Customer information is to be seen as an essential part in service development. The company should be aware of how their customers experience their services. The company can get access to customer information through complaints from their customers. All information obtained from the customers is not possible to use when developing new and existing services. The information has to be analysed before it is possible to use it for service development.This paper describes if Scandinavian Airlines (SAS) uses their customers as a source of knowledge when developing new and existing services and in that case how.

This master?s thesis will try to describe the beginning and development towards a modern public library of the town library in Karlskrona between 1906 and 1959. The specific years refers to the year the library was established and the year it moved to the new library building in the centre of Karlskrona. The aim of the thesis has been to do this historical description and to look at the course from the perspective of the national policies and development for the Swedish modern public library. The thesis is based mainly on reports of the proceedings of the public library and other biographical documents and literature, which has been found in two local archives.

In the wake of the electronic revolution digital library has become one of the central themes concerning libraries. The present study takes up the question whether digital library can function in the same way as the conventional library. The question can obviously be posed from different perspectives, e.g. technological-, the user-, or the organizational perspective. The study investigates if (and how) digital library can have the same functions as the traditional library.

The purpose of this master thesis is to investigate if the mobile library has a similar role as the public library. To study this further we intend to examine the value and function of the mobile library. Answers are sought to the following questions: Can the mobile library be seen as a public library in a smaller scale? How do the users experience the value and function of the mobile library? What does the library staff think of the value and function of the mobile library for the users? What would the consequences be if the service of the mobile libraries would not exist? The method used was qualitative interviews. The groups of respondents are mobile library users and library staff.

The purpose of this thesis was to investigate how an industrial company can increase customer value by offering added services to their core products. Theses added services can be categorized into the three different parts of the buying process. The company that was investigated is Smurfit Kappa Kraftliner in Piteå, a large international industrial company active on a business to business market. We have conducted a case study and made interviews with three respondents within the company. The result of the study show that the company offers value added services in each stage of the buying process.

The paper is a research of"The Library project", a three-year collaboration project betweenArbetarnas Bildningsforbund, Studieförbundet Vuxenskolan, Sveriges Författarförbund and public libraries at 14 places in Sweden.The goal of the project is to find new forms for collaboration between libraries, authors and organisations for adult eduacation under the motto "two branches of the same education tree".The purpose of this research is to make a close description of the project and also look at the goals anf purposes of the different actors in the project. The main thought is that the different goals and purposes have caused at least some of the problems in the project..

The aim of this master thesis is to investigate the development on the Swedish book market for the beginning of the 21st century. During the 21st century a lot of things have happened on the Swedish market for library books. Twenty years ago in reality only one company existed that could deliver books with the demanded equipment to the libraries, but in year 2010 there are four companies offering the same service. Other news during this time is bookshops on internet. We found this development interesting and therefore decided to contact the four companies as well as six libraries to find out what they thought of the new situation.

The aim of this study is to illustrate conceptions held by librarians and library and information scientists about weeding practices of printed books in public libraries. The study has been carried out by performing a series of qualitative interviews with librarians and by study of earlier research relating to the subject of weeding. The results have been analysed by utilizing a textual analysis method called idea and ideology analysis using so called dimensions to analyse and structure the results. The results indicate that weeding at Swedish public libraries is carried out by a mixture of objective and subjective methods, with certain statistical elements. Weeding procedures mainly appears to be legitimized according to what one refers to as knowledge of the local community, although lack of lending are cited from time to time.

In public libraries there seems to be an unspoken consensus on what literary quality is. At the same time librarians are always eager to express the opinion that quality lies in the eye of the beholder. Quality is, it is said, something that you don t have to define. But at the same time it s up to everyone to decide what quality means to them. What I have been missing from the discussion in libraries about literary quality is a theoretical awareness about what it means to divide literature into higher and lower spheres.

The aim of this master thesis?s is to examine what functions writing activities can have in the public library. Some public libraries offer their visitors writing activities, for example courses and camps. The public library is an institution with a particular identity, with special norms and properties which participants within the institution construct and reproduce. The main question of this thesis is to investigate how writing activities can be a part of the public library?s institutional identity and what functions writing activities in the public library can have.

The aim of this study is to examine the significance of having a music department at the public library in Enköping, and how the organization of the phonograms is handled. The different areas examined are the reason of the reintroduction of a music department, its budget, its users, the work with selection, the marketing, statistical data concerning loans, the work with classification, indexing, and organization of the phonograms and the future of the music department. The empirical material consists of qualitative interviews with staff connected to the music department at the public library in Enköping. For the theoretical frame, Sanna Taljas discourse analysis of music libraries in Finland is used. Talja presents three discourses which all show different views on what kind of material a music library should contain.

AbstractObstacles or opportunities? ? A study of the experience of collaboration of social welfare secretaries and school staff.The purpose of this study is to illustrate the importance of the work with children and youth through the joint efforts between different authorities. The study deals with the collaboration between the social services and schools in the Ludvika municipality. The objective of the study is to investigate how teaching personnel and headmasters in compulsory schools and the social welfare secretaries in Ludvika, experience the collaboration, and how this works. On the basis of the objective, we have formulated some relevant questions; To what degree are schools aware of the model of collaboration, which is the basis for collaboration within the municipality, and are there any differences in awareness between different categories of employees? Other questions deal with differences in how the social services and schools experience the collaboration, discrepancies between different schools in this regard and if the respondents? experience any obstacles and/or opportunities by the collaboration.Collaboration is, and has been, a pressing issue for a long time in the public debate.

The purpose of this paper is to describe how librarians andusers think of electronic books in libraries. My questions are:-What are electronic books, and how do they work?-How has electronic books been implemented by librariansin the libraries and on the libraries? websites?-How do users describe their view of electronic books?-How do the librarians and users think of electronic book inthe future?To be able to answer these questions I have studied relevantliterature, made qualitative interviews with two librarians attwo similar libraries and I had dialogues with several usersElectronic books were introduced 2002 at the two libraries.In the beginning the libraries made different types ofmarketing, but today they only have the website withinformation. Their purpose was to try this out and offer theusers a new media. So far, there are few users who borrowthese books, and maybe it depends on technical conditions.According to the dialogues I had, most of the users have noidea what electronic books are.

This master's thesis reports on our investigation of how the public librarian's professional identity is formed and what it is formed of. We have considered factors such as: education, competence and daily tasks. In order to fulfil this aim we have used a literature study on concepts such as competence, education, professional identity and profession. We have also carried out an empirical study where we have interviewed nine librarians on public libraries. The method of analysis is qualitative.

Integration av system har varit ett aktuellt område under de senaste åren. Det har då främst handlat om integration av system internt på företag. En av anledningarna till det stora intresset av web services är möjligheterna att integrera olika system, exempelvis stordatorbaserade och Windowesbaserade system med varandra. Web services handlar om att kunna integrera system, både internt på ett företag och externa mellan olika företags olika typer av system. Allt detta görs via Internet och bygger på att man utgår i från standards när man bygger web services.