Service quality occurs in service encounters where both customers and employees come together in an interaction. It is therefore important that the staff give their best because the interaction usually takes place in real time, which is referred to as the moment of truth.The aim of this study was to find out how luxury hotels are working to ensure good service quality, and how the staff are motivated to deliver this service. We wanted to examine this from a management perspective, and an employee perspective. Information was gathered through various interviews, where the staff at the Hotel KĂ€mp in Helsinki and at the Sheraton Hotel Stockholm participated.Survey results show that employee motivation, training and empowerment have a significant impact to provide service in high quality. The results also show that the surveyed hotel, to certain level work in the same way, but it reveals some differences even when both hotels are part of the same concern..

Syfte: Att undersöka SVT Barnkanalens anstÀlldas syn pÄ public service och hur de anser att de tillÀmpar denna syn i sitt arbete.Metod: Kvalitativ innehÄllsanalys, intervjuer samt observation.Material: InnehÄllsanalys av Ätta dokument om public service, intervjuer med sex anstÀllda pÄ SVT Barnkanalen samt en observation pÄ SVT i Malmö.Resultat: Resultatet av denna studie visar att alla de sex personer som vi varit i kontakt med har sin egen syn pÄ begreppet public service och vad detta innebÀr i praktiken. Beroende pÄ vad respondenten har för yrkesroll pÄ SVT anges olika definitioner pÄ vad som Àr det mest centrala kÀrnvÀrdet inom public service-television. Kanalcheferna tycks ha en mer övergripande syn pÄ vad public service-uppdraget innebÀr för dess organisationer. Producenter, inköpare och programledare tycks dock ha en mer branschorienterad syn pÄ uppdraget och har sjÀlva plockat ut relevanta komponenter som passar deras yrkesroll. Vi anser att ingen syn pÄ public service-uppdraget Àr helt fullstÀndig, men adderar vi alla medarbetares tolkningar anser vi att hela public service-uppdraget representeras..

Med hjÀlp av filosofen John Rawls definition av rÀttvisa och David Beetham finner uppsatsen att dagens system med tv-licens dels skapar ett rÀttviseproblem och ett legitimitetsunderskott inom vissa grupper i samhÀllet. Dessa grupper Àr vad Rawls skulle kategorisera som de sÀmst stÀlld. RÀttviseproblemet uppstÄr p.g.a. det nuvarande systemet med en tvÄngsfinansierad avgift som inte tar hÀnsyn till mÀnniskors inkomster. För att göra systemet rÀttvisare i Rawls mening finns det tre alternativ, 1) avskaffa public service, 2) finansiera public service via skattesedeln och 3) införa en frivillig avgift i den mening att de som anvÀnder public service Àr de som betalar..

The aim of this paper is to examine how dyslectic adults define the service quality at the public library of Gothenburg. The purpose is also to investigate what level of service quality the library provides and which responsibilities the library has towards the dyslectics. Answers are sought to the following questions: - How do dyslectics perceive the service quality at the public library of Gothenburg and is that service quality satisfactory? - What responsibilities does the public library of Gothenburg have towards the dyslectics according to cultural policy documents? In this paper six persons have been interviewed. Of these, four are adult dyslectics, one works with people with special demands and the last one is the chief librarian.

Purpose: The purpose of this thesis is to compare and analyze Malmö Aviation and Rica Talk Hotel's service culture. This is done by examining three themes, the organizations ways of working with training, motivation and empowerment of frontline employees.Method: The essay is a case study-based qualitative research which mainly focuses on semi-structured, qualitative interviews with various people within the two organizations.Theory: The theoretical framework considers theory within two sections. The first section, the organizations importance in service quality, focuses on service culture or service climate and different management strategies. Section two, the employees? importance in service quality, focuses on three themes: training, motivation and empowerment of frontline employeesResults: Both Malmö Aviation and Rica Talk Hotel are companies that put great emphasis on developing and maintaining a quality service culture within the organization.

Public Service Àr ett svÄrdefinierat begrepp. De gamla idealen handlar mycket om enmedieideologi som baseras pÄ etermediernas möjligheter och begrÀnsningar, vilket har skapatsvÄrigheter nÀr Public Service har letat sig ut pÄ Internet. Kritik frÄn bland annatbranschorganisationen Tidningsutgivarna ifrÄgasÀtter Public Service-företagens breddning pÄwebben. De anser att grÀnserna för vad Public Service-företagen fÄr och inte fÄr göra Àralltför otydliga.Med hjÀlp av fyra kvalitativa samtalsintervjuer (tre personer frÄn Sveriges Television samt enfrÄn Tidningsutgivarna), och med kvalitativa textanalyser av statliga propositioner ochutredningar angÄende Public Service-uppdraget undersöks hur Public Service-uppdraget ochdess medieföretag pÄverkas av medieutvecklingen.I uppsatsen jÀmförs resultaten med Anna Maria Jönssons tankar kring Public Service och denmedieideologiska inriktningen ?Social ansvarsideologi?.

