This study focuses on the transfer between a product-oriented to a service-oriented perspective regarding marketing activities in companies due to the development of information technology. It illustrates how this very transfer has been, and can be, contemplated through the eyes of organizations working with marketing in a digital world on a daily basis. Technology has turned several industries - their price-setting, communication channels and supplying possiblities - upside-down. This turnpoint brings out a new way of observing and working with marketing. Therefore, we find it interesting to gain a better understanding of how actors within industries where the turnpoint is a fact observes marketing, and how this service perspective can be seen in their various organizations and daily.

The purpose of this master thesis is to investigate the differences between the traditional way of conducting a reference interview and the electronic way. The main questions of this thesis are: How does the electronic reference interview appear in comparison to the traditional one? How do the librarians experience the differences? Is quality affected in the electronic reference interview? Examples from Fråga biblioteket Ask the Library have been used in this study. The method used in the investigation is based on qualitative interviews in combination with studies of relevant and recent literature. The librarians interviewed all have experience from both traditional and electronic reference work.

I traditionella butiker kan kunden välja att ta kontakt med en försäljare för att få information om produkter eller tjänster. Försäljaren kan tipsa om lösningar efter kundens behov, även visa upp hur produkten fungerar och kunden kan själv välja vilken fråga han eller hon vill ha svar på. Den här mänskliga realtidskontakten kan i många fall vara värdefull och förtroendegivande för kunden. Vi antar att mervärden skapas för kunden när denne kan mötas ansikte mot ansikte och samtala med försäljare i en webbutik. För att se vilka dessa mervärden kunde vara, designade vi en prototyp för videosamtal.

Traditional product features such as price, quality and supply service have been extended and nowadays includes environmental aspects as well. It raises new and increasing demands on haulier companies. The transport sector is responsible for a large part of the pollutants causing today?s environmental problems. The business is being closely monitored and to operate environmental friendly is seen as one of the most important elements for the industry?s future development.

Med den växande internet- och mobilmarknaden harpublic service bolagen inom media följt publiken till att erbjuda sina tjänster via både internet och mobil. För Sveriges Radio har de snabbt växande marknaderna inneburit en problematik för ekonomi- och verksamhetsstyrningen. Problematiken härrör i produktivitetsmåttet, som tidigare tagit hänsyn till sändningstimmar. I och med att Sveriges Radio utöver radiosändningar idag erbjuder tjänster på internet och mobil är det svårt att beräkna företagets totala produktivitet på ett tillfredställande sätt. Syftet med denna uppsats är därför att utreda den problematik som finns med att mäta produktivitet i public service sammanhang och att formulera nya mått för att mäta produktivitet i den internetbaserade verksamheten.

The purpose of this master?s thesis is to examine what needs and expectations the patrons have on the local public library services for adult students. With increased knowledge of these matters the library will be able to support and improve the service for users. The focus is on adult students with immigrant background who study Swedish as second language in a municipal adult education school. The main questions are: How do adult students use the library at present? What do they consider to be most important when using the public library for their studies? How do these expectations correspond to their experience of the library services? Two focusgroups and one in-depth interview were carried out.

Utöver de varor en modebutik erbjuder kunden är personlig service en viktig del av erbjudandet. En ökad konkurrens mellan företag kräver att de utvecklar sig inom personlig service för att kunna skilja sig från konkurrenterna. Butikens personal bör ha rätt kompetens och vara säljinriktade för att klara av uppgiften att svara på kundens förväntningar gällande personlig service. Genom att fokusera på att leverera rätt servicekvalitet i kundens köpprocess kan lojala kunder skapas. Det är viktigt att all personal är medvetna om företagets servicepolicy då det är en grund för att kunna upprätthålla och utveckla en god servicekvalitet.

The purpose of this Master thesis is to compare the perception and significance of reference work in two countries, Sweden and Germany. This will be achieved by means of a literature review of previous research literature and public documents and a content analysis of articles from two library journals.A first step was to examine the historical development of reference work in the selected countries. In connection with this there proved to be distinct phases in the discussion regarding reference work. These phases with their specific discourses, themes and emphases reflected and thus later were confirmed in the second part of the study.The results show that despite some similarities there are also quite a few differences in how reference work is perceived in both countries. For Sweden, the idea of reference work was introduced relatively early.

Denna studie visar hur valet av metod och värderarens antagande påverkar värderingen avbyggrätter. Inledningsvis studeras ett antal faktiska värderingar med avseende på användametoder och antaganden. Vi finner att fastighetsvärderarna i regel använder ortsprismetodenvid värdering av byggrätter, som komplement används ibland en kalkylbaserad metod. Detvisas att fastighetsvärderarens antaganden om framtida bebyggelse i hög grad påverkarvärderingen. I mindre utsträckning påverkar valet av värderingsmodell..

In the haulage business customers are constantly requesting new features. Hence thedevelopment department must constantly update their system which ultimatelyresults in a variety of versions of the system. The large number of versions creates acomplexity which often reduces product quality and extends the developmentlifecycle time.The work on the following thesis has taken place at Scania?s Fleet Managementdepartment, which develops tools for hauliers to track their vehicle fleet in real time.The purpose of this thesis was to examine how Scania can handle an increasedamount of versions of the Fleet Management System which Scania expect will be seenin the future. The investigation was conducted by preparing a number of differentscenarios that formed the basis for a discussion of what these different scenarioswould mean for different parts of Scania?s business.

The purpose of this study was to examine guidance activities in an employment office and to explain the significance these activities have for the job seekers' way towards an occupation. The method used was literature studies and qualitative interviews with respondents in three categories: a manager, two workingmediators and three job seekers, all at the same employment service office. The results that emerged was that there are different kinds of guidance in the employment service, both in the narrow sense and broad sense. The different categories of respondents describe and define the guidance activities in different ways and have different descriptions of how these activities can help job seekers into employment. The conclusions drawn where that the manager sees everything on the employment service as guidance, workingmediators differ in their roles as advisers and counselors.

Sweden's drinking water quality is considered to be high partly due to a high quality of the raw water and a well developed sewage infrastructure. Despite this, there is water contamination that could be prevented by installation of a sophisticated early warning system. Some of the major players in the production of drinking water have already invested in different types of early warning systems to ensure drinking water of high quality. There are various forms of early warning systems where automatic monitoring of E. Coli is an interesting alternative.

During year 2007 ClaraHälsan Ltd bought the company health service Solstahälsan in Karlstad. The wide merger of the two health services the problems arose around the employees? employment agreements when certain parts of the agreement differ. At a transition of a company, in this case a health service, the rights and obligations for the employees will pass on to the new employer according to directive 2001/23/EG who came in force in the swedish legal system in year 1995. The former employer is only responsible vis-à-vis the employees ?for economic obligations related to the time before the transition, the code of protection of employment 6 b §.

The purpose of this study is to examine how employees in an organization using flexible work practices, experience that passive face time influences the evaluated of them. Further, the study aims to understand to what extent that perception of passive face time motivates the employees to spend more time at the office than is necessary for their work situations. The study concludes that employees in general perceive that passive face time does influence how they are evaluated and that this perception motivates employees that are relatively newly employed by the company to spend more time at office..

Our purpose with this paper has been to analyse and discuss how motivation of the personnel affects the service quality in service companies. This has been done through two studies; a literature study with existing theories and an empirical study on the divisions of Lyckohjul and Shopping at Liseberg. In the introduction of this paper we put the question of research; why is there a need for work of motivation in service companies. When collecting information we used literature briefing, a questionnaire study and depth interviews. The literature briefing focused on the well-tried and most dominating theories on the subject motivation.