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 Kämp 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..

Abstract:The purpose of this study is to get increased knowledge of how teachers motivate and teach youth about existential questions at junior highchool. My issue for this composition is to find out how ? and how much ? teachers in fact teach about existential questions in the religious education.I interviewed four teachers at junior highschool, with various experiences. One teacher had about thirty years of experience in teaching, and one teacher was quite young and unexperienced.The result indicates that the youth were interested in a lot of existential questions. The study also indicates the teachers view of youth?s identity-work and their existential questions.The resultat is compared with studies of Dahlin, Hartman and Sjödin..

The purpose of this study is tounderstand the approach that the staff who works in the aftercare for juvenileoffenders have to the organizational structure in the organization they workin. SiS is the authority which is taking care of the juvenile offenders if theybeen sentence to closed youth institutional care, when they are done it is thesocial service were the adolescent live which is responsible for the aftercare.This is decided by the law since 1999, if a young person between 15 and 17commit a serious crime, they can be sentenced to closed youth institutionalcare. The interest for this study was the aftercare and what possibleparticipant was involved in the aftercare for this young people. By looking upearlier research in the area and doing six different interviews with bothsocial workers, staff on the SiS-institution and an organization for ex convictthe purpose was examines. To analyze the interviews the theory called newinstitutionalism was used.

Youth unemployement in Sweden is at an all-time high, a fifth of all university and college students live in poverty and the number of young on welfare is increasing. This study attempts to answer the question of how youth deprivation has been made possible as a consequence of political action, focusing on youth unemployment.I critically examine the role of the Swedish government, the Swedish Labour Organisation (LO), and the various government departments through text analysis, in order to answer the question of how the current discourse on youth position in the labor market. Because youth unemployment is not an isolated phenomena the analysis covers several policy areas, such as education policy, labor market regulation and housing policy. I use discourse theories drawn from Laclau and Mouffe to expose how language is used as an instrument of political power.I conclude that the current situation is a result of policy choices where the young have fallen behind due to lack of political organization. Their situation is not problematized to the required degree and is often explained on an individual level rather than on a structural level..

The aim of this study was to examine the view that officials involved in youth unemployment have on the significance of collaboration between organizations working with unemployed youth. The study was based on nine qualitative interviews with officials from PES offices and from municipalities such as job coaches. The results were analyzed based on qualitative content analysis. The analysis led to two different themes: conditions and the individual. In the analysis two different theories were used, new institutionalism and Lipsky's theory about street-level bureaucrats.

AbstractWorking with child and youth welfare is one of the most difficult challenges a social worker might face in the field of social work. Those who work with child and youth welfare are more exposed to stress and burnout than other comparable human service occupations. Research links the prevalence of stress and burnout to several key variables, such as demographics, working conditions and personality factors. In contrast, even though social workers in this field face many negative work-related problems they report a high job satisfaction. The aim of this study is to examine how uplifting and straining experiences affect social workers, who work with child and youth welfare, through the use of The Critical Incident Technique and interviews.

Abstract: When playing in teams, communication is important, not just communication with words but also non-verbal communication such as gestures and body languish. The purpose with this study is to see how there is a co-op among communicating players , between leaders and players and to examine what meaning communication and culture got  in a youth team. The ambition with this study was to increase our knowledge about communication and communicationculture in the youth floorball team. This study is qualitative and was inspired by an ethnographical method so we got the information from observations of a youth floorball team, totally we made four observations. The result were analyzed and categorized from our observation papers.

Sweden has had statutory audit, which also includes a management audit, for all companies since 1988. A legislative proposal now suggests that the statutory audit shall be abolished for all small and medium sized companies starting on July 1, 2010. The aim for this master?s thesis is therefore to study how the service of auditing will be affected by the legislative proposal. To answer the research question the authors have taken on a qualitative approach and fifteen interviews with representatives for different Swedish auditing firms have been completed.

The purpose of the study was, with initial position from two particular youth homes, to survey the staff?s experiences regarding different youth cultures that might occur at the institutions and how they react to them. The question formulations were as follows: What kind of youth cultures might occur at the institution and how are they being expressed, according to some of the staff members? How do the same staff members, individually, see their role and prospect to influence the type of youth culture that is developing on the institution? Earlier research in the field were used as theoretical starting positions as well as the concepts of ?looking-glass self?, ?the generalized other? and ?the overtaking of roles? in the symbolic-interactionism. Qualitative research interviews were carried through with three of the employees at the two youth homes and the results of the study evinced that both positive and negative youth cul-tures develops at both of the institutions, concluding the fact that youths affect each other both ways.

The purpose of this paper was to examine how youths, age 18-20, experience the verdict to the probation service and how it affects their lives. We have examined the relation between youths and the probation service from a youth perspective, what kind of support and intervention they receive and how their surroundings react and respond on the verdict. Our research was based on a qualitative method consisting of individual interviews with eight youths and one interview with a social worker from the probation service. We have used Urie Bronfenbrenner's "the Ecology of Human Development" as our main theory and the conceptions labeling, participation and the key terms adversity and protective environment to analyse and comprehend the material. We found that all eight youths were satisfied with the probation service and the help they had received.

The aim of this paper is to examine the youth library PUNKTmedis' work methods to adapt itself to the youth. Improved communication with this user group is the starting point for the new work methods. We have chosen to view the increased cooperation between the library and the youth as an adjustment to market demands. We have noticed the possible existence of an antagonism between on the one hand the traditional role of the public library of adult education and on the other hand an adjustment to the market demands. Adult education and the adjustment to market demands is seen as contributing to the image of PUNKTmedis.

Service branding is a subject that has been excluded from the traditional branding theory. Our main purpose with this paper is to distinguish what characterizes service branding. To do this, we have looked in to both service marketing theory as well as branding theory. We have also looked at the existing theory concerning service branding. Six qualitative interviews have been performed to explain what characterizes service branding.

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 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.

Sweden has for years been struggling with high youth unemployment. The problem is also a hot topic of discussion among experts and politicians, often leading to different proposals to solve the problem. The government chose in 2006 to do something about youth unemployment by lowering payroll taxes for employees up to 25 years. But many experts and studies show that the effects failed to materialize.This study will try to find out if the government subsidies have given any effect on the youth unenployment either by new jobs created or by movement in the labor force. I will use a regression model with an dependent, "difference in difference" variable where the change in the number of employed young people are compared to the change in the number of employed in the subsequent age group.The results show that subsidies are not given any positive effect on the youth employment rate in relation to the subsequent age group..