The focus of this thesis is positioning and customer retention in newly started small service businesses. The thesis is based on the case study of two small newly started service businesses: KÄffe In that is based in SkellefteÄ and Lundström Aaro Design! which is based in UmeÄ. The thesis presents the conclusion that newly started small service businesses, regardless of industry, seem to work in accordance with the theoretical framework of the thesis..

The Church of Sweden sent during the spring 2010 two documents, Teologiskagrundprinciper för arbetet I 2006 Ärs handboksgrupp and MÀssans grundordning forconsideration. The documents are parts in the work with writing a new service-book for theChurch of Sweden. After the documents had been sent for consideration by the dioceses therehas been a discussion about the proposal to make the preparation in the service of HolyCommunion facultative. My main question has been to se if there will be any change of theconfession, faith and doctrine in the Church of Sweden if the preparation becomes facultative.I have seen that the service-book is an expression for the confession of the Church of Sweden,therefore there will be no change of the confession of the Church of Sweden, but a change ofits expression.I have seen that there is no consensus in how the dioceses react over what is written in thetwo documents about the forgiveness and the atonement. My conclusion is that it may bydifficult for the Church of Sweden to fix a new service-book without first fix what the Churchof Sweden means with forgiveness and atonement..

This report is focusing on problems with introducing standard enterprise resource planning systems (ERP) in businesses. A study has been carried out on a service and support department at a Swedish heat metering company, SVM North Node. The study aims to help the company become a better customer in choice and customization of a new ERP system. We make a description of the department studied and the work carried out there, on the basis of learning, knowledge and cooperation. As a final point we present some ideas on how computer systems could support their work, hoping that this will result in them making adequate demands on a new ERP system..

Grundtanken med examensarbetet har varit att genom kvalitativa intervjuer ta reda pÄ om ett betyg i service och bemötande Àr aktuellt och efterfrÄgat inom hotell- och restaurangbranschen och vad införandet av ett sÄdant betyg skulle tÀnkas fÄ för konsekvenser för eleven. Vidare belyses vikten av en god attityd i servicebranschen, en egenskap som vÀrderas vÀldigt högt och stÀlla detta i kontrast till skolan och hur lÀrare och handledare arbetar för att stimulera en positiv social utveckling hos eleven. Jag valde att intervjua fyra yrkeslÀrare pÄ hotell och restaurangprogrammet i en större stad och tre APU-handledare pÄ tre skilda hotell i staden. Gemensamt för lÀrarna och APU-handledarna Àr gedigna branschkunskaper och aktivt arbete med elever/praktikanter i flera Är. Undersökningen visar att lÀrare och APU-handledare Àr positivt instÀllda till ett betyg i service och bemötande, men reservationer finns angÄende vem som har behörighet att sÀtta betyget samt vem som ska fÄ ta del av betyget. Forskningen tyder pÄ att betyget i service och bemötande inte bör visas för APU-handledare före praktikperiodens start dÄ det kan skada elevens sjÀlvkÀnsla. APU=arbetsplatsförlagd undervisning.

Title: A hosting service for software development projects that use the Git revision control system. To learn using tools to make software development more effective should be self-evident at a high level institution as the competitive industry races on. The absence of directives for programming students in Sweden to use source code management (SCM) was the basis for this report. The report describing the developing of a hosting service for software development to use SCM of Git, which includes a web application, storage, API and authentication of students. The project resulted in a hosting service and a smaller survey of how the today Swedish students using habits of SCM during their studies..

To be able to maintain an adequate ITservice for various users and needs,more municipalities are looking at thepossibility for mergers of local ITdepartments. One solution for mergingmultiple services/functions and creatingsynergy opportunities is called SharedService Center (SSC). The concept of SSCis that the administrative serviceitself becomes a core activity withinthe organization. The aim of this thesisis to provide municipalities who areconsidering a merging of their local ITdepartments with recommendations on howto design the Shared IT Service Center.Recommendations are outlined based on ananalysis of IT-management literature,reports and by conducting a study onthree ongoing collaborations.The conclusions drawn from the studysuggest guidelines for the design of aShared IT Service Center formunicipalities. These are as following:Create a vision associated with aspecific and structured target state.Identify needs for different targetgroups in municipalities and set acommon standard.Create a clear and practical model/SLAappearance of the cooperation andagreement.Ensure the individual municipalitiescommissioning skills in order to notlose it in the context of a common IToperation.Find an organization that is democraticfor member municipalities andfacilitates long-term partnership.Specify the operation and maintenance sothat it can be regulated and controlledEstablish a common help desk.Establish a common standard andconsolidated infrastructure before theintroduction of a common technology platform..

