Service quality occurs in service encounters where both customers and employees come together in an interaction. It is therefore important that the staff give their best because the interaction usually takes place in real time, which is referred to as the moment of truth.The aim of this study was to find out how luxury hotels are working to ensure good service quality, and how the staff are motivated to deliver this service. We wanted to examine this from a management perspective, and an employee perspective. Information was gathered through various interviews, where the staff at the Hotel Kämp in Helsinki and at the Sheraton Hotel Stockholm participated.Survey results show that employee motivation, training and empowerment have a significant impact to provide service in high quality. The results also show that the surveyed hotel, to certain level work in the same way, but it reveals some differences even when both hotels are part of the same concern..

This study deals with sustainability reporting in three governmental and three non-governmental Swedish companies in different industries. With increasing demands from the society regarding company?s CSR - Corporate social responsibility, the perspective of accounting gets broader and covers even non-financial information to meet not only the owners? demands but also others stakeholders' requirements. Sustainability has become an important tool for creating company?s business value and a positive sustainable external image.

The essay deals with hierarchies that occurs between inmates in prison. It deals with a theory that these hierarchies, when seen through a gender perspective, can be understood as a hierarchy where you are valued based on traditional male characteristics. Empirically, the paper consists of interviews with five inmates, or former inmates, who during a period in his life, has served a prison sentence at a closed institution. Based on the informants' statements, conclusions are drawn about which properties are valued low in the hierarchy. This becomes clear when the informants speak humiliating about sexually deviant groups, snitches, or sex offenders.

The aim of this paper is to elucidate and analyze history teacher's didactic choices in the conflict between unequal educational materials and the requirements of equality in the curriculum of Swedish secondary school. The empirical data consists of interviews with five secondary school history teachers, observations of their lessons as well as analysis of their tests. The starting point was to investigate teachers' didactic work in the role as a bridge between the non-equal historiography presented in textbooks in history and the curriculum?s demands for equality. Three different approaches have been observed in the teachers' didactic work when considering gender perspective into their teaching: that women become extensions in a male-dominated historiography; that another part of the story is presented when a gender perspective is considered; and that the gender perspective is included in history teaching and becomes an integral part of all the content of the subject.Several of the teachers acknowledged that gender equality is less prioritized than the courses core content and related assessment criteria.

This study is about how the dialog can help students with special needs to feel participation and inclusion in the class and the teaching. My purpose with this study was to look for how the students with special needs interact with other students and teachers through the dialogue. I also wanted to know if there is any positive and negative effects to teaching students with special need in the classroom compared with the teaching at the special teacher.I have taking purpose of the sociocultural theory in my study because it says that children learn together when they communicate with each other. The theory central words are dialog and scaffolding in the zone of proximal development. I also describe central words like participation, inclusion and students with special needs in the special teaching.I have investigated in four interviews, two of them were with a teacher and a special aids teacher, and two of them were students with special needs.

The purpose of this essay is to develop knowledge about how learning among employees is perceived to occur practically in a pre-school unit seen as a learning organization. From an employee perspective the intention was to gain an understanding of how they perceive the organization regarding employee learning in the workplace when it comes to in which contexts and what conditions that enable collaborative learning. Because learning organization is mostly a vision from a management perspective thereby it should in this case mostly be viewed as the context in which the employees work in.The essay is based on a qualitative research approach with eight semi-structured interviews. It was based on hermeneutics as method of analysis with the intention to gain an understanding of the employees' subjective perception. It is a case study on a selected pre-school unit in Stockholm.

Syftet med vår studie var att att se vilka diskurser som finns kring barnperspektivet bland socionomer verksamma inom barn- och ungdomsenheter. Genom att identifiera diskurser kring detta begrepp var även målet att kunna bidra med ny kunskap kring hur barnperspektivet kommer till utryck och tolkas av utredarna. Vi har använt oss av kvalitativa enkäter med öppna frågor. Enkäterna delades ut till socionomer verksamma inom barn- och ungdomsenheter i åtta kommuner i Sverige. Resultatet har sedan tagits fram med hjälp av diskursanalys.

The purpose of this study is to describe and analyze how companies offering tailor made products on the internet, can work with their marketing and their customer relationships. The study will answer the purpose from a service management perspective and there will also be presented theories from an Electronic Commerce perspective.The starting point for this study was the qualitative method. The essay builds its empirical material from interviews with knowledgeable persons in the subject and the owner of the company whose products are tailor made and sold on the internet. It was conducted seven interviews, four of which were face-to-face, two conducted by mail and finally there was made a telephone interview.Conclusions have been drawn based on the empirical material and theory. The study has been able to identify three concepts that are central to this type of product: Site-building, customer involvement and promotion & relationship management..

