Vi ville se om kunderna har olika förväntningar på service beroende på vilken butik de handlar i och hur detta påverkar säjarnas och föetagets agerande. Studien visade att företagen har profilerat sig på två helt skilda sätt. Detta har gjort att kunderna förväntar sig olika nivå av service vilket också företagen förstått och därmed leverarar de den service kunderna efterfrågar..

This Bachelor thesis is a qualitative study of the public debate regarding the role of Public service in the media converged society today. The purpose of this thesis is to examine how the public debate, that is the Swedish Public service television and people with broad representative knowledge about Public service, motivates a change of the function of the Swedish Public service television.Our issues are: What does the public debate say about the function of Swedish Public  service television in our society today and how is a change motivated in this debate? How does the public debate look upon today´s media convergence and the fragmentation of the audience which, according to Denis McQuail, is a consequence of this?The method of this thesis is a qualitative analysis and we have analyzed ten opinion articles and Swedish Public service television magazine ?DittSvt?. The theoretical background was obtained from Henry Jenkins and Håkan Hvitfelts theories and thoughts about mediaconvergence. We have supplemented this with Denis McQuails theory regarding the fragmentation of the audience.In this thesis, we see that the public debate is a lot about diversity in Swedish Public service television programming and that the democratic base is still very important.

This paper is a thorough review of my internship, during which I designed infographics at Grafiskt Center, SVT, Stockholm. The purpose has been to find out what guidelines and policies SVT has regarding infographics while producing infographics in a professional environment. In addition, I present the daily routine at SVT and the tools used during the work process. Furthermore, the paper contains a reflection of my work effort during the internship as well as thoughts on how I adjusted to the guidelines in question. Finally, the essay treats some examples of infographics which I produced during my time at SVT..

Syfte: Syftet med denna studie är att utreda vilka företag som lämpar sig för en implementering av ett shared service center. Metod: Under arbetets gång har en abduktiv ansats använts där det varit en kontinuerlig interaktion mellan teori och empiri. Det har gjorts en kvalitativ studie av ett fallstudieföretag med hjälp av intervjuer, facklitteratur och vetenskapliga artiklar. Slutsatser: De företag som är mest lämpade för en etablering av ett shared service center bör vara:? Stora ? de måste kunna uppvisa stordriftsfördelar? Multinationella ? centraliseringen till shared service måste få märkbar effekt? Expansiva ? realisera besparing i personalkostnader ? Lågkostnadsstrateger ? syftet med ett shared service center passar företagets paradigm? Förändringsvilliga ? det är ett stort projekt som måste stödjas av organisationen.

Scania CV is one of the world's largest truck manufacturer. It is not only the directproduction of vehicles and methods that are important for Scania but also the servicemarket handling spare parts, repairs and workshops. The department Vehicle ServiceInformation construct standard times through work measurement for particularworks in the workshops. The software application STAM is used in the servicemarket to create and store standard times which then are exported to theworkshops' own systems.The purpose of this master thesis is to analyse and evaluate the internal workmeasurement system that includes standard times and the software STAM. Also,based on external analysis and benchmarking of other systems suggest appropriatefuture development within the area for Scania Vehicle Service Information.In order to perform the investigation, interviews and studies have been doneinternally at the departments that are involved in work measurement as well asexternally at Scania workshops.

The thesis is aiming to investigate what happens in the customer-service worker interaction when the service worker is wearing religious attributes. In order to operationalize this the Muslim head scarf, hijab, is chosen as stimuli. Reviewing previous research and theory in this field, it is clear that people have a preference for people that they perceive to be like themselves, this is referred to as homophily. Further on, the study investigates the ethnicity dimension of the service worker customer interaction. Theoretical areas of attractiveness and color are also investigated.

In this study we have examined the possible quality standards and methods for applications with service workshops in the forest industry. The purpose of the methods presented here was to start the work of standarardising the maintenance service in the industry and be of use for service providers in their quality effort.The methods we used to accomplish the study were interviews and field visits together with a comprehensive literature research. Our results are presented in the form of four solution proposals: a standard based on existing SIS standards for terminology and key indicators, checklists that are filled in by mechanics with customer participation, the construction of a instructions database, and the implementation of the method 5s.We believe our suggestions can help the service providers in the four problem areas that we have identified: long term strategy, documentation, recruitment of competent technicians, and standard procedures in their operations. These improvements will be beneficial for both the service provider and the customer..

