To be able to maintain an adequate ITservice for various users and needs,more municipalities are looking at thepossibility for mergers of local ITdepartments. One solution for mergingmultiple services/functions and creatingsynergy opportunities is called SharedService Center (SSC). The concept of SSCis that the administrative serviceitself becomes a core activity withinthe organization. The aim of this thesisis to provide municipalities who areconsidering a merging of their local ITdepartments with recommendations on howto design the Shared IT Service Center.Recommendations are outlined based on ananalysis of IT-management literature,reports and by conducting a study onthree ongoing collaborations.The conclusions drawn from the studysuggest guidelines for the design of aShared IT Service Center formunicipalities. These are as following:Create a vision associated with aspecific and structured target state.Identify needs for different targetgroups in municipalities and set acommon standard.Create a clear and practical model/SLAappearance of the cooperation andagreement.Ensure the individual municipalitiescommissioning skills in order to notlose it in the context of a common IToperation.Find an organization that is democraticfor member municipalities andfacilitates long-term partnership.Specify the operation and maintenance sothat it can be regulated and controlledEstablish a common help desk.Establish a common standard andconsolidated infrastructure before theintroduction of a common technology platform..

The postindustrial market increasingly demands service infused products to add more value to the customer in order to be competitive. Much research regarding digitalized services indicates that companies have to be innovative in order to compete on the market. However, companies within different industries face different challenges with digital service development. This study has been conducted because there are little known about the opportunities and the challenges different industries faces with a globalized market. Our research question is what the challenges are and what opportunities does strategic digital service development entails for companies.

Uppsatsen handlar om hur företag hanterar missnöjda kunder, vilket i teorin benämns service recovery. Uppsatsen behandlar ett företag som sedan mindre än ett år tillbaka är en sammanslagning av fyra olika varumärken. Syftet med uppsatsen är att kartlägga hur fallföretaget hanterar missnöjda kunder samt att undersöka möjligheter till förbättringar. Uppsatsen bygger på teorier om service recovery skrivna av Grönroos, Bowen, Hart, Spreng och Best. Avsikten med uppsatsen är att skriva en plan för hur företaget kan förbättra sitt hanterande av missnöjda kunder.

Customer service has traditionally consisted of telephone, mail, and later on chat.But the entry of social media has changed the way companies exercise customerservice. Companies should ask themselves whether the same type of traditionalcommunication may or may not function in a new channel and thus whether itcan be applied to social media.The purpose of this study is to describe the companies? use of customer servicein social media and how the communication differentiates from thecommunication in traditional customer service, and also to define the effect onthe customers? relationship to the company. To reach our conclusions we havecombined theoretical references with qualitative interviews.By our analysis, we found that the communication in social media expandsthe possibilities. By entering an unfamiliar channel, customer service has hadto adapt themselves and their language.

This thesis aims to study the impact of the transition from communism to democracy on the public libraries in Poland. The central areas of study are changes in: the organisation of the public library system, the role of the public library in society, the librarian's daily work and job situation and collection development. The thesis is based on qualitative interviews with public librarians, public library managers and researchers in Warsaw, Torun and Gdansk. The theoretical background consists of chapters outlining thoughts on democratic and communist library ideas and public libraries' responses to a changing society. The results show that the public library system has been affected by two major decentralisation reforms in Poland, leaving the libraries in the care of local governments.

The aim of this thesis is to investigate how libraries market themselves in social media and why they do it. I have studied a certain public library?s process of introducing social media into its marketing mix, the preparations for this process and the effects of these marketing methods.The theoretical framework for this thesis is based on relationship marketing, a theory which focuses on relationships, networks and interaction. My main method has been semi-structured interviews with a librarian at the relevant library, with the manager of the library and with the head of the municipality?s department of communication.The results of my studies show that marketing on social media is a positive and important thing for libraries.

This thesis is based on a case study of the City of Stockholm. The study aims to explore the effects on the city's large investments caused by the public reform. Furthermore, the question concerns the character of the impact and if it will affect what type of investments that will be prioritized. The theoretical background is based on Brunsson's ideas about political organizations shifting towards corporate nature, and Almqvist's interpretation of New Public Management (NPM). Moreover, models explaining public management reform, and the main components of corporate shifting, are used.

