A central discussion within society and businesses today, is the change of generations in the business market which occurs within the upcoming years. A change of generations is unavoidable and a natural step in business. The challenge of the forthcoming reform is the large number of people leaving the labour market and the grand entrance of new labour; Generation Y. The characteristics of Generation Y differ from the older generation which enhances the challenges for the businesses to attract a new workforce. It may also be necessary for the organisations to adapt to the younger generation.

The aim of this Master?s thesis is to analyse how adult students in Swedish adult education seek information for school tasks. The focus is on how they use the public library and electronic information sources and their reflection on information and sources in this process. Also of interest in the study is the help they receive from staff in the public library and their teacher. Methods used in collecting and analysing data for this study were of qualitative nature.

ABSTRACT Poverty, and in particular child poverty, is a serious social problem. Statistics show that the number of children living in poverty has increased over the last ten years. Earlier research shows that there are huge gaps in our knowledge of how the actors in civil society handle child poverty. With this study we hope to help fill this gap. The aim of our study is to look at how four different organisations working in the civil society in Uppsala perceive and handle child poverty.

The purpous of this master?s thesis is to explore how the swedish public library evolved between 1890-1911, before the state implemented the library reform in 1912. The material used to cunduct the study concists mainly of texts published during the time frame of the thesis in the form of books, booklets and articles from Folkbiblioteksbladet, a journal dedicated to the subject of the swedish public library.Drawing upon Habermas theory of the structural transformation of the public sphere and Bourdieus theories about taste as social distinction and symbolic capital, the thesis seeks to show how the public participated in the evolvement of the public library and which aspects of society that contributed to the public library?s establishment as an institution. The findings are also discussed in relation to previous research of the history of the Swedish public library.

In this study we have investigated who is debating on Sveriges Television. For this study we have chosen the program Debatt which is the biggest debate program in the Swedish television based on the audience. Debatt is broadcasted on Sveriges Television which is a public service broadcaster. In a quantitative content analysis, we examined the proportion of women and men participating in the program and what role they play in the debate. We chose to examine all programs of Debatt over an entire season which deals with one subject.

Mankind has always been communicating, it is almost impossible to not communicate. The communication tree has grown a new branch, the environmental communication branch, and an ISO standard, the ISO 14 063 Environmental communication- guidelines and examples was issued October 2006. The purpose of this thesis is commissioned by the managing director of NQA Nordic AB in order to examine and analyse how organisations communicate environmental issues today, and how big the need for ISO 14 063 actually is, and further more if there are needs and wishes to make ISO 14 063 a certifiable standard. The main conclusion is that the there is a need for the standard, but it is difficult to say in which form since the knowledge about the standard is far to low among the organisations examined in this thesis. Clarity and transparency as ISO 14 063 promotes are important ingredients in organisations? environmental work, so sure a standard for environmental communication can help improve environmental performance, for example through opening up for two-way communication and from that on take part of the stakeholders? opinions.This study is based on a literature study and a questionnaire survey where 70 organisations (in this case authorities, corporations and non-governmental organisations) randomly chosen from the seven criteria, which ISO 14 001 defines as the environment: land, water, air, flora, fauna, natural resources and man and his collaboration with those.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

In this study we examine to what extent people with disability participate in television news and how they are represented. We chose to examine one broadcast per day of SVT Public Service news program Rapport and commercial channel TV4 Nyheterna (TV4 News) during one month using quantitative content analysis and qualitative discourse analysis.We found that people with disability are underrepresented in television news. In Rapport only 1,9 percent of the total broadcasting time contained people with disability and in TV4 Nyheterna 3 percent of the total broadcasting time contained people with disability. In the news people with disability were often represented as stereotypes, most commonly as victims. The focus was often on the medical aspect of the disability and on the problems that people with disability had.

In today s society, services are becoming more and more important. They are however, partly because of their immaterial nature, separated from traditional merchandise, why the marketing and producing of them differs. Quality errors in a service are often difficult to discover before the service is brought to a customer, since the producing and consuming of it often takes place simultaneously. Quality errors in a service process are called service failures or in Swedish tjänstefel. Nevertheless, with an effective service recovery process, dissatisfied customers can be turned into satisfied ones.

Service Design is a relatively new, unexplored and exciting phenomenon that through an interdisciplinary work methodology designs services. A discussion has been going on for a long time regarding whether there is a difference between products and services. Services are often classified as immaterial, heterogeneous, non-storable and inseparable in relation to products. A question that arises is if something specific characterises the work methodology used regarding service design. The aim with this paper is thus to explain the work methodology when working with service design.

Syftet är att undersöka mångfaldsproblematiken i ett public service företag genom att undersöka och utvärdera hur enheten NoS tar tillvara på sin mångfaldskompetens, det vill säga den djupa mångfalden. Vi har använt oss av en kvalitativ ansats, där vi har utgått från en fallundersökning på Nyhetsenheten (NoS) på Sveriges Television (SVT) i Stockholm, där vi använt oss av semistrukturerade intervjuer. Vi har utgått från traditionella mångfaldsteorier och använt oss av Cox´s förändrings modell med hjälp av ett intersektionellt perspektiv. Vår undersökning bygger på 14 intervjuer som vi har genomfört på NoS. Respondenterna består av redaktörer och mångfaldsanställda, samt sekundärdata som består av material från SVT.

The purpose of this study is to analyze and evaluate the suitability of the three instruments SERVQUAL, SERVPERF and Zone of tolerance to measure service quality, from the respondents' perspective. This study has been carried out by a quantitative method in which respondents answered three questionnaires, which was based on the three instruments. The SERVQUAL instrument is a revised version based on criticism by Carman (1990). It is based on the five dimensions; reliability, responsiveness, assurance, empathy and tangibility, with 22 items in which each dimension is associated with a number of items. SERVPERF is the instrument most similar to SERVQUAL and is also composed of the same five dimensions.

On-call work has increased substantially in the past 20 years in Sweden, not least in the public sector and most notably in health and social care. This thesis argues that the increase has considerable influence on the prospects of on-call workers in the public services to act as guardians of democracy. Based on theories of Lennart Lundquist, the results of this study show that on-call workers suffers from inferior opportunities to act as democratic guardians in particularly two matters. First; they have fewer prospects than standard employees of professionalism due to lack of education and capacitation. Second; on-call workers have inferior opportunities to protest against wrongs, due to no real formalized possibilities to inform and due to transactional psychological contracts.

As IT service departments in organisations are becoming more complex and customised, the indirect costs are increasing in relation to the total costs. The difficulty of fully estimating and identifying the spread of the cost in the IT service department is increasing. As a result, firms tend to budget the business unit as a total cost rather than as a spread of defined costs. In order to deal with this challenge an ABC calculation will be applied. The Time Driven ABC model will be conducted in OMX´s Servicedesk unit within the IT services.

I denna studie har jag försökt få en ökad kunskap om hur biståndshandläggare upplever samt hur dessa hanterar makten i sina arbeten som myndighetsutövare. För att kunna uppnå mitt syfte har jag intervjuat fyra biståndshandläggare inom samma kommun som alla arbetar mot lagen om stöd och service till vissa funktionshindrade (LSS). Intervjumaterialet har jag analyserat utifrån Michel Foucaults relationella maktbegrepp. Det visade sig att informanterna inte reflekterade över makten utan fokuserar istället på den enskilde brukarens behov av diverse hjälpinsatser från kommunen..