Uppsatsen skrevs i samband med Konsumentverket och undersöker hurKarlstadsbuss använder sig av service recovery i sitt dagliga arbete.Service recovery innebär att så fort en kund upplevt något negativt i samband med ett företagsmöte så ska denne få återkoppling i form av en ursäkt, pengar tillbaka eller någon annan typ av förmån. Lyckas företaget ge kunden detta så fort som möjligt så förhindrar det att kunden får en negativ bild av företaget som den sprider vidare till personer i sin omgivning.För att få djupare kunskap i ämnet har tidigare teorier om klagomålshantering, service recovery och hur företag kan motivera sina anställda till att vara mer serviceinriktade studerats.Syftet med den här uppsatsen är att studera hur service recovery används i ett kollektivtrafikföretag och hur det tillämpas i hela organisationen.Först studerades teorier inom ämnet och sedan gjordes en empirisk undersökning, uppsatsen är med andra ord uppbyggd enligt den deduktiva strategin..

The hospitalization of childbirth and maternal care in Sweden is from an international perspective quite unique. It was implemented already in the beginning of the 20th century and fully mainstreamed by the 1960?s. This essay examines the professional discussions of midwives and doctors as depicted in their union?s membership papers, during the hospitalization period.

The aim of this study was to understand how the professional in social work handles the media scrutiny. When the media writes about social services there is seldom anything positive written about it, many social services organizations are instead heavily criticized and scrutinized by the media. When social services organizations are scrutinized by the media there is a crisis at work, and therefore should be handled as a crisis. Therefore, we describe how a crisis management might look like in an organization. The study is qualitative therefore we have interviewed four municipalities in Sweden that have been exposed by the media at a national level.

My aim is to examine the special form of interaction between users of the shut-in service and the responsible librarians. My purpose is to examine how mediating of literature can be pictured in correlation with shut-in services. How do librarians describe their experiences of the shut-in service? What roles of mediating can be perceived? How can interaction interpreted in the context of the shut-in service?The material was acquired by doing qualitative interviews of five librarians who works with shut-in service. This study is based on the theory of Åse Kristine Tveit.

This paper describes and develops a trade off model of optimal capital structure by Bradley et al. (1984). The model is then tested to examine how changes in corporate tax rates affect the optimal capital structure of firms. Based on theoretical implications of the model, four hypotheses are derived stating that firms? optimal debt-to-value ratio is (1) negatively related to financial distress costs, (2) negatively related to non-debt tax shields, (3) negatively related to firm volatility and (4) positively related to the corporate tax rate.

This paper is a thorough review of my internship, during which I designed infographics at Grafiskt Center, SVT, Stockholm. The purpose has been to find out what guidelines and policies SVT has regarding infographics while producing infographics in a professional environment. In addition, I present the daily routine at SVT and the tools used during the work process. Furthermore, the paper contains a reflection of my work effort during the internship as well as thoughts on how I adjusted to the guidelines in question. Finally, the essay treats some examples of infographics which I produced during my time at SVT..

The study aims to investigate Swedish fitness companies positioning and strategic choices when internationalising in the Scandinavian countries and what has influenced this choice. Furthermore, the corporate risk and what obstacles they encountered will be examined.The study was conducted as a qualitative study with a deductive approach. The results are based mainly on primary data from interviews, as well as secondary data.The fitness companies? choice of strategy in internationalisation depends largely on its concept and positioning. The main obstacles in the internationalisation process are lack of communication, language difficulties and regulations.

This Master's thesis aims to investigate librarians' identity construction through the study of their narratives about themselves and their lives. We want to understand in what way the education in Library- and Information science contributes to shape the students professional identity and how these identities then continue to be transformed when they enter their professional lives. We assert that this construction of identity takes place through socialisation. We start with the reference work because we think this is a central part of librarians' tasks. Our theoretical starting point is constructionism, we mean that professional identity is a social construction that continuously is formed and transformed.We interviewed six former students at Library- and Information science at Lund University.