Abstract This essay is written to answer the questions of why, how and against who Employees in the service sector use humour, charm and flirt in the interaction with their customers. The service management research is quite extensive, but despite this the research partly misses studies around why Employees tend to act in certain ways while interacting with their customers. To understand the reasons of why they act in these particular ways, we need to know which factors that can be crucial when it comes to the Employees? behaviour in these situations. By knowing the underlying reasons of using a special way to communicate with customers, it is much easier to achieve a clearer overview of the subject.

Our aim was to explore Employees' experiences of exposure to violence, threats of violence as well as their experiences of encountering victims of violence and to relate their experiences to Sense of coherence (SOC) and Maslach's burnout inventory (MBI).We sent out a questionnaire to Employees at three different workplaces. Our questionnaire included previously validated SOC and MBI questionnaires as well as six additional questions regarding violence. We sought to explore the relationships between experience of exposure to violence and encounters of victims of violence and SOC and MBI. We found that Employees with a higher level of SOC exposed to violence or threats felt a higher level of security. In encountering victims of violence we found that Employees with a lower level of SOC more frequently experienced indifference, fear and anger.

Aim: The aim of this essay is to study the communication strategy that the company SATS developed before taking over the company e2. The following questions are to be answered: - what was the planned communication strategy before taking over the company e2? - did SATS follow their original plan when implementing this strategy? ? Which strengths and weaknesses of the communication strategy can be identified based on opinions of the Employees?Material/Method: Together with literature and document studies, a qualitative method has been used and seven personal interviews have been conducted. One informant was selected due to professional position; the other six respondents were former Employees of the affected company e2.Main results: The main results from the study show that the company SATS did in fact follow their plan very accurately with only some minor changes such as an earlier started education program and exclusion of an initially planned evaluation activity. Communication about the takeover of e2 to Employees was quick and clear.

Leadership in organizations plays a crucial role in promoting employee motivation. Different leadership styles have been shown to affect motivation in various ways. The purpose of this report is to establish a deeper understanding of the relationship between different leadership styles and motivation according to Self-Determination Theory. The report also aims to highlight potential similarities and differences in the perceptions of leaders and Employees in various industries, regarding motivation as defined by Self-Determination Theory. Based on a case study, it includes interviews with eight leaders and eight Employees.

During the past decades the competition for skilful Employees has increased and companies and organizations compete to attract the right people. The Swedish municipalities and country councils need to recruit 420 000 new Employees before 2020, but have a limited budget to promote themselves as attractive employers. To find a solution, many of the municipalities have started to work with fundamental values to become more attractive employers and to inspire Employees to use word-of-mouth to recommend them. There are no empirical studies of how successful this strategy is, and the purpose of this thesis is to show if there are significant correlations between the fundamental values, the employer's attractiveness and word-of-mouth. The results of the study are based on a survey with 1996 answers from Employees in three different municipalities in Stockholm, Sweden.

Purpose: To examine if the management of the public sector organization Sida actively work with how to motivate their Employees. We also examine which factors of motivation dominate amongst the Employees.Method: A case study with a qualitative approach was conducted, using semi structured interviews and a survey to gather data. By connecting motivation theories with collected data, we analysed the results to find similarities, differences and relations between them.Theory: The study is based on motivation theories and other contributing research.Conclusions: The study shows that management actively work with how to motivate their Employees. But the Employees are not aware of how management work with motivation. The majority of the motivation factors are highly valued, but the dominating factors are personal growth, stimulating work assignments and the ability to know the results of their work..

This study is an institutional analysis of the firm both as it is theoretically conceptualized and how it takes shape and changes. The role of power relations between manage¬ment and Employees is especially examined with the aim of evaluating pos¬sible connections between the firm as an institution and power relations within it. Based on a comparison of two cases (two selected periods of the same organization) it asks ?How closely does each case match the conceptual characteristics of the firm??; ?What are the power relations between management and Employees in each case??; and finally ?What factors account for the resulting differences??. It is found that there is a negative correlation between employee power and proximity to the firm as a concept.

This study examines work relations on a real estate agency. My interest is to examine how real estate agents apprehend their work relations, and how a recession can affect these relations. Previous research shows that the occurrence of competition in groups decreases the motivation to cooperate. A different research illustrates that reward interdependence is important to performance, and that task interdependence drives observed cooperative behavior. The study contained six interviews with real estate agents working on commission.

