Syftet är att undersöka mångfaldsproblematiken i ett public service företag genom att undersöka och utvärdera hur enheten NoS tar tillvara på sin mångfaldskompetens, det vill säga den djupa mångfalden. Vi har använt oss av en kvalitativ ansats, där vi har utgått från en fallundersökning på Nyhetsenheten (NoS) på Sveriges Television (SVT) i Stockholm, där vi använt oss av semistrukturerade intervjuer. Vi har utgått från traditionella mångfaldsteorier och använt oss av Cox´s förändrings modell med hjälp av ett intersektionellt perspektiv. Vår undersökning bygger på 14 intervjuer som vi har genomfört på NoS. Respondenterna består av redaktörer och mångfaldsanställda, samt sekundärdata som består av material från SVT.

Service Design is a relatively new, unexplored and exciting phenomenon that through an interdisciplinary work methodology designs services. A discussion has been going on for a long time regarding whether there is a difference between products and services. Services are often classified as immaterial, heterogeneous, non-storable and inseparable in relation to products. A question that arises is if something specific characterises the work methodology used regarding service design. The aim with this paper is thus to explain the work methodology when working with service design.

This paper contains a study where we apply cross media and storytelling into the design process of a practical commercial campaign. The purpose is to learn more and deeper by using cross media and the ideal of storytelling practical. We applied a qualitative method for research of the project to provide a high-quality empirical work. The result shows that by using well-structured story early in the design process you will easily succeed with your cross media design..

The purpose of this study is to analyze and evaluate the suitability of the three instruments SERVQUAL, SERVPERF and Zone of tolerance to measure service quality, from the respondents' perspective. This study has been carried out by a quantitative method in which respondents answered three questionnaires, which was based on the three instruments. The SERVQUAL instrument is a revised version based on criticism by Carman (1990). It is based on the five dimensions; reliability, responsiveness, assurance, empathy and tangibility, with 22 items in which each dimension is associated with a number of items. SERVPERF is the instrument most similar to SERVQUAL and is also composed of the same five dimensions.

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.

I denna studie har jag försökt få en ökad kunskap om hur biståndshandläggare upplever samt hur dessa hanterar makten i sina arbeten som myndighetsutövare. För att kunna uppnå mitt syfte har jag intervjuat fyra biståndshandläggare inom samma kommun som alla arbetar mot lagen om stöd och service till vissa funktionshindrade (LSS). Intervjumaterialet har jag analyserat utifrån Michel Foucaults relationella maktbegrepp. Det visade sig att informanterna inte reflekterade över makten utan fokuserar istället på den enskilde brukarens behov av diverse hjälpinsatser från kommunen..

This master thesis aims to examine how public libraries in Sweden are practically and ideologically equipped to deal with e-books, outside of the dominant distributor Elib. The study also aims to find out what?s required of the book market and the public libraries to make further progress in the question of e-books. In Sweden e-books are still representing only a small amount of all the library loans and an even smaller amount of the commercial book market.The methodological and theoretical ground for the thesis is Grounded Theory, and the survey is based on interviews with publishers, librarians and distributors.The conclusions of this thesis are that the public libraries lack resources to invest in e-books, and that they also lack in knowledge about the media and its readers. It also exposes that both internal and external collaboration efforts need to be further developed.

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.

The purpose of this thesis is to examine how social procurement can be a further development of public-private partnership. This is done with interviews and a case study of the social procurement Mitt Gröna Kvarter and its labor effort Boendebyggarna. The theoretical framework used in the thesis consists of public-private partnership and corporate social responsibility. It tries to answer the following questions:What does this social procurement mean by the concept of public-private partnership?What does this social procurement mean for the participants involved?How can social procurement be seen as a further development of public-private partnership?The thesis uses the theory development around the concepts of public-private partnership and corporate social responsibility and shows that social procurement does indeed have similarities to public-private partnership and could very well be a further development of it..

The purpose of this thesis is to examine and analyse which effects a service strategy has on the control system of an organisation. The thesis takes a service perspective, and it is assumed that a service strategy gains competitive advantage and that the goal of the service strategy is to increase the customers? satisfaction level. A qualitative in-depth case study was performed on a Swedish beauty company. The organisation?s vertical structure was examined, from central to local level.

The aim of this study is to describe and analyse the cooperation between the public employment service and the refugee reception in a medium-sized municipality in southern Sweden on basis of the establishment reform. The study examines how the collaborative process is regarded when it comes to implementation of the reform, and when it comes to the directives and resource allocation between the employment services and the refugee reception. The study also focuses on the deficiencies and the benefits that can be discerned with the establishment reform at local level.A qualitative data collection method has been used. It is semi-structured interviews with workers from the public employment service and the refugee reception. Information materials and evaluations that various authorities have made have also been investigated.The study concludes that it is important that the directives are clarified and that a new local and regional agreement will be established on paper.

The purpose of this essay is to find out what experiences three preschool teachers, two preschool directors and a social worker (BSc) from the social service have of reporting suspicion of child abuse done by preschools. What perceptions do these individuals have of each other, what experiences do they have regarding cooperation and how do they perceive their responsibilities regarding filing reports on suspicion of child abuse? This investigation is based on qualitative interviews with open ended questions on the basis of an interview guide. The theoretical approach of the essay lies in the phenomenology philosophy, which revolves around the individual?s experiences and perceptions of a phenomenon.

   Officially, Sweden has a very low level of corruption and in 2008 topped Transparency International?s list in terms of the perception of a lack of corruption. However, on closer examination it would appear that the Swedish public sector is not as clean as the Transparency International list suggests. What appears to be relatively common and quite widely accepted in Sweden, especially in local government, are conflict of interest situations in which public officials use their position to obtain advantages for themselves, their friends and their colleagues, in particular with respect to public procurement. According to the Swedish constitution, the public administration shall be governed by the principles on legality and objectivity. Grave violations of these principles are deemed illegal and contrary to the penal code provisions relating to bribery, public misconduct and breach of confidentiality.

The aim of this Master thesis is to make a survey of the public library staff-relations at work and discuss relationship marketing as it applies to public libraries. Relationship marketing involves the establishment, maintenance and development of users and other library-related relationships, including the relations among the library staff itself. Good relations among the library staff is a necessary condition for good relations with others. The focus of relationship marketing is at the user?s needs, wants and demands instead of the library collections and services.

The purpose of this master?s thesis is to study an electronic reference service from a user perspective. By qualitative interviews with eight students the thesis examines their information behaviour, why and when they use the service, the user?s experiences of the service and the communication with the librarian. The users have all used the Swedish electronic reference service Fråga biblioteket ? Forskningsbibliotek.