The purpose of this study was to examine how SOS Children's Villages as an organization in Swaziland is affected by, and takes into account, the cultural, organizational and societal context in which it acts. Material was gathered through a field study during one month in one of the three SOS Children's Villages in Swaziland. The study has a qualitative approach and is based on the result from 12 semi-structured interviews with village mothers and other representatives from the organization. The other representatives were: social worker, program director, child and youth development coordinator, board member and educational manager. Since this study is both characterized by a specific historical, cultural and organizational context, we decided to connect the postcolonial perspective with an organization theory with focus on the concepts of culture, power and a children?s right perspective.

The purpose of this Master?s thesis is to study howuniversity librarians in a South African context relate to theconcept of information literacy. We investigated differencesand similarities in approaches to user education andinformation literacy. We have based our study on thefollowing research questions: What are the prerequisites foruser education at the University of the Western Cape? Howdo these prerequisites influence librarians' approaches toinformation literacy and user education at the University ofthe Western Cape? We have used a sociocultural theoreticalperspective and Hofstede's cultural dimensions in orderto pay particular attention to the cultural and social contextof user education.

The thesis aims to increase our understanding about parents reasoning about the elementary school choice by studying which factors parents perceive as important during the decision making process and also by giving meaning to Pierre Bourdieu?s concept of capital through the parents perspective. The empirical material comes from seven BNIM-interviews made with parents, which has been analyzed according to the thematic field analysis.The results show that the parents are not especially concerned about making an active school choice. Stability, closeness, friends, rumors, development and adaptability to the reality are the factors that are perceived as the most important in the decision making process. The school choice has a limited meaning as an investment in social capital, from Bourdieu?s perspective.

The study consist of an investigation regarding the implementation of reassurance policing in Sweden and include a survey conducted among some of the local police offices in Stockholm County. The aim of the study is to investigate how the police officers working in the local polices offices experience the implementation of the local police offices and if the implementation of local the polices offices matches the police authority´s purpose with the project. The study uses the theoretical framework from political scientist Michael Lipsky calledStreet-level bureaucracy - Dilemmas of the individual in Public services which discuss the role of street-level bureaucrats and their influence in the implementation. Included in the study is also two different perspectives on governing in public sector called top-down perspective and bottom-up perspective. The findings of this paper shows that the police officers are in general positive towards the implementation and that there´s a duality among the police officers regarding the proximity to the citizens..

Psykologin tar upp två perspektiv gällande shoppingmani. Det kliniska fokuserar på själva utförandet och det kognitiva fokuserar på betydelsen av produkten. Dessutom finns teorier som placeras emellan där vikten läggs vid både agerandet och produktens värde. Tjugoen medlemmar från en rikstäckande förening för shoppingberoende och 20 högskolestudenter i Mellansverige fick fylla i en enkät. Syftet med undersökningen var att undersöka i vilken utsträckning föreningsmedlemmarna fanns representerade inom perspektiven, se hur materialistiska värderingar skiljer sig åt mellan perspektiven samt mellan deltagargrupperna.

The purpose of this paper is to compare two different portfolio strategies consisting of insider transactions and stock recommendations and examine whether they posses any information advantage.  The portfolios are balanced once every three-, six- and twelve- months in the period of 2007-2009. Our results show a pattern for these investment strategies. The portfolio consisting of insider transactions generates a positive return in equity in a negative market environment and the opposite reaction in a positive environment. The result for the portfolio consisting of stock recommendations show a positive return of equity in positive environment and the opposite effect in negative environment. The pattern that has been observed can be classified as an anomaly.

This thesis falls within the realm of social studies, specifically social studies in literature, and attempts to establish whether the sub-genre of fantasy literature known as sword and sorcery contains elements which resemble the tenets of fascism. Robert E. Howard is considered the progenitor of the sub-genre and his stories have an influence on the nature of sword and sorcery literature today, 70 years after his death. Howards creation of the sub-genre coincides with the spread of fascist ideologies around the world in the 1930s and the study attempts a societal mirroring analysis of Howards texts. With the help of an analytical model based on fascism expert Robert O.