Purpose: The purpose of this thesis is to compare and analyze Malmö Aviation and Rica Talk Hotel's service culture. This is done by examining three themes, the organizations ways of working with training, motivation and empowerment of frontline employees.Method: The essay is a case study-based qualitative research which mainly focuses on semi-structured, qualitative interviews with various people within the two organizations.Theory: The theoretical framework considers theory within two sections. The first section, the organizations importance in service quality, focuses on service culture or service climate and different management strategies. Section two, the employees? importance in service quality, focuses on three themes: training, motivation and empowerment of frontline employeesResults: Both Malmö Aviation and Rica Talk Hotel are companies that put great emphasis on developing and maintaining a quality service culture within the organization.

Vi har tittat pÄ hur det amerikanska konceptet Service-Learning anvÀnds pÄ en svensk skola, Pilevallskolan i Trelleborg, hur och varför man valt att arbeta med det. Vi jÀmför ocksÄ LPO-94 med resultatet av vÄr undersökning för att se om det Àr motiverat att arbeta med denna metod. VÀrdegrunden och en tolkning av denna Àr ocksÄ av viss signifikans..

A QUALITATIVE STUDY ON THE EXPERIENCE OF ESCORT SERVICE UNDER THE ACT (SFS 1993:387) SUPPORT AND SERVICE FOR THE DISABLED The purpose of this study was to examine the experiences of escort service under the Act (SFS 1993:387) concerning Support and Service for the disabled (LSS) for self-determination, participation and equality of living conditions. In the results of this study appears that the escort service fulfills its role in breaking the isolation of persons with disabilities. It gives a picture of the escort service is much more than to break the isolation of people with disabilities. The aspects that emerges is that escort service gives persons with disabilities the opportunity to develop their independence, increase their self-esteem and broaden their frames of reference through increased participation in community life. All users report that they experience autonomy in the choice and order of activities within their grant initiatives.

The main question this bachelor thesis aims to answer is how the public service program Tg1?s news broadcasts may look. The following questions were used to discuss thetendencies of the result: How can the distribution of the news categories appear in Tg1?sbroadcasts? Can the main news be considered as impartial and objective in its linguisticand pictorial representation?To answer the aforementioned question I chose to do a combined study, using aquantitative content analysis and a qualitative content analysis.To lead my research, I focused on two requirements underlined by public servicebroadcasters, namely, objectivity and impartiality, and diversity. The outcome shows thatthe diversity in Tg1?s broadcast is disproportionate and that the pictorial representation isnot impartial and objective without the linguistic part.

In recent years, employees at large companies have started to demand that their employer should work more for good causes. The money the company wants to donate to charity is distributed mostly through a vote to decide where the money will be remitted. The purpose of this design case is to develop a design concept for a web-based donation service that involves all employees at a company. Furthermore, the authors of this study intends to explore how the motivation for employees of a company can be affected by participation in this service. In this design case, the service function, quality and concept was tested and evaluated.

The outset of this thesis is to raise questions on how we design for the mobile context and the capabilities of smartphones. Not only the presentation but also the use of input and interaction between a service and a user.This work evolves around sign up forms and answers the question: How does the sign up process affect the holistic perspective of a digital service regarding usability and user experience? This thesis consists of a case studies, and design experiments conducted on Twitter, Instagram and Randos sign up processes to explore if and how the usability, and the user experience could be affected and im- proved.This concluded some important aspects to be considered when designing sign up forms for a digital service.The usability, and the user experience is not only affected by user interaction, and the choice of input method but it?s also affected by which data the service is requesting, and more important; if that data is motivated to request by the service..

Service förknippas av de flesta med ett personligt bemötande. Samtidigt strÀvar företagen inom servicesektorn efter att effektivisera sina tjÀnster och produkter. SamhÀllet gÄr med teknikens hjÀlp mot en mer rationaliserad utveckling. En följd av utvecklingen Àr sjÀlvbetjÀningskoncepten som ökar i de olika delarna av samhÀllet.  Genom att lÄta gÀsterna göra mycket av det som tidigare utförts av personal minskar vikten av det personliga bemötandet. Det finns hotell som helt avskaffat det personliga bemötandet och ersatt det med sjÀlvbetjÀningsteknologi.

Denna uppsats handlar om hur Shared service (SS) inom den offentliga sektorn kan ses som en del av New Public Management (NPM). SS har beskrivits som ett verktyg för att uppnÄ de egenskaper som karaktÀriserats som NPM, och denna uppsats syftar till att se ifall anvÀndandet av Shared Service inom den offentliga sektorn kan ses som en del av New Public Management. Genom en fallstudie pÄ Kammarkollegiets Enhet för Administrativ Service har detta genomförts. SekundÀrdata i form av rapporter har studerats samt intervjuer med direktören för Enheten för Administrativ Service HÄkan Viberg har genomförts. Analysen visar pÄ att detta fall i hög grad uppfyller kriterierna för NPM och motiven för SS, Àven om vissa skillnader har kunnat identifieras.

The public service within health and care has changed remarkably during the last 30 years. It has been inspired by management ideas from profit-making businesses. Those thoughts are an umbrella term called Nex public management. In what way has New public management influenced the public service in Sweden? Important concepts in the change of public service are quality, effektivity and goals.