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.

Bakgrund:Teknologins utveckling samt den ökade globaliseringen har gjort dagens controller till ett komplext yrke som berör många aspekter. Vi vill behandla ämnet utifrån personer som ska anställa en controller eftersom de är involverade i controller-rollen. Vi undrar hur dessa personer egentligen kan veta vad de söker hos en controller när det råder en så stor osäkerhet kring begreppet.Syfte:Syftet med vår uppsats är att undersöka vilka förväntningar som arbetsgivare har på en controller samt analysera dessa med stöd av tidigare forskning och litteratur. Uppsatsen fokuserar på dels vad controllern skall arbeta med och hur arbetsuppgifterna utvecklas och dels på personlighetsdrag och färdigheter. Vi vill få en ökad förståelse på hur arbetsgivare via sina förväntningar tolkar begreppet controller.Metod:En kvalitativ forskningsmetod med abduktiv ansats.

This thesis is an investigation of Iranian immigrants and their use of libraries in Sweden. It isbased on a combination of a qualitative and a·quantitative method.Using a qualitative method, I give an outline of the history of lran from ancient times up to the present, as well as the different ethnological groups in Iran and their cultures. The main objective of this part is to clarify the contrasts between Iranian and Swedish cultural, social, linguistic and family structures, and also the characteristics of the crisis that most immigrants go through on their arrival in the new country. The qualitative method also involves structured telephone interviews with eight highly educated Iranians.This method was supplemented by a quantitative study through questionnaires of the attitudes· of lranian immigrants to libraries and reading. Iranians in Sweden turned out to be frequent Iibrary users.

The purpose of this study is to overlook Nordic medias news coverage and framing of Norwegian mass murderer Anders Behring Breivik. The study is based on printed editions of Norwegian newspaper Aftenposten, Swedish newspaper Dagens Nyheter and the Finnish newspaper Hufvudstadsbladet set on nine selected dates related to the issue between July 23th 2011 to August 25th 2012.   The study will display how Breivik was framed by each of the Nordic newspapers and even the total amount of news coverage the issue has been given. The media framing part of the study will mainly focus on the media framing of Breiviks personality and political ideology. The study will also investigate each newspapers handling of Breiviks manifesto, which he published only hours before killing 77 people on July 22th 2011. The study is a quantitative content analysis, containing a total number of 245 articles.

?Re:Regional? is a diploma work by Sanna Alm and Ylva Hedin, for the Master?s Programme in Spatial Planning presented at the Blekinge Institute of Technology, Karlskrona, Sweden. ?Greater Helsinki Vision 2050 ? International Ideas Competition? was the starting point of this study. The competition was launched the 15th of December 2006 and the closing date was the 31st of May.

The aim of this study was to find out if hypertext structure has any relevance for the efficiency of information retrieval. An experiment, in which three variants of hypertext structure were compared, was carried out in the autumn of 1998. Three websites with different structures were constructed for this purpose: a sequential version, a hierarchical version and a webcluster version. 44 subjects, all students at the University of Lund, were randomly divided into three groups. Subjects were requiered to answer a number of questions using one of the three versions.

The thesis examines how language, culture and family structures interrelate and affect the process of migration. Vital is how women from a different ethnic background integrates during migration and in a dialogue context with us as researchers and native Swedes. The thesis is interdisciplinary and analyzes empirical data through a qualitative method by using the perspectives gender, ethnicity and identity. The empirical material consists of 7 interviews, which have been transcribed and then broken down in to quotations. Thesequotations have then been analyzed using the perspectives mentioned above.

In part this paper is a contribution to the ongoing Swedish discussion about our public structures. The discussion has picked up speed in the last years thanks to a government backed committee trying to come up with a suggestion to make our public sector more efficient. A big part of the debate is about the independence and work of our municipalities, what they should do, what they shouldn?t do and when the state should step in and take over. I make a theoretical investigation into one of these issues, the one about job creation.

