The structures of organizations have gone through a dramatic change over the last years; as a result customer service is no longer a small side activity but a critical part in customer relationship management. Development in information technology has created opportunities as well as challenges for organizations when it comes to providing a customer service with capacity of sensing and responding to customers' needs. Previous research shows a relationship between customer response capability and customer knowledge processeses, this study investigates and confirms this relationship. However, findings show that dedication and understanding for customers needs has a direct impact on both customer response capability and customer knowledge processeses, this result indicates that customer knowledge processes and customer relationship management are difficult to differentiate. Furthermore, this study explores IT-related resources impact on customer response capability and customer knowledge processes.

Early extubation of cardiac surgery patients has become increasingly important. The assessment of the patient before an early extubation is crucial and the intensive care nurses (ICU nurses) in this estimation is there for very important.The aim of this study was to examine critical care nurses' knowledge of early extubation, and what view ICU nurse has about factors that affect the time to extubation of cardiac surgery patients.A quantitative approach with descriptive and comparative design was used. Selection was all ICU nurses at a thoracic intensive care unit who were clinically active in patient care.The study showed that ICU nurses had good knowledge of why an early extubation was essential. However, the knowledge about the unit?s extubation criteria was low.

The purpose of this Master?s thesis studies is to examine how information seeking is taught from a pedagogical and didactic perspective. The questions at issue are:? What is the content in information seeking education?? What aims are focused in information seeking education?? What methods are used in information seeking education? The methods being used are empirical studies and studies of literature, within the subject area. The study is inspired by phenomenographical learning theories.

Through interaction with customers, companies can acquire knowledge about- and satisfy the needs of customers. In retailing, the ranges of products are standardized and staffing numbers are scarce. How do companies in retailing deal with adaptation towards their customers given the small staffing numbers? The purpose of this study is to examine if and if so, how companies in the Swedish retailing industry are making adaptations towards their customers and also why these adaptations are being made. To answer this purpose, observations in the retailing industry are conducted and the results show that companies adapt to customers? needs.

The purpose of this study is to examine what characterizes brand identity and positioning regarding festivals on the current Swedish festival market. In relation to our purpose we are also going to analyze how festival attendees relate to a festivals brand identity. Our research question is as follows:What characterizes festivals brand identity and positioning on the current Swedish festival market?This study has been written with a qualitative research method and an inductive approach. Our empirical foundation is built on a rich content based on personal interviews.

The students participating in my development work will work with a process book for handicraft studies. In the beginning of their studies, the students need practical knowledge about the development of the profession itself, but they also need to be challenged and learn how to solve problems on their own which will help them gain a deeper knowledge of the subject.    I focus on open questions to create a process with the students. This process is created when working with Solution-Focused-Education. Through ?assessment for learning? we can help the students to improve their self-assessment and understanding of the learning process.

The master's thesis investigates how the concept traditional knowledge is represented by international organizations that are influential in development work and policy making. Departing from a theoretical framework drawing on Michel Foucault, constructed aspects of knowledge and the power relations knowledge production implies are highlighted.A recent interest within library and information science and practice to document this kind of knowledge raises questions about how traditional knowledge differs from other forms of knowledge and how knowledge organizational tools can be applied. Investigations, which critically explore the concept traditional knowledge, the power relations the concept creates as well as the interests and purposes it serves, have been surprisingly absent within the discipline. The focus in this master's thesis is how traditional knowledge is conceptualized by international organizations. A discourse analytical approach reveals the power relations that are inherent in their descriptions of traditional knowledge and how they describe the relevance of the concept for their work.

This essay puts its focus on examining vendors? underlying decision criterias when choosing an estate agent at the purpose of selling an apartment. The purpose is on one hand to expound the knowledge of the vendor?s decision process and on the other hand to evaluate how the choice of an estate agent is perceived to the vendor. By nine interviews we explored what reasons made vendors choose their agents and whether they were contented with their choice.

