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.

The purpose of this study is to examine how the editorial staff from the Swedish radio program Morgonpasset i P3 and the Norwegian radio program P3morgen uses Facebook and Twitter and how they can use social media as a tool in the production. The purpose is also to examine how active both of the editorial staff are on Facebook and Twitter and which kind of language they use on Facebook and Twitter. The radio programs both work under a lot of similar conditions and are both controlled by public service in both countries. To conduct the study qualitative interviews was performed with the web editor Christoffer Malm from Morgonpasset i P3 and the radio presenter Silje Nordnes from P3morgen in combination with a quantitative content analysis. The study was conducted over a limited period of the autumn of 2013.

The purpose of this essay was to look at how the Swedish Prison and Probation Service and the Social Service work with children who have parents in prison and what they can do to ease the contact between the children and their parents. In our study we have used different questions regarding parent role, gender, child perspective, contact possibilities and collaboration. We have interviewed six prison officers and five social workers in Skåne. We have also used previously written reports. Our conclusions are that the parent role is affected by imprisonment and more amongst the women than the men.

Syfte: Mitt val av ämne härstammar från egna reflektioner och erfarenheter av att bo och leva i USA ett antal år. Jag har successivt insett att det är större skillnad mellan våra kulturer än vad jag hade förväntat mig. Med tre barn i skolan är kontaktytan mot utbildning stor och det går inte att undvika att göra jämförelser. Ämnet för uppsatsen landade i en jämförelse av serviceerbjudanden med skola och omsorg som tillämpningsområde. Syftet med uppsatsen är att med marknadsföring och service management som teoretisk bas beskriva och analysera serviceerbjudandet gentemot barnfamiljer i Virginia och Sverige.

AbstractDuring my university trip to South Africa I visit a black township called Lingehlile. There I examined the life situation and education for children and youth with mentally disabilities. I was interested in knowing more about what basic condition they have, period of school and what kind of support they get outside the school. The subjects that I have handled are a school for all, support for the person with mentally disabilities and their family, the opinion of the society, education and life after school. I got my result by two interviews.

AbstractThe intention of our study was to examine the meaning of home of elderly women and men and how they experience their getting older. We also wanted to see how elderly women and men experience to receive home-help-service in their own home. The study was based on qualitative interviews with elderly women and men. The informants were five women and four men between the ages of 60-84 years. They all had everyday help from the home-help-service.

Abstract This essay is written to answer the questions of why, how and against who employees in the service sector use humour, charm and flirt in the interaction with their customers. The service management research is quite extensive, but despite this the research partly misses studies around why employees tend to act in certain ways while interacting with their customers. To understand the reasons of why they act in these particular ways, we need to know which factors that can be crucial when it comes to the employees? behaviour in these situations. By knowing the underlying reasons of using a special way to communicate with customers, it is much easier to achieve a clearer overview of the subject.

Swedish municipals schools have been given an assignment to convey basic values to pupils. The assignment is to bring up the pupils through transmitting and developing a heritage such as values, traditions, language and knowledge. Together along with the lasting knowledge which constitutes the community frame of reference everybody needs. There by is the purpose of this study through a qualitative method to investigate how the schools assignment to create a community national identity of the pupils is interpreted by the teachers in introduction classes. Even how the teachers in this study response to ?Swedish? culture by presenting and educate the pupils in this.

Participation of the people is essential for a democracy's vitality and survival. In this study we focus on the individual as an active participant in the traditional political arena and beyond its sphere into the society as a whole. The first part of the study has a normative aim. Firstly we examine why political participation is essential for democracy, and especially the ideal of representative democracy and the restricted passive participation of its citizens in comparison to the ideal of participatory democracy and its ideal of an active participant in all aspects of society. An ideal participant is drawn up to set the course for the empirical part of the study.

Through this thesis, we want to discuss how the marginalization of people, several precedent political, city planning- and engineering decisions resulted in a catastrophic outcome after hurricane Katrina in New Orleans 2005. We also put forward a case study of the Make It Right Foundation, to demonstrate how the residents of the Lower Ninth Ward are involved in the urban development of their community. We would like to draw attention to the power of citizens and how they can influence the urban development of a community after a trauma. This study also focuses on the mission of The Make It Right Foundation: which is to rebuild the Lower Ninth Ward with firm concepts on sustainable development where all dimensions are accounted: ecological, social, cultural and economic. The empirical data was collected by a field study in New Orleans 2010-03-22 and semistructured interviews were made during the same days..

In the aftermath of three high-profile honor killings the social service administrators became strongly criticized for their lack of skills and knowledge when it comes to dealing with honorrelated cases. In order to fix this lack of knowledge and to respond to the criticism from the society, the Swedish government allocated resources to train administrators in social services to improve their knowledge of honor-related violence and know how to handle clients who are victims of honor-related crimes.The aim of this study is to examine how social service administrators perceive their professional knowledge regarding to their work in honor-related cases. How they perceive their competence and discretion in relation to the work of honor-related problems and their perception of what resources the organization has to provide training and skill development in this area. The study shows that the social service administrators experience that there has been a development of knowledge in some areas regarding their work with honor-related cases but that there still exists an uneven distribution in terms of knowledge between small and large communities in Sweden..

Vi lever i ett mångfaldssamhälle där alla medborgare ska ha rätt till lika service från förvaltningen. När förvaltningen utformar sin lagstadgade serviceskyldighet måste man beakta mångfalden som ska genomsyra hela verksamheten. Men frågan är om det skett en anpassning för invandrare för att servicen ska omfatta denna grupp ? vilket vi undersöker. Kan man i anpassningen se att demokrativärden fått stå tillbaka för ekonomiska värden?I en normativ och empirisk studie undersöker vi vilka anpassningar förvaltningen, specifikt Försäkringskassan, gjort för att möta invandrare.

This essay deals with the issue how to define the concept successful school and what ingredients it includes. To aim this task I have interviewed four principals at upper secondary schools, two placed in community schools and the other two working for non-community schools. We have discussed how the principals define a successful school, whether they believe that the principal has a major part in contributing to the schools success or not and further if they think that schools have anything in common with private companies.The principals all agreed on what components they believe a successful school consists of, that is good school results from the pupils, a high comfort level for the pupils at school, professional management from the principal and a high level of young people who wants to attend the particular school.Further I have studied Swedish and foreign research in the area of successful schools and management in schools to get at good background in this matter..

The Swedish National Labour Market Administration wishes to acquire further knowledge about how the evaluation process of vocational rehabilitation at the employment service operates as a part of the quality assurance of this activity. The primary task for vocational rehabilitation at the employment service is to investigate the work capacity of unemployed people, to give them increased knowledge and better understanding of their own capacity concerning work or education. The aim of this study was to survey the evaluation process of vocational rehabilitation at the employment service in Sweden. Data were collected through telephone interviews with 15 occupational therapists employed at the employment service, who were working with vocational rehabilitation. The result shows that the investigation of work capacity can take place in different environments and that the space of time for an investigation can vary.

The objective of this study was trying to understand bullying focusing on the bully. The questions at issue were: What can contribute in the making of a bully? What are the benefits and losses in bullying? What are the former bullies? thoughts on bullying, now in comparison to in their youth. This was investigated with a qualitative approach from a former bullys perspective, hence three former bullies were interviewed. The result was presented in themes and was then analysed from a social psychological and social constructionist perspective.