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..

AbstractEssay in political science, C-level, by Line Säll, spring semester 2007.Tutor: Susan Marton.?To do things by the rule of law -A study in the discretion of front-line bureaucrats?This essay has it´s starting-point in the theoretical problem of social science to unite democracy and bureaucracy. The purpose is to illustrate the problems with the discretion of front-line bureaucrats in a democratic state. The theoretical approach is front-line bureaucracy-theory. Certain characteristics of the work of street-level bureaucrats makes it impossible to severly reduce discretion.

Since the 2006 election, the debate surrounding the Swedish labour market policy has intensified. There has been a discussion about a need for change towards a more flexible labour market. An example of this is on the other side of the strait, in neighbouring Denmark. Their flexicurity model, ?the golden triangle?, is characterized by a flexible labour market, generous unemployment benefits and active labour market policies.

Syfte: Att undersöka SVT Barnkanalens anställdas syn på public service och hur de anser att de tillämpar denna syn i sitt arbete.Metod: Kvalitativ innehållsanalys, intervjuer samt observation.Material: Innehållsanalys av åtta dokument om public service, intervjuer med sex anställda på SVT Barnkanalen samt en observation på SVT i Malmö.Resultat: Resultatet av denna studie visar att alla de sex personer som vi varit i kontakt med har sin egen syn på begreppet public service och vad detta innebär i praktiken. Beroende på vad respondenten har för yrkesroll på SVT anges olika definitioner på vad som är det mest centrala kärnvärdet inom public service-television. Kanalcheferna tycks ha en mer övergripande syn på vad public service-uppdraget innebär för dess organisationer. Producenter, inköpare och programledare tycks dock ha en mer branschorienterad syn på uppdraget och har själva plockat ut relevanta komponenter som passar deras yrkesroll. Vi anser att ingen syn på public service-uppdraget är helt fullständig, men adderar vi alla medarbetares tolkningar anser vi att hela public service-uppdraget representeras..

Title: [Frontline bureaucrats discretion in the transition to Establishment Reform]This essay aims to study discretion among frontline bureaucrats as an important factor in the integration of immigrants. In contrast to other studies of discretion this essays has its focus on a new establishment reform that has been recently legislated. The theoretical frame is based on the concept of frontline bureaucracy developed by M. Lipsky (2010). In the analysis of the discretion in this specific area I have been inspired by I.

Med hjälp av filosofen John Rawls definition av rättvisa och David Beetham finner uppsatsen att dagens system med tv-licens dels skapar ett rättviseproblem och ett legitimitetsunderskott inom vissa grupper i samhället. Dessa grupper är vad Rawls skulle kategorisera som de sämst ställd. Rättviseproblemet uppstår p.g.a. det nuvarande systemet med en tvångsfinansierad avgift som inte tar hänsyn till människors inkomster. För att göra systemet rättvisare i Rawls mening finns det tre alternativ, 1) avskaffa public service, 2) finansiera public service via skattesedeln och 3) införa en frivillig avgift i den mening att de som använder public service är de som betalar..

The aim of this paper is to examine how dyslectic adults define the service quality at the public library of Gothenburg. The purpose is also to investigate what level of service quality the library provides and which responsibilities the library has towards the dyslectics. Answers are sought to the following questions: - How do dyslectics perceive the service quality at the public library of Gothenburg and is that service quality satisfactory? - What responsibilities does the public library of Gothenburg have towards the dyslectics according to cultural policy documents? In this paper six persons have been interviewed. Of these, four are adult dyslectics, one works with people with special demands and the last one is the chief librarian.

This is a study of an experimental project called ?Eget företagande ? egen försörjning?. The aim of this thesis is to explore if the course self-employment in Swedish for immigrants will become a permanent activity. The study is based on interviews with participants from the projects management team and the interviews has been analysed with methodological inspiration from Jonas Söderlunds project competence model. The focus lies in the participant?s perception of the project work and their thoughts about the permanent activity of self-employment in the future.

Foreign direct investment (FDI) is widely regarded as a significant catalyst for economic development especially in emerging and developing economies. While previous research has found different effects from foreign direct investments in different countries this study aims to explore the varying effects of FDI in Serbia and Montenegro. The study focuses on how FDI influences key economic indicators, specifically GDP per capita and employment rates, in the context of their aspirations to join the European Union (EU). Employing a comparative approach, the thesis examines the differing trajectories of Montenegro and Serbia in utilizing FDI for economic advancement. The research reveals that while Serbia shows significant positive correlation between FDI and both GDP per capita and employment rates, Montenegro displays no significant relationship in these aspects.