Employers are becoming more and more aware of that the internal communication between Employees is the reason why organizations are being held alive and also what impact the office environment has on Employees work performances and their communication. The aim of our study was to gain an understanding of what significance an office's spatial design has for the communication between Employees and managers in the workplace. We have through qualitative interviews with managers and Employees from different business cases gotten a perception of their ways of communicating with each other. The results showed that Employees and leaders thought that they shared the same picture of what their communication was like in reality, how they thought their ways of marking their territory in the office was understood and respected and what their opinions and expectations of how the communication between them and their leaders should be like. These results were then analyzed in consideration with relevant theory and previous research in the disciplines of office environment and communication studies.The main conclusions that have been drawn from the analysis are that the work environment's design can be both positive and negative at the same time and that what should be focused on is the leaders' communication. The leaders and their Employees have to communicate more about their communication between them so thart misunderstandings can be avoided in the office environment - and therefore become more effective..

AbstractThe purpose of this essay is to investigate the priority rules in the event of termination due to redundancy, the rules functions according to the Swedish labour market and which other alternatives that exist besides the priority rules. The alternatives to the priority rules which are introduced in the essay are the Danish Flexicurity-model and a proposal from the Långtidsutredningen 2011. The rule of priority is a very controversial law at the Swedish labour market, which makes the essay also describing the criticism against the rules. The criticism that the essay presents claims that the rules of priority contribute to immobility effects for particularly older Employees. Further on the essay presents the criticism towards the rules, that they disadvantage young Employees on the labour market.  The essay investigates also what the researchers say about the criticism.The results that are presented in the essay points to the fact that the rules of priority contributes to the immobility effects of Employees but the rules can not be claimed to be the only reason.

This study explores Employees subjective experience of their employment relation before and during an outsourcing process and has its starting point in the concept of the psychological contract. Eight Employees, in the process of being outsourced, were interviewed. The focus was on ?the Employees? individual experiences and stories about the subjective and perceived employment relationship. Data were analyzed using basic qualitative analysis.

The study is based on a human science perspective in which we are interested in the school as a workplace for adults and work with personnel issues. The aim is to contribute with new knowledge about what conditions an employee considers important to carry out their work, and Employees' experiences of working in large personnel groups.We have made a case study in a Swedish local primary school for students in lower ages, with between 60-70 Employees. We conducted nine semi- structured interviews with a hand-picked selection of Employees from different occupational groups in the school. The study is empirical data -driven qualitative with abductive approach. To analyze the collected datamaterial, we have used the empirical data -driven thematic analysis.From the results of the study some aspects appear clearly; Employees need to be seen by his/her boss, importance of employee autonomy and employee experience of stress.

ABSTRACT The main purpose of IT security policies is to protect companies against intrusion and unwanted spread of information. Statistics show that IT related crimes tend to increase and because of that it is important, from the company?s side of view, to be well prepared. The IT security policy is an important part of that preparation. A lot of the crimes related to IT can be deduced indirectly to Employees at the companies where the crime takes place.

Marketers of today are confronted by the fact that it is increasingly difficult to gain the customer's attention, as they first have to break through the ad clutter. In a landscape where the general attitude towards advertising is negative, one way to successfully deliver the message to the customer involves communicating through personal impact. By using stimuli containing identical information with different senders, this thesis seeks to quantitatively explore whether brands can make use of the personal networks of its Employees, in their social media marketing strategy. The purpose of the study is to investigate if communication via the Employees could enhance traditional communication effects, such as buying intention and electronic WOM intention. Furthermore, the study aims to examine which role the employee should hold when communicating on behalf of the brand, and if the communication effects vary with the degree of product involvement.

Title: A study about conditions for leadership in knowledge-intensive firms.Authors: Cecilia Ekström and Niklas SandbergKeywords: Leadership, knowledge-intensive firm, hierarchies, followers.Background: Leadership is becoming one of our greatest social myths and is considered a total solution for many problems that occur in an organization. The view of leadership is usually from a top-down perspective, which contributes to an often underestimated view of the follower. Just as it is important to understand the leader's view of leadership, it is important to understand how Employees view the structure from which the leader derives its legitimacy. The existing conditions in knowledge-intensive firms, such as autonomy, place special demands on the formal leadership.Purpose: The purpose of this study takes an employee perspective, to understand what the conditions are for formal leadership in knowledge-intensive firms.Method: A qualitative research method was used and empirical material was collected through interviews with Employees in knowledge-intensive firms. The empirical material was analyzed by the respondents? mental images which were set against the theoretical framework of the thesis.Conclusions: The conditions for formal leadership in knowledge-intensive firms make it advantageous to have a leader with a withdrawn role.