Our study shows if and how Swedish public service television has changed its content from the time when SVT had monopoly until this day when the competition is greater than ever. We got an insight in what has been presented to the audience by studying TV schedules from 1975 to 2009. The study examines four weeks during the years when the two main channels SVT1 and SVT2 have been broadcasting. One week each of these following years have been examined: 1975, 1985, 1995 and 2009. These years have been chosen to get an insight in what content the TV schedules presented before and after SVT got competition in the Swedish TV market.

The Public Sector Scorecard (PSS) is a younger version of the balanced scorecard, created for public and nonprofit organizations. The latest model of PSS is divided into three main groups and seven perspectives, while the balanced scorecard consists of four perspectives. Organizations who use either PSS or the balanced scorecard are supposed to have a clear vision spread all over the unit. This study has sought differences between the two models of financial control in both theory and practice. The first part of the study is a theoretical comparison between the models? structures and terms used in them.

The main purpose of our thesis is to discuss the subject e-books from a Swedish public library perspective. The aim of the thesis is to locate and analyse statistics in regards to lending electronic books in public libraries. With this background a text analyse have been done, which views different arguments about e-books. We have studied the current statistics about lending e-books to the public users, the statistic material was gathered from the two main providers of e-books, eLib and E-biblioteket. With this statistic report as a background, arguments from scientists, journalists and users of e-books have been studied.

The purpose of this thesis is to compare if a charter company's attitude and vision of service can be reconciled with the attitudes and visions that the customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by interviews, focus groups and observations. The framework is theories on the subject of customer satisfaction, quality of service at customer meetings, Self-Service technologies, quality assurance and gap in service.The study has concluded that the approach to service is relatively equal between the company and customers, but the future visions differ. Focus group participants have been thinking bigger and further into the future, while the company focuses more on specific functions.

This report is an analysis of the gender representation in Swedish sports media, a comparison between sport in public service television for adults and children. The study explores the differences between the number of male and female sports in the matter of air time and also the number of male and female appearances in the TV shows. The programs studied in this report are the Swedish SVT?s Sportspegeln and Lilla sportspegeln. When we began this analysis we were under the impression that men would be over-represented, but that representation in sports television for children would be more gender equal than the adult counterpart. The result of the analysis confirmed previous studies stating that men dominate the sports programs in Swedish public service television.

Sveriges barnbibliotek tappar besökare. Allt runt omkring oss förÀndras, men barnbiblioteken ser likadana ut. Vi vill i detta examensarbete Àndra hur barn och ungdomar ser pÄ biblioteket, sÄ att de kÀnner sig mer hemma i biblioteksmiljön och som följd av detta möjligtvis ökar barnens lÀslust. I stort vill vi göra biblioteket mer attraktivt och tilltalande för barnen. Vi har i tidigare projekt uppmÀrksammat att mÄnga barn och unga har intresse för teknik och detta valde vi att dra nytta av i Bokdjungeln.

Since companies have realised the importance of customer loyalty and since the service sector has gained higher significance in recent years, we found it interesting to study what leads to customer loyalty in service companies. The theories we have chosen to consider are customer loyalty, service quality, service guarantees, affinity marketing, loyalty programmes and customer clubs, the customer in focus and other factors that influences customer loyalty. To find out how service companies are working with cus- tomer loyalty, we have conducted a case study within three service companies. Our findings are that customer loyalty has a significant importance for the companies we studied. Quality and personnel were the factors we found had the greatest impact in service companies concerning customer loyalty.

