Syfte: Identifiera vad befintliga företagskunder vill ha för service. Detta för att banken ska behålla och vårda sina kunder samt skapa konkurrensfördelar.Metod: För att komma fram till svaret på vår problemformulering använder vi oss av intervjuer, enkäter och företagsbesök. Informationen vi får fram ur dessa jämför vi sedan med våra teorier.Slutsats: Kristianstads Sparbank har i nuläget ett serviceutbud som stämmer väl överens med vad deras företagskunder efterfrågar. Banken har lyckats väl med sanningens ögonblick då företagen generellt ger höga medelbetyg på den service som banken erbjuder. De mest intressanta slutsatserna har vi kunnat dra utifrån kommentarerna på enkäten.

An increasing amount of companies and organizations are starting to implement the use of cloud computing in their business. This trend results in that software, which was previously sold and distributed to the customers whom then had to install the software on their own computers, now is being replaced with Software as a Service (SaaS). SaaS makes software available through the customers? browsers, which results in that the service providers only have to administer a single application. The process to migrate a distributed application to a service delivered as a SaaS lacks sufficient investigation; this paper will provide some guidelines for conducting such a pro- cess.

This thesis presents the question of a possible breakthrough for mobile payment solutions in Sweden. The way payments are made and the way cash is being used in the society is changing. To be accepted as an alternative method, if cash isn't king anymore, the new technology will have to acquire user acceptance. In this thesis a case study of Swish, a mobile payment solution for P2P-payments, is presented. The focus of the study is customer value and technology acceptance of the service.

The construction industry in Sweden has in the past 50 years had a low progress in efficiency. With a greater competition from construction firms from other countries, it is necessary to maintain the profit for Swedish construction firms. This is possible with a higher feedback of experience. This diploma work thesis examines how the two construction companies NCC and Skanska in Uppsala, Sweden handle experience feedback from previous projects and the extent to which the experience is spread and used in future projects. In this work, we examined directorial documents to see how employees shall work with feedback.

The aim of this study is to illuminate social worker?s perception of social class within the Swedish social service system. This study therefor examine if social class contributes to the production and reproduction of the client and what impact social class has on the interaction between client and social workers. The study was conducted with qualitative semi-structured interviews with social workers from three different departments of social service. The theoretical approach is Yeheskel Hasenfeld?s theory about moral practices in welfare organisations, Michael Lipsky and Roine Johansson?s theories about client construction and Pierre Bourdieu?s class theory.

The aim of this study was to explore and gain understanding of the situation between managers in different forms of human service organizations. I chose to use a qualitative method and conducted semi-structured interviews with five professional middle managers in the public sector. To accomplish my purpose, I worked on the basis of several questions. The questions dealt with the role of middle management and what it involves, how it is perceived and what the middle managers think of the specific requirements for them and their leadership in organizations that provide services relating to people.  As a result of the analysis I have used the theory of social roles that describes the meaning of the different roles and role conflicts that arise in connection with various and conflicting expectations. The review of the results shows that middle managers in human service organizations experience to have to deal with a complex leadership role.

The main aim of this master thesis was to see the process of an interactive online reference service from idea to final product. The reference service we have studied is developed and used by the Library of the National Institute for Working Life in Stockholm, Sweden and goes by the name phibi. Our goal was to review the whole realization process from the reasons why a service like this was created, how the service was introduced and implemented inside the organisation and finally what the result and consequences were for both the library staff and for the users of the service. Phibi is designed to be a tool that fosters communication between the library staff and the remote users where the users get the opportunity to be helped with their questions by the library staff although they are not physically present in the library. To understand the process we conducted a case study with 11 interviews of the library staff, the superior and the initiator to phibi.

The use of group contribution between consolidated firms is a common phenomenon in Sweden where taxation is not based on the return on the consolidated level but on the return on the individual firms. However, the process of handling the group contribution does not work without problems. This thesis analyzes three main issues where group contributions oppose the Swedish Companies Act. ? The Swedish Companies Act enacts the decision regarding group contributions to be made at a shareholder?s meeting.

