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.

People recieving social assistance is today very common in Swedish society. Of those receiving social assistance single mothers is one ofthe largest groups. The purpose of this study is to examine how single mothers with social assistance experience themselves to be treated by social services, how this treatment affects their confidence in the social services and how they experience it is to live with social assistance. To answer the question, we use qualitative interviews with three clients. Previous research has shown that single mothers receiving social assistance experience vulnerability, and how they perceive it is affected by how they are treated by their social secretaries.

This thesis concerns the Swedish credit card market to a younger public and specifically Nordea as a card editor. The purpose is to investigate whether a Swedish bank can, and want to build long term relationships with a young public through credit cards, and if so, how they do this.The theoretical background formulated by researchers Bendapundi and Berry consists of four key factors of relationship maintenance; Trust, dependency, dedication and constraint. These key factors are also assembled in an analytical framework. The empirical findings mainly consist of interviews with three employees at Nordea. They describe a recent segmentation of the bank?s customers with the issuing of a new credit card; Mastercard Silver.

Att tänka på medarbetarnas arbetstillfredsställelse har inte alltid varit något självklart, det var vid 1950-talet som intresset för medarbetarna började bli något etablerat i samhället. Tidigare forskning inom detta ämne har haft olika synvinklar om vad som är viktigt för att medarbetaren ska känna arbetstillfredsställelse. Syftet med denna studie var att undersöka hur två begrepp, arbetstillfredsställelse och stöd från chefen förhåller sig till varandra, och till lärarnas hälsa. En enkätundersökning (N=152, var av 32.8% män) utformades i syfte att undersöka gymnasielärares egen uppfattning om detta. Ett frågeformulär konstruerades av författarna med hjälp av QPSNordic och Frågeformulär om psykosocial arbetsmiljö för att undersöka de underliggande variabler om arbetstillfredsställelse.

Last spring I did a study where I studied how young girls where being depicted in Swedish novels of 2010. My ambition with this exam is to study how young teenage boys are being depicted in Swedish novels of 2010 and to compare this study and the results with the results from my study last spring. Throughout history we can see that boy?s novels have had the purpose to bring up boys into being adventurous. In the novels of 2010 we can see that boys now are being depicted in another more modern and contemporary way.From my analysis we can see that all the books have many things in common.

The aim of this study was to investigate how counselors who work at youth clinics relate to the question of the integrity of adolescents who are under 18 years old in relation to the parents rights to information. The study was based on semi-structured interviews with eight counselors from youth clinics in the StockholmCounty. We have analyzed our empirical material by categorizing the statements from the counselors and by using two different theories. The first one is a consequential ethics theory and the second one is a cognitive theory. These two theories have helped us to understand the thoughts and actions of the counselors.

In Sweden today almost all people are connected to a bank in some way. It can range from loans, savings, shares, etc. They have a current account where salaries, student aid etc. is paid. Due to the large selection of banks, it has become more important for banks to be competitive in their services to their customers so they don?t change bank.

Thee purpose of this study was to examine what helps in counseling against women victims of domestic violence, and how to identify empowerment in their experiences? It is a qualitative study using semi-structured interviews where the collected material is based on five interviews. The group we studied is victims of domestic violence who had taken part of counseling. The interviews were based on an interview guide that sought answers to women´s experience of counseling. The interviews were analyzed with the help of theories of support, domestic violence and empowerment.

This study was conducted by using a qualitative textual analysis on UNICEF Sweden?s website with the purpose of problematizing the role of UNICEF Sweden in today?s globalised society. This was done in the context of how organisations of civil society have gained influence. Following questions were answered: How does UNICEF Sweden legitimise its operation? Which strategies does UNICEF Sweden use to encourage involvement and donations?The study shows how UNICEF Sweden legitimises its work by promoting a unique influence, their unique methods of work and by showing how the organisation helps the most disadvantaged children.

The purpose of this research is to examine some historical aspects of Robert Putnam?s thesisabout voluntary associations and social capital. According to a micro perspective theory ofsocial capital the Trust and reciprocity required and created by associations is important toexplain the disparity between institutional performance and socioeconomic development ofsocieties. The social patterns governing this therefore set a precedent for the future. Using themutual sickness benefit societies in Sweden as variable for voluntary associations around1884, the essay discusses the possible links between social capital, associations and long termeconomic development.

There is an ongoing discussion about the declining quality of the teaching in the swedish school. This essay is a contribution to that discussion. It suggests that a certain kind of dialogue is necessary for the quality of the teaching to recover, and thereby also the quality of the students? education.The author turns firstly to philosophers of dialogue and finds in their works views appropriate to use when facing the situation of the swedish school. With the ideas of Martin Buber the author redefines the students as creatures of relationships.

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. .

Vaccination as a part of the preventative public health project has for many years been one of the important tasks of the children's health care. The vaccination program has been adjusted to current research and the health situation in the country. Having their children vaccinated is not something obvious for all parents, though. Especially the vaccination against measles, whooping cough and German measles have been questioned. The purpose of this literature study was to investigate the reasons for the resistance to vaccinate and to illuminate the security creating advice of the nurse at the public health centre.

In this essay I want to investigate how the poodle strategy affects a person?s credibility when he or she uses it. The poodle strategy is a strategy, which someone uses when he or she is scrutinized by the media. It?s primary purpose is to suppress further media coverage but it is also a strategy for defending oneself and hence rescuing one?s reputation either as a private person or as an official.The essay?s research questions are:How has the strategy been applied for defensive purposes and what are the results?To which extent can the Stasis theory and Benoit?s theory on Apologia be connected to the strategy?Does the strategy affect the user?s credibility?To answer these questions four cases from the political sphere in Sweden where persons have been said to have ?done a poodle? have been analyzed.

Our purpose with this paper was to examine what effect a parent's drinking problem can have for the children in the family. A combination of literature study and qualitative interview analysis was used. The most important research questions were: How do the parent's problems affect the child? In what ways can the social network around the child help it to develop normally despite problems in the home environment? To what extent a parent's drinking problem affects a child depends on many different factors. Based on earlier research and interview data we drew the conclusion that growing up in a family where a parent has a drinking problem has a negative effect on all children.