Information technology and globalization has led to an increasing competition and service production has been more and more independent of locations. This has made a market of outsourced telephone costumer service possible. Due to high establishment the market has been saturated and with that price has sunk. Customer companies have the last few years got more negative to outsourcing of their telephone customer service as they through operating the customer service internally want to get closer to their customers.In the empirical study the writers try to figure out which companies the callcenters should try to aim towards to get long and profitable cooperation. This will be done through deducing guiding principles from theories about how different factors around companies costumer service should look like.

The development of technology and the mechanization in the Swedish forestry has during the last 60 years resulted in depopulation of the country side and due to that the amount of distance forest owners has increased. Therefore the forest companies need to make some adjustments in order to keep the distance forest owners as customers and to attract new ones. The purpose of this essay was to examine and analyze the distance forest owners satisfaction with Södras service offering and quality of service and further develop some proposals for action. A web-based survey was sent out to 634 distance forests owners in Stockholm, Sweden, all members of Södra. 269 respondents participated in the survey and of them, 27 did also participate in a follow-up telephone interview.

In course of time the role of the individual being has become increasingly important in the fight against poverty. Through its microcredit programmes, the organization Grameen Bank offers ?aid to self-help? to poor women on the countryside in Bangladesh. The purpose of this essay is to investigate how participation in Grameen?s microcredit programmes can affect these women?s social situation and working situation.

Title: Time to renovate ? The effect of communication on the relationship between company and customer in a change situationCourse/subject:Busniess administration, Leadership, 15hpAuthors:Fredrik Elghag, Ossian OlssonTutors:Ingemar WictorKeywords:The Million Programme, Communication, Relationship Marketing, Tentant, Landlord.Problem formulation:How does communication affect the relationship between company and customer in a change situation?Purpose:Examining how different parts of a communication process affects customers trust, commitment and loyalty to their company.Theoretical framework:The starting point for the study?s theoretical perspectives have been Morgan and Hunt?s (1994) previous studies on relationship marketing and Laswell?s (1948) communication model.Methodology:The paper is performed with a qualitative research approach and a deductive approach to answer the research question. Personal interviews were conducted with four employees in real estate companies and two tenants in each company stock.Conclusion:We have found that communication affects the relationship between company and customer. Tentants have experinced credibility of businesses is important for them to have a confidence and loyalty in the relationship. .

The purpose of this thesis is to discuss how a Swedish public library approaches their costumers. I will show how a library interacts with their costumers compared to a business, which has a different economic work frame, a building materials supplier. My aim is to pinpoint differences and explore new methods for the library in order to improve their service.The theoretical frame of the thesis is based on Richard Norman's notion the Moment of truth. The moment of truth is the moment when a business has to convince their customer that they offer both the product, proficiency and service that the customer needs. Service encounters at two organizations have been observed and their differences and similarities compared.

SAMMANFATTNINGFöretagens största syfte är att ge ägarna värde. Värde uppstår genom att tillgångar genererarett lönsamt kassaflöde. För att åkerier ska kunna konkurrera med andra behöver deminvestera i lastbilar. Investeringar innebär både möjlighet till framtida avkastning men ävenrisk. Hantering av risk kan ske genom en strävan mot optimal kapitalstruktur, det vill sägafördelningen av eget kapital och lån, vilket dessutom skiljer sig mellan olika företag ochbranscher.

Glulam?s position at the Swedish market for building constructions has been established over the past decades. Factors affecting glulam demand are found both in global and national contexts as well in customer attitudes and knowledge of the material. Arguments for environmentally friendly and sustainable construction processes and energy-efficient designs are nowadays common, which is something that should motivate increased usage of wood as a renewable material. For the glulam industry to increase its sales, improve profitability and thereby gain market share in present competitive climate, reliable market information and updated market intelligence is required.

The purpose of this study has been to examine how customers, by interacting with each other, can communicate and create the image of a brand. We find this topic to be relevant since there are no previous studies conducted concerning the customers influence on the brand image. Our ambition has been to describe in what ways and to what extent the customer can affect and influence the brand image by communicating with other customers. To fulfill our purposed we have targeted three important questions which are:? In which ways can the customer affect the communicated image of a brand?? To what extent can the customer influence the brand image and the perceived value?? Who has control over the brand, the customer or the company?For this study we have used a qualitative approach in which we have conducted eight personal interviews with brand consultants and the editor of the magazine Dagens Media which has given us the foundation for our analysis.

Since the beginning of the 1990s, Swedish society has gone through a great change. Firstly with the personal computer and then with the internet moving in to everyday life, a new arena for interaction with society evolved. Work, education, doing bank errands and reading or discussing the news, just to name a few, now all take place in the virtual world online. Not to mention social media sites such as twitter, instagram or facebook, the last of which has over half of the Swedish population represented as members.   Companies, corporations, interest groups, political parties and politicians must be aware of the massive impact that a post spread through social media can have.    This thesis will, with the text analyzing tool, argumentation analysis, and on the theoretical platform of political communications theory, analyze three of the most viral Swedish political posts spread over 120 000 times each, to see if there are any combined qualities that point to the fact that there is a formula for getting a post to become a viral success on social media.    The main result showed that of the three posts analyzed, all were built up around a factual thesis, argued for with foremost example arguments, not only appealing to the logical branch of argumentation but also to the ethical, and that they tended to be of high relevance and sustainability. The conclusion must therefore be that these are all qualities that tend to be of relevance for making a political post on social media into a viral success..

