What is customer satisfaction and when does it occur? Microsoft?s customers and partners state that product quality is the strongest driver for customer satisfaction. To be able to increase customer satisfaction Microsoft must know how their partners and customers define product quality. This study investigates product quality in general terms but also in the context of the product Microsoft Dynamics CRM in addition to experience from some of Microsoft?s customers and partners.

Standing outside the EU and the EES, Switzerland is a unique state characterized by federalism, direct democracy and neutrality. Though always focused on preserving these features and its sovereignty, Switzerland has managed to gain access to some sectors of the single market through bilateral agreements with the EU. The purpose of this thesis is to examine what level of integration Switzerland has reached in those bilaterally regulated sectors of the single market. As integration cannot easily be assessed, the extent of the Swiss adoption of the acquis is seen as an indicator of the level of integration and is thus examined. The conclusion is that Switzerland, mostly due to the economic interest of common rules, but partly due to pressure from the EU, almost completely adopts the acquis in the bilaterally regulated sectors, including the interpretation of the ECJ.

The aim of this study is to analyse and investigate a rather new field of LIS studies, i.e. link analysis which is a part of webometrics. Webometrics has been described as the quantitative study of web based phenomena drawing on bibliometric or informetric methods. Link analysis has its counterpart in citation analysis within the field of bibliometrics. The questions the study investigates are if webometrics can provide LIS with new knowledge and if there is a place for webometric studies in LIS research.

This study aims to determine whether pupils, students and teachers at various music schools feel that there is a difference in status between different music styles/genres, and if this has an impact on the individual level. The survey was conducted with a digital survey that was e-mailed to junior/high schools with music profile in the Stockholm area and to all the teachers and students at the Royal College of music in Stockholm (KMH). Due to low participation by students and teachers from the junior/high schools the students and teachers of KMH became the main object of the study. The results shows that a majority of the main group of this study feels that there is a difference in status between different music styles/genres. The study also shows that half of the participants believe that the difference in status affects them on an individual level.

Sahlgrenska Academyat University of GothenburgDepartment of Internal Medicine and Clinical NutritionAbstractTitle: Oral intake of green tea and its effect on the appearance of UV-induced erythema, erythema solare ? A systematic literature reviewAuthors: Ernita Antoni Mulliqi and Pernilla GustafssonSupervisor: Sofia KlingbergExaminer: Ingrid LarssonProgramme: Dietetics programme, 180/240 ECTSType of paper: Examination paper, 15 hpDate: April 10, 2013Background: UV irradiation of the skin can cause erythema, clinically called erythema solare. The condition can exert pain as well as discomfort and may in the long term lead to negative effects including skin cancer. Green tea contains catechins which are substances with anti-inflammatory effect that may have positive effects on the skin. The intake of green tea is believed to have a protective effect against UV irradiation, since green tea extracts in lotions in previous studies have shown to increase the skin tolerance level against UV irradiation.Objective: To examine the scientific basis and determine whether an oral intake of green tea has a protective effect against UV-induced erythema.Search strategy: Searches in the scientific databases PubMed and Scopus were made to find suitable articles.

The purpose of this Master's thesis is to examine the decision-process concerning public art in Borås municipality. My questions have been from where the initiatives come, who the decision-makers are, how the decisions are taken and which questions are discussed. I have examined this through partly interviews with the members of the deciding organ in Borås municipality, partly through literary studies. I have also analysed texts such as debates and protocols from the Swedish parliament. I have also been present at two of the committees meetings.

Mass distribution with techniques as multicast and peer-to-peer are becoming increasingly important in the Internet. Today the distribution of sound and video over Internet, so called streaming media, is static due to the unicast method. This results in a linear increase of distribution costs and therefore no conditions for commercial scalability. This thesis describes why multicast may be the only scalable alternative for commercial mass distribution of streaming media over Internet. Mass distribution through peer-to-peer technology promises a lot but is fronting a couple of great challenges, for example asymmetric bandwidth, locality and legalization.

