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..

The purpose of this study is to describe and analyzes how the bookmobile librarians approach to purchase and selection and the range of views that may exist. The study is based on a qualitative method using a document study and three interviews included. The document study looking closely at public libraries library plans in Vastra Gotalands county. The qualitative interviews gets a closer look at librarians´approach regarding the purchase and selection and also if there are any similarities or differences between mobile library activities versus the main library.The theoretical framework is based on Sanna Taljas study where she has identified three different perspectives on the library´s music department. These are categorized as the interpretative repertoires and involves three categories of approach to quality.

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..

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..

Smartmobilens användande har successivt ökat och blivit en central del i vår vardag. I och med detta har antalet olika applikationer ökat och numera finns det en mängd olika typer av applikationer som tillfredsställer användarens behov. I den här studien har vi därför försökt ta reda på om träningsapplikationer har förmågan att motivera användaren vid träning. Vi har observerat fem kvinnor och tre män, med varierande erfarenheter av träningsapplikationer, som har deltagit i en fyra veckor lång studie bestående av två faser. Under Fas 1 har respondenterna laddat ned två valfria träningsapplikationer som de testat och under Fas 2 har de använt en specifik applikation.

Användningen av mobila system ökar idag. I takt med att användningen ökar ställshögre krav på god usability. Nästan 50 % av defekterna i programvaror kan härröras tillusability?problem. Denna uppsats behandlar unika begränsningar och möjligheter hosmobila geografiska informationssystem, GIS, utifrån ett usability?perspektiv.

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.

Today bonuscards are used widely to encourage customers to return for more purchases. Many of those bonuscards are today made of paper which is negative for the environment and since they are not very valuable they are also easy to misplace. The mobile version of these cards most often needs an active download and/or other processes before use and are therefore not so easy to use spontaneous. This project aims to make it easier to handle these bonuscards with today?s smartphones and solve the given problems.

This essay is a study of the market strategies and situations in the telephone business. Our problem was to examine the telecom companies´ strategies to stay competitive and cope with the new VoIP technology. We chose to do a qualitative study and four telephone interviews were made with Swedish and Dutch companies. We investigated three different categories of companies in the market; industry leaders, cable companies and broadband companies to get a broad view of the market. The theory chapter is based on different strategies that companies have to or can apply to get ahead, stay or survive in a hypercompetition.

The environmental demands are increasing when it comes to product development. EcoDesign isabout minimizing the environmental impact of a product, considering the entire life cycle of it,without compromising other qualities like function or cost. In this master of science thesis amobile phone has been analysed with Ten Golden Rules in EcoDesign regarding production, useand End of Life. Also a functional and an environmental profile were made. The goal was tomake a new concept phone, based on the previous analysis, which communicates userfriendlinessand sustainable development.

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.

Lansen Technology develops and sells alarm systems. The communication between the system devices are wireless. The radio protocol used by the system is developed by Lansen with the purpose to be energy efficient. The alarm systems target groups are individuals, businesses and government agencies. The current system is installed, configured and controlled from a control panel for all audiences.

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..