I uppsatsen behandlas frĂ„gestĂ€llningarna: GĂ„r det finna ett gemensamt sound hos musiken som spelas i P3? Och hur ser P3:s tablĂ„ ut under en vecka? Dessa frĂ„gestĂ€llningar undersöks för att ge en bild av den musik som spelas i P3 som Ă€r Sveriges Radios ungdomskanal. FrĂ„gorna undersöks genom att utgĂ„ frĂ„n tidigare forskning i Ă€mnet, information frĂ„n P3:s hemsida samt genom djupgĂ„ende analyser av sju lĂ„tar frĂ„n de artister som spelades mest under vecka 46 Ă„r 2010. Analyserna utformas utifrĂ„n Gunnar Ternhags gehörsbaserade analysmetod. Även Lars Lilliestams gehörsbaserade analysmetoder av rock och blues anvĂ€nds.Analyserna presenteras först lĂ„t för lĂ„t och sedan sammanfattas likheter och skillnader hos musiken som spelas.

The purpose of this master thesis is to investigate the differences between the traditional way of conducting a reference interview and the electronic way. The main questions of this thesis are: How does the electronic reference interview appear in comparison to the traditional one? How do the librarians experience the differences? Is quality affected in the electronic reference interview? Examples from FrÄga biblioteket Ask the Library have been used in this study. The method used in the investigation is based on qualitative interviews in combination with studies of relevant and recent literature. The librarians interviewed all have experience from both traditional and electronic reference work.

The aim of the paper is to examine how public libraries can develop their services for children with ethnic minority backgrounds as a user group. This is achieved through studying the conditions for library services provided for children aged 9-12 in this group by public libraries in suburbs densely populated with ethnic minorities. The paper uses both a literature review and empirical research on the community libraries in Rinkeby and RosengÄrd as well as the town library in Lund. Services potentially available to these groups are analysed and discussed in the later chapters. The overall conclusion is that those services provided for ethnic minority children are largely the same as those provided for in children library services in general.

In 1995, the World Trade Organization WTO was established. Today WTO has nearly 150 member countries, accounting for over 97 percent of the world trade. WTO has a number of agreements and one of them is the General Agreement on Trade in Services GATS. GATS control the service sector, and the public library is a small part of this sector. The purpose of this study is to examine the Swedish debate about GATSs possibility to affect the public library.

In the early 1990?s more and more companies of the Swedish public sector were exposed to competition, and this started the debate on how such actions might affect the business and even society.The first chapter examines how the public sector and especially health care, is financed and managed. We also explore what it means to be exposed to competition and find that there are many different ways of exposing the public sector to competition. The study examines dental care as an example of a market with both publicly and privately owned companies. The purpose of this paper is to explore how publicly and privately owned health care companies view their relationship with their consumers.

The recent accounting scandals in large companies in both USA and Europe, such as Enron and Scandia, have led to a huge debate about the quality of financial reports approved by auditors who, at the same time, offer consultancy service to their audit clients. Many researchers and experts argued that there is a role conflict when an auditor offers consultancy service to audit clients. They argue that the main duty of an auditor is to verify the truthfulness of the company's financial statements. Giving consultancy service to the audit clients will impair the auditor's role to examine the company's books independently because of the economic bond between auditors and audit clients.As a result of the Enron scandal, the legislators in the USA have made restrictions to how auditors provide non-audit service to audit clients. However, the legislators in Sweden, unlike the US, did not choose to introduce such restrictions.

The purpose of this master?s thesis is to examine what needs and expectations the patrons have on the local public library services for adult students. With increased knowledge of these matters the library will be able to support and improve the service for users. The focus is on adult students with immigrant background who study Swedish as second language in a municipal adult education school. The main questions are: How do adult students use the library at present? What do they consider to be most important when using the public library for their studies? How do these expectations correspond to their experience of the library services? Two focusgroups and one in-depth interview were carried out.

The aim of this thesis is to describe how service companies through adjustment of the customer?s zone of tolerance can influence customer?s perception of the service during the processes of service delivery and create customer satisfaction. The method used was case study approach utilizing personal interviews, which were conducted at two service companies. The study showed that the aspects of the service that have greatest importance for the customer?s assessment of the service and customer satisfaction among others are personal treatment and that personel behave in the way that makes the customer feel itself taken good care of and unique.