Due to the wide usage of different databases administrated by the Swedish government to keep control over its citizen?s the issue has arisen concerning if this information is subject for other purposes then originally acknowledged. Executives induced in recruitment for labour has over the years extended their need for information accumulated by these systems. Especially data from the criminal records registry are now being used as a normal step in the employment process among a vastly growing spectrum of enterprises and businesses all over the country. This thesis aims to illuminate the subject by grasp to what extent the described behaviour can be considered legally accepted according to the law or if these actions are inflicting with the foundational juridical principles that has to be ensured by the Swedish government due to our constitutional law.A strict jurisprudential method has been applied throughout the entire thesis to ensure the reliability of the results. The diversity of sources has gently been put together to assure the overall quality.

This essay illustrates the rules and procedures when it comes to inclusive labor markets. In Sweden we have a labor market program called entry-level jobs, which makes it easier for immigrants to get work since our public employment agency pay remuneration to the employers.In this essay I am answering the following questions:How does the work of our public employment agency and trade union looks like before, during and after an employee has gotten a subsidized employment called entry-level job, and in which way can this work be improved if necessary?How extensive do entry-level jobs contribute to increased integration and establishment on the labor market for newly arrived immigrants?How does the Swedish measure on entry-level jobs approach within the scope of European regulations about measures for inclusive labor market?To find answers to my questions I have used social science methodology and juridical method. I have performed document studies and interviews with concerned parts.The conclusion of above subordinated questions is that we need to extend the Swedish laws covering entry-level jobs so that the concerned parts know which assignments they will be responsible for when problems emerge on a workplace.When it comes to if entry-level jobs contribute to increase integration and establishment on the labor market it seems to be more important to integrate the immigrants quickly, and with which quality it is made does not seems to matter. The public employment agency has to emphasize the importance of Swedish language so that the employees can be independent from authorities in the future.

Purpose: The purpose of this thesis is to compare and analyze Malmö Aviation and Rica Talk Hotel's service culture. This is done by examining three themes, the organizations ways of working with training, motivation and empowerment of frontline employees.Method: The essay is a case study-based qualitative research which mainly focuses on semi-structured, qualitative interviews with various people within the two organizations.Theory: The theoretical framework considers theory within two sections. The first section, the organizations importance in service quality, focuses on service culture or service climate and different management strategies. Section two, the employees? importance in service quality, focuses on three themes: training, motivation and empowerment of frontline employeesResults: Both Malmö Aviation and Rica Talk Hotel are companies that put great emphasis on developing and maintaining a quality service culture within the organization.

Public Service är ett svårdefinierat begrepp. De gamla idealen handlar mycket om enmedieideologi som baseras på etermediernas möjligheter och begränsningar, vilket har skapatsvårigheter när Public Service har letat sig ut på Internet. Kritik från bland annatbranschorganisationen Tidningsutgivarna ifrågasätter Public Service-företagens breddning påwebben. De anser att gränserna för vad Public Service-företagen får och inte får göra äralltför otydliga.Med hjälp av fyra kvalitativa samtalsintervjuer (tre personer från Sveriges Television samt enfrån Tidningsutgivarna), och med kvalitativa textanalyser av statliga propositioner ochutredningar angående Public Service-uppdraget undersöks hur Public Service-uppdraget ochdess medieföretag påverkas av medieutvecklingen.I uppsatsen jämförs resultaten med Anna Maria Jönssons tankar kring Public Service och denmedieideologiska inriktningen ?Social ansvarsideologi?.

Purpose: The purpose of this thesis is to compare and analyze Malmö Aviation and Rica Talk Hotel's service culture. This is done by examining three themes, the organizations ways of working with training, motivation and empowerment of frontline employees.Method: The essay is a case study-based qualitative research which mainly focuses on semi-structured, qualitative interviews with various people within the two organizations.Theory: The theoretical framework considers theory within two sections. The first section, the organizations importance in service quality, focuses on service culture or service climate and different management strategies. Section two, the employees? importance in service quality, focuses on three themes: training, motivation and empowerment of frontline employeesResults: Both Malmö Aviation and Rica Talk Hotel are companies that put great emphasis on developing and maintaining a quality service culture within the organization.

Vi har tittat på hur det amerikanska konceptet Service-Learning används på en svensk skola, Pilevallskolan i Trelleborg, hur och varför man valt att arbeta med det. Vi jämför också LPO-94 med resultatet av vår undersökning för att se om det är motiverat att arbeta med denna metod. Värdegrunden och en tolkning av denna är också av viss signifikans..