The market for security is one filled with great opportunities. The security services companies are numerous and diverse, the Swedish market is dominated by two large companies: Securitas Bevakning AB and Falck Security AB. In this study we have focused on the bigger of the two, Securitas. This report describes and analysis the security service branch and its surroundings in an involved manner. The target group of the result is mainly people within the security branch.

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.

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.

Service Design is a relatively new, unexplored and exciting phenomenon that through an interdisciplinary work methodology designs services. A discussion has been going on for a long time regarding whether there is a difference between products and services. Services are often classified as immaterial, heterogeneous, non-storable and inseparable in relation to products. A question that arises is if something specific characterises the work methodology used regarding service design. The aim with this paper is thus to explain the work methodology when working with service design.

This master thesis concerns the subject of a reference service named Book-a-librarian. The service makes it possible for the library-user to indulge in a subject with the help of a librarian after having made an appointment in advance. The main purpose of this thesis is to study the function of it. The methods used are a mix of literature and empirical studies to be able to comprehend and explain the practical nature of the service as well as placing the service in a theoretical framework. The empirical study is performed by a questionnaire, where librarians working with the service are asked to participate.

We are in an emerging digital society where we are increasingly dependent on the mastery of IT and digital technologies to better carry out our everyday tasks. They cover everything from keeping in touch with family and friends to pay bills and declare. At the same time there are those who have not learned how to use the new technology and live their lives outside of the digital society. What happens to these people, in a society that is becoming increasingly digitized? Do they take harm by being in digital exclusion? It looks like this are issues that will not become less important as digital technology constantly changes.

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..

This report discusses how well the competences the master program in Information Technology, given by the Royal Institute of Technology, meet the demands from the business life. It is made qualitative and about 20 companies have taken part to get the results. The study has been made to see how well the three first years and the entire five year master, with different aiming, meets the demands. The results shows that the master program needs to be remodeled to meet the demands in the more ?softer competencies?, which for example is people management and an understanding about economical, juridical and cultural aspects.

The aim of this thesis is to study the effects of self-service on professional qualifications of library assistants in three public libraries in Sweden. The research questions are: - How do the library assistants experience that their professional qualifications have changed since self-service was introduced at the library? - Does the view on library assistants? professional qualifications and future differ between library managers and library assistants? - Does the view on library assistants? professional qualifications and future differ between the three different libraries? The method used is qualitative interviews with six library assistants and three head of libraries from three different public libraries. The theoretical framework for this study is constructed by theoretical ideas about professional qualifications and technology's impact on professionalism. The results indicate that the cognitive qualifications of library assistants have increased and social qualifications both increased and decreased.

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.

The purpose of this thesis is to examine the Swedish Plymouth brethren?s relation to contemporary technology. What types of technology are considered acceptable and where do they draw the line? Due to the brethren?s separation from the parts of the world they believe leads people away from God, such as the entertainment industry, immoralities etc., they reject use of television and radio. These two are viewed as uncontrolled types of technology since the user does not have control of its contents.

Service Design is a relatively new, unexplored and exciting phenomenon that through an interdisciplinary work methodology designs services. A discussion has been going on for a long time regarding whether there is a difference between products and services. Services are often classified as immaterial, heterogeneous, non-storable and inseparable in relation to products. A question that arises is if something specific characterises the work methodology used regarding service design. The aim with this paper is thus to explain the work methodology when working with service design.