The postindustrial market increasingly demands service infused products to add more value to the customer in order to be competitive. Much research regarding digitalized services indicates that companies have to be innovative in order to compete on the market. However, companies within different industries face different challenges with digital service development. This study has been conducted because there are little known about the opportunities and the challenges different industries faces with a globalized market. Our research question is what the challenges are and what opportunities does strategic digital service development entails for companies.

Uppsatsen handlar om hur företag hanterar missnöjda kunder, vilket i teorin benÀmns service recovery. Uppsatsen behandlar ett företag som sedan mindre Àn ett Är tillbaka Àr en sammanslagning av fyra olika varumÀrken. Syftet med uppsatsen Àr att kartlÀgga hur fallföretaget hanterar missnöjda kunder samt att undersöka möjligheter till förbÀttringar. Uppsatsen bygger pÄ teorier om service recovery skrivna av Grönroos, Bowen, Hart, Spreng och Best. Avsikten med uppsatsen Àr att skriva en plan för hur företaget kan förbÀttra sitt hanterande av missnöjda kunder.

Titel: NÄgot alla vill ha? ? En kvalitativ analys av berÀttandet om begreppet public service Författare: Kaj Sveningson Kurs: MK1500, Examensarbete i medie-­? och kommunikationsvetenskap vid institutionen för journalistik, medier och kommunikation vid Göteborgs universitet. Termin: Höstterminen 2012 Handledare: Marie Grusell Sidantal: 52 Syfte: Att analysera hur man i ett antal artiklar i svenska tidningar berÀttar om och beskriver begreppet ?public service?. Metod: Kvalitativa textanalyser Material: Tio (10) artiklar hÀmtade ur BorÄs Tidning, Dagens Industri, Dagens Nyheter, Dala-­?Demokraten, Göteborgs-­?Posten, Metro, Resumé samt Svenska Dagbladet.

Customer service has traditionally consisted of telephone, mail, and later on chat.But the entry of social media has changed the way companies exercise customerservice. Companies should ask themselves whether the same type of traditionalcommunication may or may not function in a new channel and thus whether itcan be applied to social media.The purpose of this study is to describe the companies? use of customer servicein social media and how the communication differentiates from thecommunication in traditional customer service, and also to define the effect onthe customers? relationship to the company. To reach our conclusions we havecombined theoretical references with qualitative interviews.By our analysis, we found that the communication in social media expandsthe possibilities. By entering an unfamiliar channel, customer service has hadto adapt themselves and their language.

Titel Livsstilsboenden - Processen kring att kombinera livsstil, service och boende Författare Elisa De Toro, Helene Tigerström & Liv Åström Handledare Cecilia Fredriksson & Örjan Hallgren Problem Det finns en stor mĂ€ngd forskning inom omrĂ„dena service, boende och livsstil. Dock ser vi att det saknas forskning kring hur dessa kan kombineras och hur processen kring detta ser ut. Syfte Syftet med denna rapport Ă€r att fĂ„ en fördjupad förstĂ„else kring utvecklingsprocessen för ett projektutvecklingsbolag inom boende, vilket vill skapa förutsĂ€ttningar för att anvĂ€nda service som en del i ett boendekoncept kring en viss livsstil. Metod Vi har tillĂ€mpat en deduktiv samt kvalitativ metod för insamlandet av vĂ„r empiri. Vi har anvĂ€nt oss av ett fallstudieobjekt, livsstilsboendet Victoria Park, dĂ€r vi har gjort Ă„tta intervjuer.

Sweden is going through big changes within the bank sector. Increasing card usage, decrease of cash acceptance in the society, an attempt to reduce money laundering, and a possible increase in profitability has lead to the rescindment of cash management among three of the four major banks. This has lead to a big debate in the society, a lot of frustration from customers, and a drop in customer satisfaction for every bank that started the process of removing cash management. The purpose of this study is to find out how the banks could keep their customer satisfaction when removing cash management. When doing the study, the rescindment of cash was a deduction of a part of the service, compared to the normal adding or starting of a service. The study was done through a focus group that was the base of a questionnaire that got answered by 125 respondents.

The aim of this master?s thesis is to examine the virtual reference service Ask the Library [Bibblan svarar] from a postmodern perspective. Ask the Library is a Swedish online reference service that is run by the country?s public libraries. The postmodern theories of Jean-François Lyotard are used to study how information is managed and transmitted within the service.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

The travel agencies exist on a market that is distinguished by increasing competition. A majority of the travel agencies offer different services that all satisfie the same customer need. However,one major difference in the market aspect is the service quality, this making it an important mean of competition. There are several acknowledged methods of measurement when it comes to service quality and it is important to use an instrument that takes into consideration the fact that charter tours is a complex merger of several services. The purpose of this essay is to establish if the SERVQUAL method is a suitable instrument for measuring service quality in the travelindustry.