Sedan 1980-talet har det skett en stor utveckling inom det informationstekniska området. Den teknologiska utvecklingen har inneburit stora förändringar inom flera olika områden i samhället. I takt med att teknologin har gått framåt har det också vuxit fram nya kommunikationssätt mellan företag och kund. Detta beror till stor del på internet och persondatorns inträde i folkhemmet som möjliggjort att vem som helst när som helst kan finna information och jämföra olika företags erbjudanden. Denna utveckling har ställt nya krav på företagen och företagens fokus har flyttas från att vara marknadsorienterade till att bli kundorienterade och relationsskapande.

The purpose of this study is to examine and explain why three Swedish public libraries failedin their ambition to act as information services for small and medium-sized firms (SMF). To support this purpose two major assumptions are made:1) Public libraries who plan to run this kind of "business" must act with the same means as "professional" services.2) The service must be adjusted to the information needs of the customer.Based on these assumptions sixteen factors which are crucial to the "success" for this kind of service are presented.Applied to the information services of Lidkoping, Sölvesborg and Västervik, these factors reveal a number of shortcomings and mistakes made by the libraries.To understand this result these information services are seen as parts of a traditional Swedish public "library-thought". It is shown that, fundamental ideas in the way the public libraries are defined, like the responsibility to act in a neutral and democratic way, also characterised the three information services.These ideas together with the opinion of SMF as a "rational" information-consumer resulted in information services who did not meet the information-needs and information-behaviour of SMF..

This thesis investigates how web agencys in Stockholm use, value and incoroprate the terms usability, user experience and interaction design in their work process. The purpose of this study is to investigate how creative professionals works with the notions of usability, user experience and interaction design with focus on the end user. Our definition of creative professionals is every employee at a web agency involved in the work process of developing digital artefacts in any capacity. We wanted to investigate how these notions are considered, consciously or unconsciously, during the workprocess. Semi-structured interviews were conducted at three different web agencys with eight different employees.

The aim of this paper has been to investigate how accounting firms govern their organizations with regards to the complexity in the service that they offer. The service includes the general accounting tasks which through standardization can be cost efficient, the advisory services that entail flexibility, and the relationship with the customer which needs to be taken into consideration when delivering the financial reports. These three components are important but require different approaches when it comes to governing the organization. The conducted case study has shown that the accounting firms govern their organizations bureaucratically and mainly through behaviour and accounting controls. The advisory services demanded by customers are standardized, not analytical, and therefore do not require the firms to take flexibility into consideration.

During the last 15 years the Swedish media market has developed a great deal, thanks to the rise of new media. Literature, articles and investigations have contributed to producing the chapter of background of this essay. How the local newspaper and its organization has changed over time is being accounted in this essay. From the newspaper being the only product on the market to now having a spread out product portfolio. By doing the qualitative interview with research representatives of six local newspapers the aimis to answer the following questions: Who were your competitors 15 years ago? Who are your competitiors today? In what way has the increased competition changed your way of working at the division of advertisement and how do you consider the the increase of mediachannels having affected the customer? How do you see the future? The main results show that all six representatives agree on the fact that the competition has increased during the last 15 years.

The purpose of this essay is to review Mundekulla, which is a small, relatively newly established Swedish company operating in the field of conferences. Today they are serving ecological and environmental friendly food to their customers and we choose to investigate if this is a successful concept by asking the customer?s opinions. Our task is to analyze and understand how this company can develop a stronger concept regarding their conference area. This essay will also focus on trends and how the ever changing world can affect Mundekulla in the future.

The essay discusses the effects that changes to the office plan have on organizational culture. Information about actual change as well as expected change in organizational culture was gathered before the empirical research was initiated. The empirical research was carried out at the Customer Logistics department at Ericsson through: an interview with a manager in charge of the relocation and design of the office, a manager for the specified department and also five employees of this department. The empirical studies show that there was a significant change in organizational culture and that results were not always as expected. There was a loss in symbolic actions, which needed to be compensated for, a perceived reduction in spontaneous communication, and a mixed response of perceived change in social interaction.

In order to become even more competitive, a partnering with other niche players is essential in achieving a competitive advantage and it enables opportunities for reintermediation. From an intermediate perspective, there are great possibilities for those who become content coordinators to enter the market. By becoming a bundler of services and products, the content coordinators will become the actors that will capture the most profit in the value web. The value creating drivers that have been identified in the business landscape of intermediates concern owning the content or owning the customer relationship. We find the possibilities of an intermediate actor, such as a content coordinator to achieve competitive advantage through strategic fit is subject to the context and the ability of creating more innovative and co-creative distribution systems.

Purpose: The purpose with our study is to accomplish a quantitative research of all municipalities in Sweden and see why they apply Balanced Scorecard. The study will also investigate the spread of Balanced Scorecard, even the benefits and how they use it. Method: In our study we have chosen a quantitative research. The study has been accomplished with a questionnaire survey which we sent to all of the Swedish municipalities. We have also done a literature study to get more knowledge about relevant theories. Finally we have compiled the questionnaire in Netigate and Excel, and analysed the result from the questionnaire. Results: Balanced Scorecard is well-known in the Swedish municipalities and 36 percent of the municipalities use this scorecard in whole or in parts of the organisation.

Quality Assurance in Service Procurement --- Total Quality and Total Quality Management refer to popular management philosophies in organizations these days. The purchasing department has an important part in the strive for organizational quality as several studies show corporate spend is significant and increasing. In this master thesis I study the actions companies take to ensure quality in service procurement. I argue that managing quality when sourcing services is particularly tricky, because of the special characteristics that belong to services. The purpose of the study is to examine whether different actions are taken to ensure the quality of different kinds of services.

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.

Background:The value a consumer connect with a certain brand and its design differ from person to person. This value ought to be investigated. Why does people buy expensive things when there are cheaper alternatives? Is it brand equity and/or the perception of a brand?s value that make a difference? People strive to show themselves and to perform through products, which makes it interesting to see to the perceived value of design.Tweens is a group of consumers that are easily influenced to consume products by their surrounding. To choose clothes, shoes and other products after what your surrounding?s demand, is a way of adapting yourself to society.

AbstractA general store is a grocery store that is located in the countryside. In today's modern society, it is difficult for general stores to compete with the supermarkets and discounters in terms of price and supply. The purpose of this thesis is to create an understanding of both the rural merchants and its customers? perspective on a well-­?functioning general store. We have conducted a case study of three general stores where we interviewed the merchants about how they do to please their customers? needs and identify key elements of a well-­?functioning general store.

As changes occur more frequently in IT- and software development, it is important for the companies to meet the demands and needs of its customer. The companies have to be able to adapt themselves continuously in order till fulfill its customers changing needs in an effective way, which results in big changes of the companies? structures. The more traditional way of working is often replaced with more alternative approaches as a response to the reputable deficiencies of its predecessors. As an effect of the rapid change and development some companies now see big potential in switching to more Agile and flexible methods and some companies have no choice but to change their way of working.

Mobil teknologi integreras idag i allt högre grad med centrala stödsystem. Studien har undersökt vilka möjligheter som finns för fältservicetekniker att arbeta direkt i stödsystem, Service Management System (SMS), m.h.a. nya tekniker. Hur kan en bra mobil arbetsplats utformas? En enkätundersökning har utförts där 14 personer som arbetar som fältservicetekniker eller som servicechefer har deltagit.