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.

Our aim with this study is to explore socialworkers perception of what is a good treatment is and how to establish good relationship with their clients. We have decided to limit our study with social workers in Economic assistance and Abuse Units in social servises and explore if we can discern any differences between the units. We have chosen to use qualitative methods to achieve the aim of this study. We interviewed a total of seven social workers, of which three were from Abuse unit and four were from Economic assistance unit. One of the theoretical frame we have used is Goffmans (1970, 1974) theories about social interaction in which he explains the social encounter between social workers and clients.

China is considered as one of the world?s fastest growing economies and the future of China looks promising. Even though the Chinese market attracts many new foreign companies to enter the market there are entry barriers which companies may encounter as obstacles, which will aggravate the market entry in China. As a result companies loose business opportunities and therefore it is of great importance for Swedish companies, which are planning a Chinese market entry, to identify which entry barriers that are considered to be the most difficult obstacles to overcome.The purpose of the thesis is to examine which entry barriers that are generally considered to be the most difficult obstacles for Swedish companies to overcome when entering Chinese markets and to rank the five most difficult entry barriers to overcome.Information about these entry barriers have been gathered from Swedish companies, which have carried out successful market entries in the Chinese markets, through an e-mail questionnaire.The result generally shows that the most difficult entry barriers to overcome in China were: bureaucracy, property laws, language, cultural differences and difficulties finding local partners. The ranking of the entry barriers? result shows that bureaucracy is the most difficult obstacle to overcome, followed by cultural differences, language, relations and access to distribution channels.We conclude that companies experience different difficulties overcoming these entry barriers, which depends on the companies? size, years in China, markets and if the entry barriers were considered controllable or uncontrollable.

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.

Inledning/Bakgrund: Då man drabbas av sjukdom förändras livssituationen och människan står inför ett lidande. Från att ha uppfattat sig som en hel människa kan individens identitet förloras eller bli hotad.Syfte: Syftet med studien är att beskriva hur det är leva med sjukdom som kräver långvarig kontakt med sjukvården.Metod: Studien är baserad på en kvalitativ ansats och öppna intervjuer användes för att samla in data. Intervjuerna analyserades enligt Dahlbergs beskrivning av kvalitativ analysmetod som innebär att gå från helhet i texten, till bärande delar, för att återskapa en helhet.Resultat: Att drabbas av och leva med sjukdom visade sig ha påverkan på den upplevda livsvärlden, vilket innebar en anpassning till ny situation att leva med. För att acceptera den nya livssituationen var det viktigt att ändra synen på sig själv, att inte längre se på sig själv som sjuk. I resultatet framkom det även att deltagarna var nöjda med den vård och rehabilitering de hittills fått.

My problem comes out of the bigger question ?why the Catholic church is featured in horror films whenever a religious organization is in one?? I have detected in the horror films that I've seen that when a religious organization is in a horror movie it's the Catholic church that gets to act as church and religion. I have chosen the following problem: How is the Catholic church presented in the horror movies The Exorcist and The Rite, and how can one understand these presentations from a role theoretic perspective?Since role theory has it's background in the world of the theater with it's actors and roles, it came naturally to use role theory, and specifically Goffmans dramatic model. I've used this model in a film analysis of the movies.

Den heliga kungen och den saliga änkan is a comparative study of the saint legend of Erik and the saint legend of Elin as they are represented each saint?s officium. The base for these comparisons is the question of what general similarities, and differences, there are as well as an immerse investigation of how these legends portray halidom and finally how the issue of femininity and manliness are portrayed through these two legends. During the thesis apparent similarities appear in how the legends are structured; a template seems to have existed in which the content of what a legend should include is stated. Erik, as well as Elin, are of noble birth and are portrayed as godly people who live bountiful and ascetic lives.

What is the Church? This question has been asked in many times and places. In Sweden, it seems asif there's a general identity crisis among the churches. It seems like many churches don't know whythey exist, or at least they have a very vague understanding of the full meaning of the Church.Some 50 years ago, we had a new encounter in Sweden. Immigrants from Orthodoxcountries came to live here, and they brought their church and tradition with them.

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..

Bakgrund: Vårdpersonal behöver kunskap och förståelse för vårdtagarens livsvärld för att kunna ge ett gott bemötande. En aspekt av en människas livsvärld är dennes sexuella läggning. Idag är diskriminering på grund sexuell läggning olagligt i Sverige. Upprätthållandet av detta försvåras dock av att heterosexualitet är den rådande normen vilket leder till att homosexualitet utgör ett normbrott. Dessa normer föreligger även inom hälso- och sjukvården.

Psykiatrireformen kom 1995 och innebar att kommunerna tog över ansvaret för patienter som var placerade på psykiatriska boenden, med följden att patienterna slussades ut till hemkommunerna. Reformen innebar att sjuksköterskor inom den kommunala somatiska vården allt oftare träffar på dessa patienter. Detta leder till höga krav på denna yrkesgrupp, då det finns begränsat med kunskap inom psykiatri hos allmänsjuksköterskor. Syftet i denna litteraturstudie är att studera sjuksköterskors attityder och om dessa påverkar bemötandet och omvårdnaden av patienter med psykiska sjukdomstillstånd. En litteraturöversikt genomfördes för att belysa syftet, med en analysmetod av Friberg (2006).

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.

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.