This study analyzes the political view of criminality and crime politics in three political parties in the Swedish parliament, Socialdemokraterna, Folkpartiet and Moderaterna. The study seeks to describe which kind of view these parties present on the criminality in our society. The material for this study is the ideologies that the parties descend from which are, socialism, liberalism and conservatism, the political programs of these three parties have also been studied as well as the parties proposals, political documents in the Swedish parliament. The current public debate shows that the crime politics is an attractive question and the parties may seem to have similar proposals on how to lower the criminality in our society. The theory that has been used to describe the results of the study is ?actors and structures? and the results are related to this theory as well as the theory has been used as an instrument to explain and sort the material and the results.The results of the study show that the parties are different in their views on criminality as a problem in our society.

The purpose of the essay is to discuss from the theory about the established and the Outsiders if the Culture Centre Blå Stället can serve as a meeting point between the majority of the people and the minority of the people in Gothenburg. The idea of Blå Stället is that it shall work as a house available for everyone and as a cultural meeting point between people in and outside Angered. I argue if Blå Stället really is a place where people from Gothenburg as a whole go or if there are some hindrances for their visions. My study is comprised of interviews with three of the staff at Blå Stället. With the theory about the established and the outsiders I want to show that the division in the city between ?them? and ?us? has to do with differences of power.

This study examined by content analysis and semiotic picture analysis how gender equal the UK newspaper The Times, the U.S/Iranian nespaper Iran Times International and Swedish newspaper Svenska Dagbladet were May 1st 2009 and May 8th 2009. The study had a foundation of feminist theory about patriarchy and gender theory with a contribution of research about race and its impact on patriarchy.None of the three papers were fully gender equal. Even though Svenska Dagbladet was found to be the most gender equal when it came to the number of women represented all of the newspapers examined showed patriachal structures since women more often than men were described as victimes, trivialized, incompetent and inferior.  People with a race other than white were in minority but patriarchy seems to be a stronger form of oppression than racism. White men were in majority and were less opressed than other groups and were because of that most in favour of the newspapers symbolic powers..

Our essay starts with two self-experienced stories where we describe how we as pedagogues act when children do not behave as we wish. We examine the different perspectives that can influence us pedagogues to act as we do. Our narrative about Kevin, seven years old, shows how he is excluded from his school mates as they perceive him as disruptive. Also the narrative about Pelle six years old is about his dislike of an activity he is forced to attendag ainst his will.The study is based on a hermeneutical method where, through the interpretation of different perspectives, we discuss several aspects that affect us in our actions. The perspectives we have chosen to highlight are treatment of children, organization, power structures, communication and reflection.Our narratives differ from each other in the way that the recreation instructor Ulrika has no mandate over her situation on this particular day she helps as an extra support in a class atschool.

The purpose of this master?s thesis is to describe and analyse the origin and development of the municipal library of Västervik. There have been four previous libraries and our examination starts in 1859 with the foundation of a parish library. The other forerunners were a working-class movement library and two libraries in the International Orders of Good Templars. Before the merger of the libraries there were discussions in the municipal council, among the working-class movement and in the IOGT.

The aim of this thesis is to describe the rise of the Tea Party movement in the United States. By using a known theory within social movement studies, the political process theory, this thesis look into the factors that could have played a role in the rise and fast mobilization of the Tea Party movement. The political process theory consists of three parts and hence looks into both the political structure of, in this case, the United States, how mobilizing structures have been used and into the cultural framing used by the Tea Party to create their identity. In order to bring structure to the thesis, the three theory parts have been transformed into analysis models. These give a very good idea of all the factors that could have played a part and therefore also a good way to describe the rise of the Tea Party movement.The research confirm what the political process theory says, that the Tea Party movements rise came at a time when there were a mix of factors at play, both structural and cultural, creating an opportunity that the Tea Party took.

The purpose of this master thesis is to describe the professional and literary life of Karl-Gunnar Wall, city librarian of Katrineholm between 1944 and 1975. Questions at issue are the reasons for Walls literary interests, Walls choice of occupation, crucial personal meetings, the context in which Wall acts, Walls fundamental principles as a librarian and as a critic, and the features comprising Walls life history. The method used is a merely qualitative one called "life history". It is founded on in-depth interviews with the persons involved and emanates from the individuals own story about his life. I have carried out three taped interviews; one with Wall himself, and two with his colleagues.