The purpose of this Masters thesis is to study students perception of the services that the library staff provides and the library staffs opinion of the students perceptions. With the concept service we mean the treatment, the attitudes and the qualities that exist between the library staff and their users. Our purpose is also to examine how the users experienced services quality. Our survey was conducted at an academic library with questionnaires to both students and library staff. We analysed the result of the survey by using three theories by Lundmark, Keen and Grönroos and Monthelie.

Purpose ? The purpose of this thesis is to develop a total cost model for container transports and create a tool that calculates a suitable transport quantity from an economic view, which fulfills the demands on delivery service. To achieve this purpose the following questions will be answered:Which costs are affected by the decision between the two transport alternatives LCL and FCL?   How does the decision of sending product LCL or FCL influence the delivery service?  How can a tool be constructed to simplify the decision-making process regarding the choice of sending products LCL or FCL?  Method ? A total cost model was developed. This model is supported from existing literature.

The communicating home concept has been defined byidentifying the dominating communication technologiesto/from and in the homes, the most important customerbehavior and user needs, the dominating products and thedominating actors of the industry.The evaluation of the communicating home industry has beenperformed with a five forces framework analysis and theoriesregarding value migration and value structures of industries. Ithas been concluded that actors of communication technologies,goods and access services will compete fiercely. The barriersof entry will however be high. When it comes to contentservices the situation is completely different. These actors will,to the largest extent, meet lower competition and low barriersof entry.

 Abstract  Interest in Lean grows and spreads to the public from industrial and service sectors. Lean is currently used in administrative processes and it is called Administration but can administration be Lean? The aim of our study is to develop a useful model for a successful implementation of Lean Administration by using various scientific articles, books and information from the case study.The part of the purpose is to: ? Identify critical success factors that arise? Identify the challenges arising from the implementation of Lean Administration.We have studied a Division within Distribution at GE Healthcare in Uppsala. The model that we have developed provides challenges and success factors for a successful implementation.In order to succeed in implementation, a culture that promotes continuous improvement must exist in the organization. A key success factor is to understand Lean Administrations structure and principles.

This is a study of seven men that have suffered from a cruel punishment. The punishment involved getting their ear/ears cut off, prison with more torture and their families being deported from their homes to another town.My sample involved seven Iraqi men who suffered from this punishment during Saddams regime, they got this punishment because they refused to fight against Iran and Kuwait. I went to Iraq and met with the men in person and did interviews with them to understand the effect of the punishment on their personalities, and how the punishment have influenced their lives and interaction with other people in the society and around them.The study focuses on their suffering and how they have been able to live with this stigma. The method the study has used is the kvalitative method that involved interviewing them in their country Iraq and analyse their answers and then come to the results. My study was between 26 of March 2004 to 26 of April 2004.My study is based on the theory of social interaction and especially the symbolic interaction theories of G.H.

1990 Sweden ratified the UN Convention on the Rights of the Child, with 54 rights. The Convention on the Rights of the Child does not apply as law in Sweden. However, all countries that have ratified the convention, has an obligation to implement the convention in all decision making and practical management that includes children. The purpose of the study is to examine the implementation of the convention in relation to unaccompanied refugee children on a state, municipal and non-profit level by using three actors. The actors are the Swedish immigration service, Stockholm social service and the NGO Save the Children.

The aim of this thesis is to investigate the reason behind thedecision to open libraries at subway stations in Stockholm.The theoretical framework for the study is Douglas Raber´s threeideologies, social activism, conservative response and populistinitiative. The study includes interviews with librarians and apolitician responsible for the service and documents with plansfor the Public Libraries development during the period. Theempirical material was examined with an idea- and ideologicalanalysis.The conclusion is that the concept of the subway libraries consistsof a combination of the three ideologies but the most evidentare those of populist initiative and social activism.The reason for opening libraries at subway stations is to makethe libraries more easily accessible, to attract new visitors and tomake the Public Libraries service more visible. These smalllibraries have a function as a market place for the Public Librariesand as a meeting place in the city..

Being detained means that a person loses their freedom and have limited contact with others. Police can on suspicion of a crime arrest a person, in order that the suspected person won´t be able to eliminate evidence. Being convicted of a crime and go to prison is terrible, but what about the experiences of being detained on suspicion of a crime you did not commit? Our purpose with the study is exploring stories of people who have been detained. It´s about their time as detainees to the time they got free from suspicions of the crime.

Måltidskunskap är ett relativt nytt och outforskat området. Forskare menar att måltiden är en diffus sak att undersöka och att det krävs mer djupgående forskning kring ämnet. Den nordiska forskning som gjorts delar upp måltiden i fem aspekter. En av dessa aspekter är mötet. Mötet är en stor del i gästens helhetsupplevelse då det är där all kontakt med personalen sker.

The use of subscription services directed towards customers has become a common phenomenon in a vast number of different industries. We have noticed a clear trend of new businesses emerging solely offering subscriptions, and existing companies altering sales of their products to become parts of subscriptions. But research has not caught up with this trend yet, especially regarding why it occurs and how it affects existing businesses internally. The purpose of this study is to examine the driving forces for change and examine how existing businesses have to change parts of their business models to offer subscription services. The premise of this study has been Vargo & Luschs (2004) Service Dominant Logic with their foundational premises and Business Model Canvas by Osterwalder et.

The purpose of this thesis is to investigate how city librariesmaintain the intellectual freedom in their Internet service. Thediscussion about Internet filters has been quiet in Sweden forseveral years, so I wanted to see if there had been an increased useof filters. I also wanted to see if the city libraries regulated theInternet service in another way. I sent a survey to 100 libraries andgot answer from 83. To explain what intellectual freedom is, I usedStuart Hamilton?s theory about intellectual freedom in the librarycontext.

Construction and maintenance of forest truck roads are a necessary element of industrial forestry. Payment for contracting services in this context can be done according to a number of payment models. This study will focus on the methods and consequences associated with a change of Holmen Skog?s payment model from per hour to per metric ton for ballast hauling. The aim of this study is to improve the economic efficiency of Holmen Skog?s ballast hauling in construction and maintenance of forest truck roads. This is done by formulating and evaluating a proposal for a payment model based on crowns per ton.

Servicescape is a research area within service management which processes the effect that the environment has on the service experience. The purpose of this essay is to find out how servicescape, with focus on the ?background music?, affects customer behavior in a clothing retail store. Through manipulation of the background music?s tempo the essay aim to explore to what extent this part of the servicescape a) affect the customers approach and avoidance behavior, b) is affected by customers with a hedonic or utilitarian shopping behavior, c) affects pleasure, arousal and dominance perceptions for the customer, and d) how the servicescape is perceived.Key words: Servicescape, approach-avoidance behaviour, pleasure, arousal, dominance, hedonic-utilitarian behaviour..

This study is an attempt to examine a hospital library's difficulties in reaching customers with consumer health information. The method was a case study of the consumer health service in the hospital library in Västerås, a town in Sweden. Qualitative interviews, observations and written material were used. The approach was from the actor's point of view with the intention to look upon the problem with the eyes of those who work at the hospital with information to patients, that is librarians and medical staff. Theories about marketing in service organizations and how to develop new services were used in the study, as well as theories about communication and different cultures within organizations of different kinds like the library and the hospital.

The purpose of this master thesis is to use marketing theory on the library?s activities. The marketing theory used is the 4Ps; product, price, promotion and place, as it's presented by Philip Kotler. Because the library can be seen as a service oriented organization Christian Gronroos theory of marketing in the service industry also has been used. A case study of the public library in Broby was made to illustrate how the public libraries? activities can appear in the light of marketing theory.