On the behalf of the European commission suggestions were made on how to increase the usage of public transportation in cities in Europe. A suggestion on how to make public transportation more popular was to use more emotions when marketing public transportation. However, according to theory emotional marketing is best suited for products that have a more hedonic character which public transportation does not usually have. The aim of this report was to investigate if emotional marketing could have a more positive effect on the attitude toward public transportation than less emotional marketing. Ads for the metro in Stockholm were made and it was tested to what degree they conveyed positive emotions.

Titel Livsstilsboenden - Processen kring att kombinera livsstil, service och boende Författare Elisa De Toro, Helene Tigerström & Liv Åström Handledare Cecilia Fredriksson & Örjan Hallgren Problem Det finns en stor mängd forskning inom områdena service, boende och livsstil. Dock ser vi att det saknas forskning kring hur dessa kan kombineras och hur processen kring detta ser ut. Syfte Syftet med denna rapport är att få en fördjupad förståelse kring utvecklingsprocessen för ett projektutvecklingsbolag inom boende, vilket vill skapa förutsättningar för att använda service som en del i ett boendekoncept kring en viss livsstil. Metod Vi har tillämpat en deduktiv samt kvalitativ metod för insamlandet av vår empiri. Vi har använt oss av ett fallstudieobjekt, livsstilsboendet Victoria Park, där vi har gjort åtta intervjuer.

An investigation of the remedies in the Swedish Public Procurement Law. The result of this investigation shows that the remedies are not satisfactory in upkeeping the Procurement Law. The swedish legislator has not fulfilled the demands of the European Councils Regulations in this area. This results in ineffective use of public funding as well as discriminating actions against private suppliers. I have found that some changes must take place in the legislation and that an electronic procurement procedure makes the legislation easier for both the public and the private parties to understand..

The main purpose of this Master?s thesis is to develop an understanding of why non-users do not use public libraries by studying their information and culture habits and their relationship to public libraries. One of the motivating factors behind this choice is the lack of earlier research on the subject, particularly qualitative research. The theoretical framework is stratified into three associated levels with Brenda Dervin?s sense-making theory on an individual level, Marianne Andersson?s and Dorte Skot-Hansen?s model of the roles of public libraries on an institutional level and Pierre Bourdieu?s theoretical apparatus on a social level.

New companies go public through Nasdaqs growth market First North constantly. The reasons for going public are many, and the interest at the moment is big. There are different ways to go public, the most common being the traditional IPO. This study is about the companies that have been listed on Nasdaq First North between 2008 and 2013 through traditional IPO, or by RTO (reverse takeover).The differences between these two ways of going public are that the IPOs are reviewed more thoroughly by Nasdaq and the market. This makes the study interesting, as the RTOs go public in a faster way, and avoid the review from outside parties largely.

Vid campus Skellefteå är två universitet verksamma, Luleå Tekniska Universitet och Umeå Universitet. Här studerar cirka 2600 studenter på fristående kurser och program däribland datorgrafik, nätverksteknik, sjuksköterskeprogrammet och socionomprogrammet. Enligt bibliotekslagens paragraf sex ska det vid varje högskola finnas ett högskolebibliotek. Campusbibiblioteket i Skellefteå kallas Skeribi och ligger på campusområdet.Syftet med min undersökning är att kartlägga studenternas användning av Skellefteås campusbibliotek. Undersökningen begränsas till att gälla studenterna vid fyra olika program; datorgrafik och nätverksteknik vid LTU Skellefteå samt sjuksköterskeprogrammet och socionomprogrammet vid UMU Skellefteå.

This bachelor thesis examines the library as a public sphere in the notion of Jürgen Habermas? theory from 1962. The questions asked concerns how the public sphere is discussed in relation to Swedish public libraries today in our late modern society. The analyzed material consists of the Swedish Cultural Bill of 2009 and five qualitative interviews with librarians. The material is analyzed with two of the four social actions presented by the sociologist Maw Weber: value-rational and instrumental.

When Swedish authorities are to purchase or rent something, public procurement is used as a means to an end. Authorities as well as suppliers are subjects to the fact that Swedish law regarding public procurement regulates the form of procurement in one set of particular regulations (LOU) and the form of contracts in another set of general regulations (AvtL). Suppliers and purchasing authorities close a contract regarding the subject of procurement and the law of public procurement regulates when such a contract can be closed, simultaneously the law of contracts regulates when parties are held to contracts and when contracts are to be rescinded. I investigate in this essay what these two types of regulations can result in for the contracting parties. As it is today agreements that have been entered into wrongfully still are valid, even if a court of law nullifies the procurement and sentences the purchasing authority to make a new public procurement.