The essay explores nationalism in the curriculum of the swedish school from 1878 to 1994. The text has been undertaken an analysis in three levels of discourse based on Norman Faircloughs critical language analysis. The first level is the text, the second is types of discourses and the third is order of discourse.The nationalism in the curriculum has been related to three nationalistic types of discourses, derived from earlier studies on Swedish nationalism. They are conservative nationalism, ?folkhemsnationalism? and contemporary nationalism.

The purpose of this study was to compare less experienced veterinarians? subjective assessments of lameness in horses on the lunge. Previous studies on subjective lameness evaluation have mainly focused on horses trotting in a straight line and the results have shown generally low compliance. With a web-based questionnaire, 43 veterinarians assessed 60 recordings that showed both fore- and hindlimb lameness, interspersed with sound horses that were trotting on the lunge in one direction. The horses showed mild to moderate lameness.

By the same time as the recent enlargement of the European Union, where Poland became a member, it was officially stated that the gender mainstreaming-policy was to be integrated into every area of EU. NGO:s working as entrepreneurs for the gender mainstreaming norm in Poland supported the accession largely because they believed it would help spreading the norm also on a national level. Qualitatively analyzing the Polish case and the difficulties gender mainstreaming as a norm candidate meets with I contrast expectations with what could actually be EU:s role in this matter.Arguing that EU is a context with room for spreading norms by both bargaining and socialization, this paper takes a social constructivist approach. Gender mainstreaming as a norm is difficult for EU to apply on their members, and thus was not widely discussed during accession negotiations. In the same time.

The aim of the present study is to describe the experiences of high school students as regards the effects of their activities, in and out of lessons, being published on the web. In addition, a further purpose is to acquire knowledge about whether a website could be used as means of increasing the students level of attention, and focus, to their activities in school; and, furthermore, how such a website should be designed to correspond with the students requests.The implemented methods are interviews with students, school administrators and teachers. A survey was conducted covering the student?s personal experiences and opinions. Furthermore, an interface test of the website was performed.

Recent studies show that manufacturing companies to a larger extent use historical cost accounting in their internal accounts, at the expense of calculated costs. The explanation behind this is claimed to be that firms are subject to careful scrutiny by the stock market. Consequently, top management stresses the need of evaluating all parts of the firm from external accounting. However, lower management levels express a general concern that the incentive to invest in machines will decrease. This master thesis aims to investigate whether or not there is an objective reason behind this concern.

In 1994 the EU directive of packaging waste was adopted. The result was that all EU member states developed different systems to manage packaging waste and recycling. This paper examines the various systems and the factors that affect the level of recycling. This is done by a cross-sectional study between countries. The results of my study suggest that take-back system generates less recycling than other systems, the mandatory deposit system can affect the recycling in a positive way.

This study, based on the socio-cultural theory of the book as a mediating tool, examines how four teachers say they work with the reader ABC-klubben. This is done with a focus on how they reason about choosing the level of readers for the pupils and about what compensation, if any, they make for pupils who read the simpler book and therefore miss the more difficult words and expressions. The result shows that all the teachers say that they take the pupils? motivation for and pleasure in reading as an important ground for the decision as to which reader a pupil should use, and that this decision is taken with a focus on the individual. When it comes to compensation for the pupils who read the simpler book, the teachers do not describe consistently focused work on this, but they describe a similar way of working whereby they nevertheless acquaint these pupils with the more difficult book and the harder words and expressions.

After World War II a rapid expansion of the Swedish health care took place. Theexpansion was realised chiefly as a development of the hospitals and was bothproduced and financed mainly within the public sector. The financing consisted to ahigh degree of government grants from the state to the county councils.During the period for this examination (1945-1955) the public responsibility for thehealth care was expanded. This was expressed in the publicly financed system forhealth insurance and the cut down in the charges that the patients had to pay for thehospital care. These changes led to some discussions on the national level but reformscould on the whole, with exception for the suggested reform of the open health care,be implemented.This case-study performed on the county council in Värmland shows that the degreeof consensus was enhanced on the regional level.