Title: Register now and stay in touch ? a study about the relationship between CRM-system and business performance.Purpose: The purpose with the study is to identify if there is a positive relationship between CRM-system and business performance in Swedish multinational companies in the industrial sector.Audience: This essay is addressed to the Swedish multinational companies in the industrial sector.Methodology/ Approach / Design: We have applied a qualitative method, with a deductive approach. Through an in-depth interview with the case company Benzlers AB, which provided the empirical basis, supplemented with the CSI-values.Conclusion: The study has presented evidence, that there is a positive relationship between CRM-system and business performance which has been confirmed by the positive increase in the CSI-value after the implementation of the CRM-system.Originality/ Value/ Contribution to knowledge The study contributes with its own results that fill in the knowledge gap about the subject in Sweden. The study finds that the CRM-system effectives the interaction with the customer and thereby business performance increase, with the CSI-value as unit. This therefore increases the value and importance of investigation of Swedish multinational companies, whose purpose is to satisfy the customer and at the same time, increase the business performance.Future research: For future research we suggest publishers to base the empirical basis through additional in-depth interviews with added case companies. In order to confirm the relationship between its validity in the industry, and also indentify what happens between inputs and outputs, which leads to increased business performance.Keywords: Customer Relation Management (CRM), CRM-system, customer satisfaction, business performance, Customer-Satisfied-Index.Thesis type: Business economy 61-91, Bachelor essay, Marketing (15 credits), spring 2010th..

ABSTRACTThis paper aims to shed light to what extent a financier have learnt about sustainableorganizational change, through development projects taking part in the Swedish knowledgeFoundations program, ICT in Teacher?s training. Some questions asked were: Has theSwedish Knowledge Foundation learnt by researchers? and self evaluation?s ?stirring up? ofongoing projects? What type of learning process has been going on? Has new, mutual,knowledge been constructed or has already existing knowledge been transferred?The study consists of one participating observation and three interviews. They showhow the financed projects have been ?stirred up? so that a developmental learning process hasstarted within their organization.

Today several things point to the fact that many young women are being abused and sexual harassed. Despite that there is no knowledge about how the girls handle the violence or how the battering affects them. For that reason the purpose of this study is to describe and give a picture of some girl?s experiences of being battered of men they have or have had a relationship with. In focus is also how these girls identities are affected of the battering.

Diabetes mellitus type 2 and chronic obstructive pulmonary diseases (COPD) are two of the most common diseases in the world and the amount are increasing. The treatments of these diseases are self care and a change of lifestyle. For this to be successful there is a need for the person to have knowledge about the diseases and a motivation for making changes in his or her lifestyle. Most of this information is given by the district nurse at the health centre. It is important to get a better knowledge of these persons experiences and how they used the information given to them.

This bachelor thesis explores how librarian graduates perceive the transfer from university to employment. The authors will examine how librarian graduates experience the relation between knowledge learned from university studies and the qualifications required from the employer. The basis of the thesis is the concept of transition process. In this thesis it is defined as the relation between the knowledge gained from education and the qualifications required by the employer as well as the problem to transfer knowledge between different contexts.The theoretical framework is build upon the concept of competence and its connection to re-contextualized knowledge. The empirical material of the thesis constitutes of five phone interviews with newly employed librarians.

The aim of the study was to examine the knowledge that school counsellors in Swedish schools have about young women with anxiety disorders. The study also examines how the counsellors act when there is a suspicion or a case of anxiety in a female student. With a qualitative approach eight school counsellors were interviewed. The theoretical approach that was used is the sociology of knowledge. Some of the study?s conclusions are that anxiety disorders are frequent among young girls.

Purpose: The purpose is to present a greater understanding of the progression of innovation capital in a technology transfer and biotech start-up context. The findings offer technology transfer professionals, entrepreneurs and academia an overall perception and mental framework of the technology transfer practice and the embracement of a promising invention, building upon its hidden value. Methodology: The thesis was conducted using a qualitative case study, executed with the help of interviews, in order to answer the research question: How is an embryo of innovation capital continuously cultivated in a technology transfer and biomedical start-up process? Conclusions: A technology transfer entity provides the means to establish a platform where an entrepreneur can build its own human capital, structural capital, and relationship capital. The forms of capital interact and thus create value, herein considered as innovation capital.