SammanfattningKandidatuppsats i företagsekonomi med inriktning mot hållbar verksamhetsutveckling och management, Mälardalens Högskola i Västerås. Datum: 2011-06-07 Författare: Yosef Gebretsadkan och Natalie Sepúlveda Moradinassab Handledare: Peter Selegård Titel: Belöningssystem - En studie om belöningar och motivation hos Handelsbanken Problemformulering: Belöningssystem har i dagsläget blivit oerhört modernt och de flesta banker använder sig av det. Till följd av detta har studiens problemformulering utformats enligt följande: Är belöningssystem en bra motivation för effektivare arbete? Hur mycket påverkas de anställda av belöningssystem? Syfte: Syftet med studien är att beskriva vad belöningssystem innebär och vad det har för verkan hos organisationer, i detta fall Handelsbanken. Vi redovisar även medarbetarnas uppfattning om belöningssystemet och hur de upplever att deras motivation påverkas. Metod: Informationen har hämtats från vetenskaplig kurslitteratur och artiklar samt internetsidor. Undersökningen bestod av ett flertal intervjuer av både ledningen och anställda vid olika kontor i Handelsbanken.

Purpose:  The purpose of this paper is that from the physical travel agencies perspective try to see how they perceive their future, knowing that the booking on Internet has increased.Problem: What are the prospects for future development of the physical travel agency? Has the technological development affected the physical travel agency and forced it to change its role and meaning?Method: This paper has a qualitative approach. Interviews have been made with employees on physical travel agencies to try to reach a deeper understanding and thereafter be able to give us an understanding of our problem.Conclusion: The physical travel agency has been given a new role as the employees are no longer seen as sellers but more regarded to as consultants. The travel agency has become more of an information bank than just a shop where travels are being sold. Despite this change, we believe that customers will continue to visit the physical travel agents because of the unique knowledge and services they can provide that Internet not yet can offer.

Bakgrund och problem: För att uppnå målkongruens har banker ofta valt att användasig utav ett belöningssystem som innebär extra ersättningar utöver den fasta lönen.Metoden har diskuterats flitigt i media och i den allmänna debatten har man ifrågasattom handlingar som belönats i företagen bidragit till målkongruens. Det har påtalats attde resultat som belönas inte alltid stämmer överrens med företagets mål och visionerför verksamheten. Kritiken riktar in sig på risken att det utvecklas ett kortsiktigttänkande inom företag som använder belöningssystem. För att bemöta kritiken och fåmedarbetarna att bättre prestera i enlighet med företagets mål och strategi behövs enöversyn av effekter av belöningssystem. Utifrån detta resonemang fann vi det intressantatt studera hur medarbetarna i Avanza Bank påverkas till att nå företagets mål ochundersöka om ledningens intentioner med vald metod infrias..Syfte: Syftet med vår uppsats är dels att beskriva hur belöningssystemet ser ut inomAvanza Bank och dels att undersöka om Avanza Banks valda metod har avsett effekt.Detta gör vi genom att undersöka hur belöningssystemet påverkar medarbetarna att nåmålkongruens.Avgränsning: Vi valde att avgränsa vår studie till att omfatta ett företag.

Title: Globalization ? Meeting a new market Author: Anna Nubäck Supervisor: Anders Nilsson Institution: School of Management, Blekinge Tekniska Högskola Course: Master in business administration, 15 credits (FED006) Purpose: The purpose of this essay is partly to create an understanding of the decision to establish a branch in Japan and especially to look at if and how the Swedish company in this study has adjusted its corporate culture to suit the Japanese market. Method: Data is collected thru a number of semi constructed interviews. A first telephone interview was followed by an interview made face to face that was also followed up by interviews performed over telephone. E-mails have been used to clear and correct collected data. I have also studied company reports, closely related literature, articles and papers on the Internet. Conclusion: My conclusion is that the company in this study based the decision to open a branch in Japan on the demand from one big customer and the potential to grow globally.

Agile systems development has in recent years become very popular, and many companies today claims to be working agile. At the same time there are studies about agile system development that indicate that there are difficulties in fully adopting the agile way. The purpose of this qualitative study has been to examine how true Swedish IT-companies conduct their agile system development compared to agile theory, and we have specifically for the purpose of the study designed a framework that has been used as an analytical tool. The framework helped us to maintain a structured and objective approach when we examined the participating companies and their practices. The study showed that there were differences regarding how true to agile theory the different companies conducts their agile projects, and that the differences in part depends on how long the companies have been working agile.

AbstractAttitudes towards the reference situation and the meetings between library users and librarians have become the subject of much debate in the library setting today. The aim of this two years master´s thesis has been to examine six librarian?s attitudes and apprehensions concerning the interactions between the librarian and the users in the library setting. We were also interested in knowing how a library can work to become more service oriented and customer centred. We conducted six interviews with librarians located at three different libraries in Sweden.