Every individual has the right to live as they choose, and have the right to their own culture and traditions even if they have immigrated to another country. Female genital mutilation is a tradition that violates human rights. In this study we will look at what conflicts of values that professionals can have while meeting clients who have been mutilated. We have made qualitative interviews with four professionals working in a small town in Sweden in an area where many immigrants live.

While the strategy of lending a voice to the monstrous is a well known aspect of Howard Phillips Lovecraft's works, the female monster is a notable exception to this case. In this thesis, I excavate a theory of female monstrosity through a reading of some of Lovecraft's most read stories and the agency of female characters that appears within. Comparing these female registers of monstrosity to their masculine counterpart, I develop a concept of female monstrosity manifested through categories of class, race and gender with the help of Judith Halberstams theories of monstrosity.Rather than treating these women as active characters, I argue that Lovecraft's inability to handle these monsters forces him to literally put them away ? in attics, cellars, or boxes. These are the marginalized positions from which these women elaborate a monstrous form that transcends the boundaries of sex, gender, class and race.

The purpose of this study was to investigate how young adults withunilateral cleft lip and palate assess their own speech and communication,and to let speech and language pathologists make a perceptual analysis ofthese individuals? speech at the age of 19 years. An additional aim was toexamine the relationship between these two different ways of evaluation.Data was collected through perceptual analysis from audio recordings and byusing a self-report questionnaire based on the ICF-structure (InternationalClassification of Function, disability and health). Altogether, 33 peopleparticipated. One third of the participants had no speech deficiencies.

My thesis is based on a qualitative study in which I have selected six professional teachers in a school in Greater Stockholm, and their views on the phenomenon of conflict management. My questions were the following.How teachers perceive the phenomenon of conflict in the world of school?What strategies do teachers use to resolve conflicts with students?In order to analyze my informants, I have chosen different books that deal with conflict man-agement, policy documents and books on the teaching profession meaning. Through my investigation I found that some teachers used tools and strategies through expe-rience and reflections, and resolve conflicts together or individually. My informants described that there are some teachers how choose to hide and pretend not to see the problem.

This paper analyzes the content of eight Islamic Friday-sermons, held at Chalmers Technical University in Gothenburg in spring 2010, organized by Chalmers Islamiska Förening (CIF) (Chalmers Islamic community).The forces of globalization, the accessibility of information and the Internet have given rise to discourses and movements that know no national boundaries. The accessibility of these global movements and discourses through media, Internet, etc., affect the way Muslims in Sweden interpret and practice their religion. Thus, this paper includes discussions and descriptions of global Islamic revivalist-movements, and relates the contents of the sermons at Chalmers to these movements. In the sermons, the imams often discuss the concept of a global Muslim community, the umma, and their perceptions of the prescribed ethics linked to this community. They often relate this discussion of ethics to frequently discussed issues in the West such as equality, justice and ethical standards in war.

This project aims at investigating if the use of UML as a support to small-scale development ofan embedded system is relevant. The investigation is conducted by using UML during the initialphase of the development ofTelfafill, a filling machine by the company ?Telfafill AB?. The aimof the development of Telfafill is to separate the user interface from the control unit. In additionto this main objective, Telfafill AB would like possible changes to, and additions of,functionality of the filling machine to be investigated.Within the boundaries of this project, the development of Telfafill reached a full requirementspecification of the proposed system, and contact was made with potential external developers.No prototype construction had been started when the project ended.