This thesis seeks to investigate how Swedish first class hotels by use of IT can improve customer service and thereby increase the share of loyal guests. The authors have conducted a qualitative study predominantly consisting of an interview-based case study at one of Stockholm?s largest independent hotels. To get a broader and more generalized picture of the hotel industry four smaller studies at other hotels in Stockholm were also conducted. The findings suggest that the use of IT can improve the communication between the hotel and its guests and make possible a continuing relationship between visits that strengthens guest commitment.

There is no standardized test to control the appropriate physical ability in the Swedish ambulance service. The county in question does not perform annual physical tests. A project has been going to develop science-based physical tests, designed for the ambulance service. The research has resulted in the Aasa-test.Objective: The aims of this study were to examine the ambulance staff perception of the Aasa-test relevance, introduction of annual tests and the importance of their own physical training in relation to ambulance work.Method: A quasi-experimental study with a comparative design has been conducted. Aasa-tests were conducted in 41 randomly selected staff at an ambulance station in central Sweden.

Discharge of inadequately treated waste water containing nutrients such as phosphorus and nitrogen as well as organic matter and bacteria is associated with a risk of eutrophication and contamination. The Swedish government has decided upon several Environmental Quality Objectives aiming to reduce the emissions of nutrients to water bodies.In Sweden, there are between 675 000 to 1 000 000 on-site sewage systems. Recent studies have shown that the function of small sewage treatment plants is in many cases insufficient. To prevent this regular service and supervision by a professional is needed. The focus of this study are small sewage treatment plants which use a technique where mechanical, chemical and/or biological reduction of pollutants is being used in the same facility to reduce nutrients in household wastewater.The aim of the study is to investigate how different municipalities ensure that small sewage treatment plants fulfill the requirements and reduce pollutants as efficient as the manufacturers claim.

Background: Enterprises often refer to their employees as ?Our most valuable assets? in annual reports and other written statements. In reality, employees are seen as an expense rather than an asset in annual reports and the voluntary disclosure is often insufficient. Human capital disclosure has been discussed through decades and the latest topic in voluntary disclosure is called integrated reporting. Knowledge firms should disclose more about their employees than industrial companies due to the fact that the employees are a considerably more important asset to these types of enterprises.Purpose: The purpose of this thesis is to study the disclosure of human capital, compare the disclosures between knowledge firms and industrial companies, and study the development of the human capital disclosures between the years 2003-2013.

The purpose of this study is to analyze and evaluate the suitability of the three instruments SERVQUAL, SERVPERF and Zone of tolerance to measure service quality, from the respondents' perspective. This study has been carried out by a quantitative method in which respondents answered three questionnaires, which was based on the three instruments. The SERVQUAL instrument is a revised version based on criticism by Carman (1990). It is based on the five dimensions; reliability, responsiveness, assurance, empathy and tangibility, with 22 items in which each dimension is associated with a number of items. SERVPERF is the instrument most similar to SERVQUAL and is also composed of the same five dimensions.

Införande av en HR Shared Service-organisation syftar till att omfördela HR-funktionens personalarbete och separera det administrativa personalarbetet från det strategiska. Med hjälp av ny teknologi kan HR administration flyttas över till HR/IT-system och HR-arbetet kan i större utsträckning ske via självservice som hanteras av ledare och medarbetare i organisationen. Den senaste tidens forskning kring HR Shared Service och det nya sättet att leverara HR-service visar att gamla sampels- och handlingsmönster fortfarande lever kvar mellan ledare och HR-medarbetare. Uppsatsens syfte är att undersöka hur HR Shared Service har införts på ett Telekom företag och vilka konsekvenser det fått för ledarna på företaget.Den empiriska undersökningen har genomförts med en kvalitativ metod i form av 11 intervjuer med ledare och projektdeltagare för införandet av HR Shared Service-organisationen. Tre deltagande observationer genomfördes med avseende på hur ledare söker information på HR-portalerna.

The aim of this Masters thesis is to identify discourses within the school library field and to analyse which professional identities the discourses result in for school librarians. The empirical data consist of 71 articles from Swedish journals concerning school libraries and school librarians, between the years 2000-2003. The theory and method used is a discourse analysis which is inspired by Ernesto Laclau and Chantal Mouffe. This form of discourse analysis was chosen since it was useful when identity was the focus of study. The analysis is accomplished in three steps.