Service quality occurs in service encounters where both customers and employees come together in an interaction. It is therefore important that the staff give their best because the interaction usually takes place in real time, which is referred to as the moment of truth.The aim of this study was to find out how luxury hotels are working to ensure good service quality, and how the staff are motivated to deliver this service. We wanted to examine this from a management perspective, and an employee perspective. Information was gathered through various interviews, where the staff at the Hotel Kämp in Helsinki and at the Sheraton Hotel Stockholm participated.Survey results show that employee motivation, training and empowerment have a significant impact to provide service in high quality. The results also show that the surveyed hotel, to certain level work in the same way, but it reveals some differences even when both hotels are part of the same concern..

The purpose with this thesis is to investigate how a number of municipalities in Stockholm County proceed when they allocate land and establish land allocation agreements for exploitation, and to investigate how a number of municipalities define land allocations and land allocation agreements on the occasion of public land sales. The aim of this thesis is to describe the allocation methods a municipally uses when they offer land for sale and to give an insight regarding which correlation different land allocation agreements have in different municipalities.Methods used are: (1) a literature review where the underlying theory for land allocations and land allocation agreements have been studied; (2) a questionnaire have been done to complement the literature review and to provide a picture of how a number of different municipalities in Stockholm County use and apply land allocations; (3) an agreement audit have been done to see the extent to which different agreement terms exists.Responses from the questionnaire, together with the definitions form different municipality?s land allocation policies and the literature review, resulted in a definition of a land allocation and a land allocation agreement. The agreement audit shows that agreement terms regarding: price or price indication, location, cost-sharing and planning costs are the most common agreement terms within the municipalities we have investigated.The study suggests that there is some confusion regarding land allocation agreements and the meaning of these, that became apparent when agreements where gathered, despite a careful explanation that it was land allocation agreements we requested, we still got exploitation agreements and purchase agreements. Therefore, we consider it necessary with an official definition of a land allocation agreement well anchored in the Planning and Building Act together with the rules of development agreements or other legislation.That there is a lack of research within the subject becomes evident when reports, essays, and other literature generally refers so the same sources.Keywords: land allocation, land allocation agreement and public land sales.

The aim of this essey was to find out what kind of help problem gamblers can get at social service offices in the region Västra Götaland in Sweden. We also examined the knowledge regarding gambling problems at social sevice offices and who the head of the social service offices regarded having the responsibility for the question of helping problem gamblers. As a last question we wanted to know if the size of the population in the community had an impact on these questions. Central questions in our essey asked are:How much help does the social service offices in the region Väsra Götaland offer problem gamblers? Who has the responsabilety to help problem gamblers according to social service offices?What knowledge does the social service offices have concerning problem gambling?Does the population of the community have an impact on theese questions?This is a quantitative study made as a webbservey to the head of the social service offices in the region Västra Götaland.

Title: A hosting service for software development projects that use the Git revision control system. To learn using tools to make software development more effective should be self-evident at a high level institution as the competitive industry races on. The absence of directives for programming students in Sweden to use source code management (SCM) was the basis for this report. The report describing the developing of a hosting service for software development to use SCM of Git, which includes a web application, storage, API and authentication of students. The project resulted in a hosting service and a smaller survey of how the today Swedish students using habits of SCM during their studies..

The aim of this Masters thesis is to examine how disabled people who receive the shut-in-service in one community define service quality. The purpose is also to examine the shut-in-service and to look at the users' context. Answers are sought to the following questions: - How do users experience the service quality of the shut-in-service? - What kind of service does the shut-in-service offer to the user? - How can the user be described and which are his/her requests? The analysis is based on theory about service quality by Christian Grönroos. The theory makes a distinction between two kinds of service quality, technical vs functional quality, as experienced by the user through the profile of the organization.

