Syftet med vår uppsats var att utreda behovet av multilingvistisk kundservice på den svenska marknaden samt att studera hur företag hanterar kunder med icke-svensk bakgrund. Vårt sekundära syfte vara att undersöka affärsmöjligheter för ett multilingvistiskt Call center. Uppsatsens teoretiska ramverk består av kundbaserad teori, där teorier kring Customer Relation Management, kundservice, Call center, kommunikation och multilingvistik har använts för att konstruera vårt teoretiska ramverk. Analysen av empirin har i sin tur skett mot det teoretiska ramverket. Metoden som tillämpades i studien är kvalitativ med en hypodeduktiv och induktiv ansats.

Syftet med denna uppsats var att beskriva hur call centrer kan styra sin personal och identifiera hur avvägningen mellan inre och yttre effektivitet påverkar styrningen, samt att jämföra svensk och brittisk personalstyrning. För att besvara syftet har vi gjort fallstudier på två call centrer där vi genomförde personliga intervjuer med respektive platschef. För att ta reda på branschens arbetstagares synpunkter på personalstyrningen genomförde vi en intervju med deras fackliga ombud. Resultatet av vår empiriska undersökning jämförde vi sedan med hur den brittiska personalstyrningen beskrevs i teorin. Vi kom fram till att personalstyrningen karaktäriserades av prestationsmätning, regler och kontroller.

The application of performance-based pay system among enterprises is becoming more frequent. Performance-based pay systems is used by organizations in hope of increasing productivity and have become more flexible. Employees may perceive the performance-based salary as a motivator or a threat depending on lifesituation and personality. At a perceived threat, the employee may become stressed. Work-related stress has become a serious social problem that can have consequences for both companies and individuals.

The aim of this qualitative study of service work in the private sector is to examine how the service worker experiences his/her work. There are three dimensions of the service workers experience in focus, and they are the base of my formulation of questions. The first dimension refers to how the service worker experiences the emotional labor demands from the employer. The second dimension concerns the relation between service worker and customer, from the view of the service worker. The third dimension problematizes how service workers experience efficiency.I have interviewed three Call center customer workers and two hotel receptionists, using semi-structured interview technique.

To have motivated employees is important for companies so that they are able to keep valuable competence within the organization. This report treats a relatively new concept for increasing the motivation of employees. It is however, a concept that gets more and more attention. It is called gamification.Gamification is defined as ?using game design elements in non-gaming contexts?, i.e.

The purpose of this study is to investigate and describe what factors are most important to students when choosing training center, and how these factors affect the choice of each training center. We investigated this by performing a qualitative research and a quantitative survey of students at Karlstad University that trains at Friskis & Svettis and Sats in Karlstad. The results show that there are a number of important factors in the total customer experience that affects a student's choice of training center and that they also differ between a premium center and basic center. Our conclusion is that when a total customer experience concept consists of a core, core experience and peripheral experiences well linked into each other competitive advantages is created, resulting in more satisfied and loyal customers. .

We want to search knowledge in how teachers with a focus on after-school recreation centre estimate how their own competence is used in after- school recreation center and school and what expectations/apprehensions they have on their profession in the future. In our study we have asked teachers with a focus on after-school recreation center how they estimate that their competence has been used in after-school recreation center during the last three years. The method we have used to illustrate this is the Delphi method Nordänger (2009), where we interviewed eight respondents by e-mail. From the responses, we have found that teachers with a focus on after-school recreation center experience that their skills should get more attention in the school. They want to combine care and pedagogy that supports students' physical, intellectual, social and emotional development.

Syfte: Syftet med denna studie är att utreda vilka företag som lämpar sig för en implementering av ett shared service center. Metod: Under arbetets gång har en abduktiv ansats använts där det varit en kontinuerlig interaktion mellan teori och empiri. Det har gjorts en kvalitativ studie av ett fallstudieföretag med hjälp av intervjuer, facklitteratur och vetenskapliga artiklar. Slutsatser: De företag som är mest lämpade för en etablering av ett shared service center bör vara:? Stora ? de måste kunna uppvisa stordriftsfördelar? Multinationella ? centraliseringen till shared service måste få märkbar effekt? Expansiva ? realisera besparing i personalkostnader ? Lågkostnadsstrateger ? syftet med ett shared service center passar företagets paradigm? Förändringsvilliga ? det är ett stort projekt som måste stödjas av organisationen.

On-call work has increased substantially in the past 20 years in Sweden, not least in the public sector and most notably in health and social care. This thesis argues that the increase has considerable influence on the prospects of on-call workers in the public services to act as guardians of democracy. Based on theories of Lennart Lundquist, the results of this study show that on-call workers suffers from inferior opportunities to act as democratic guardians in particularly two matters. First; they have fewer prospects than standard employees of professionalism due to lack of education and capacitation. Second; on-call workers have inferior opportunities to protest against wrongs, due to no real formalized possibilities to inform and due to transactional psychological contracts.

Physical rehabilitation is a constantly growing field in veterinary nursing. To build a physical rehabilitation center for dogs you need personnel with adequate education and knowledge. In spite of good knowledge it can be hard to know which areas and equipment necessary for the work. It is of interest to describe how a physical rehabilitation center can be planned and which spaces and equipment to prioritize. In this study, data of different spaces and equipment for a physical rehabilitation center for dogs are presented and also the economical perspective is introduced as a background.

AbstractThe purpose of this paper is to compare existing theories and policies on CALL (Computer Assisted Language Learning) with the actual situation among practising teachers of ESL (English as a Second Language) of secondary schools in Sweden. The evaluation focuses on the differences between theories and reality, and discusses why, if any, the differences exist. Some background information on second language acquisition is provided, and recent theories and standpoints within the field of CALL are mentioned to highlight the differences between theory and reality. The evaluation was made by handing out a survey to 33 teachers of ESL, asking questions about their use of computers in their everyday teaching. The survey shows that the gap between the theories and standpoints within the field of CALL, and the reality of teachers in schools often is huge.

The number of data centers and their capacity is increasing throughout the world. Theenergy used in these data centers and the emissions from the use are increasing at thesame rate. The total use of energy will double from 2008 to 2011 based on the trends indata centers use. Research in this area says that the emissions from data centers willhave surpassed the level of airline traffic in 2020. The index used today to compare howefficient a data center is, called PUE, is lacking some information.

The culture center studied has gone from being organized by enthusiasts and ideals, to being institutionalized with a educational association responsible for the management. The questions discussed are ? how this change affects the active people in the house and what consequences these changes make for the institution of the house and for the regular management..

AbstractDuring the year 2005, a more and newer models of trade as shopping malls has been established in Värmland. Trough media (Wermlands the newspaper, Tvärsnytt) we have been able to follow the development of trade establishments as happened in the county, for example the establishment of Olav Thons Shopping center in Töcksfors. The aim and issues as then arisen in this study is part's why economic activities as shopping center increases precisely in Värmland, part's factors that governs the premise ice ring of a shopping center, were Töcksfors shopping center is functioned as an example, part's if shopping centers is a part of Värmland's new tourist activity? Through depth interviews with the region manager Urban Svanberg on Swedish business communities, the centre manager Helene Rödseth on Töcksfors shopping centre and the county tourist manager Monica Karlsson on Värmland's tourist council, some cultural geographic premise ice teories has been showed. For example this study has shown that trade in Värmland has been given birth to new trades in the county..

The purpose of this bachelor?s thesis is to examine what attitudes the administrators of the selected elementary schools have towards school library media centers in general but also towards their own respective library media centers. Furthermore, it is to examine the administrators? views on their school librarian?s role in the library media center as well as an integrated part of the school activities. A branch in this purpose is to examine if there is any differences in staffing the library media centers with a library media specialist or a teacher-librarian.