This master thesis deals with the problem of integrated libraries. The number of integrated public and school libraries has significantly increased over time. These libraries are integrated for different reasons, most often because of economic considerations. The goal of the thesis is to investigate librarians´ understanding and perceptions of the professional role in this type of integrated libraries. I have investigated how librarians see and interpret their own professional role, and what factors influence their perceptions in an integrated library.The three main questions are: How do the librarians explain their professional role in an integrated library? How does their professional role change because of the fact that they work in an integrated environment? What factors, according to the librarians, influence and/or change the professional role mostly? The data has been collected through interviews with eight librarians at integrated libraries.

The aim of this paper is to examine how dyslectic adults define the service quality at the public library of Gothenburg. The purpose is also to investigate what level of service quality the library provides and which responsibilities the library has towards the dyslectics. Answers are sought to the following questions: - How do dyslectics perceive the service quality at the public library of Gothenburg and is that service quality satisfactory? - What responsibilities does the public library of Gothenburg have towards the dyslectics according to cultural policy documents? In this paper six persons have been interviewed. Of these, four are adult dyslectics, one works with people with special demands and the last one is the chief librarian.

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.

Cloud Computing has taken the IT world by storm and has created new opportunities for usersto seamlessly access different services. The cloud offers a variety of different services thatsuit both large and small organizations. Cloud computing is still in development and manyorganizations are beginning to consider or have implemented a form of cloud service. Thisalso leads to a series of questions and problems, both new and old. The IT industry hashighlighted a problem in organizations confidence in cloud services, because a third party willbe handling a part of the organization that the company has previously handled themselves.This papers main focus is how to increase organizations trust in cloud service providers.

Service branding is a subject that has been excluded from the traditional branding theory. Our main purpose with this paper is to distinguish what characterizes service branding. To do this, we have looked in to both service marketing theory as well as branding theory. We have also looked at the existing theory concerning service branding. Six qualitative interviews have been performed to explain what characterizes service branding.

As self-service technologies become more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences between automated and interpersonal service encounters in the initial part of a service provision are examined in terms of customers? evaluation of the service encounter itself, overall satisfaction, as well as the service encounter?s impact on global evaluations and evaluations of other non-dependant service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the service.

The EU has had a special agreement with their former colonies in Africa, the Caribbean and the Pacific Islands, the ACP-countries, for almost 30 years. This has granted the ACPs with preferences on the Europen market, which have been excluded from other countries. The agreement is now beeing re-negotiated to make it more in terms with the rule of the WTO?s most favoured nation-principle. The new agreement will differ from the present one as it will be a mutual free trade agreement where the ACP countries will open their markets to the EU as much as the EU opens up it?s market to them.

During the last years, the pharmacy market undergone major changes. Re-regulation that has been done in 2009 meant that monopoly was unlocked for competition. In a market where firms offer equivalent products, increases the importance of delivery service as competitive tool to differentiate themselves among the crowd. This also applies to pharmacy market where the supplies of goods in large way consist of equivalent products regardless of the company.This case study observes the importance of delivery service in terms of competitive tool on pharmacy market by focusing on a company?s improvement in delivery service.

The main aim of the study was to examine the importance of organizational climate for affective job-related wellbeing. A further aim was to investigate potential differences in employee level in the experience of organizational climate and wellbeing. Another purpose was to see if there was agreement in the view of the organizational climate among the employees. Questionnaires were collected from 44 employees at a chain store. Results showed that Integration, Involvement, Supervisory Support, Training, Welfare, Innovation and Flexibility, Goal Clarity, Efficiency, Effort, Performance Feedback, Pressure to Produce and Quality had a great influence on Enthusiasm but only Pressure to Produce and Welfare correlated with Anxiety.

The purpose of this essay was to analyze the management and steering of the social welfare service. The objective was specifically to examine how the leaders approach their position as managers of the social welfare service, and also how they approach their way of steering. The social welfare service acts under political decisions, but the management interpret and transform these decisions into actions. The managers of the social welfare service are therefore important from a democratic perspective. The study was based on five qualitative interviews with two managers of the unity, two departmental managers and the head manager of the social welfare service.