Purpose: The purpose of this thesis is to compare and analyze Malmö Aviation and Rica Talk Hotel's service culture. This is done by examining three themes, the organizations ways of working with training, motivation and empowerment of frontline employees.Method: The essay is a case study-based qualitative research which mainly focuses on semi-structured, qualitative interviews with various people within the two organizations.Theory: The theoretical framework considers theory within two sections. The first section, the organizations importance in service quality, focuses on service culture or service climate and different management strategies. Section two, the employees? importance in service quality, focuses on three themes: training, motivation and empowerment of frontline employeesResults: Both Malmö Aviation and Rica Talk Hotel are companies that put great emphasis on developing and maintaining a quality service culture within the organization.

The purpose of this thesis is to explore the co-creation process and how value is created based on a service orientation using a network perspective. The thesis is studied from a social-constructionist philosophy, using a qualitative approach of data collection and the theoretical framework includes network theories, theories of service-orientation and co-creation. We have conducted semi-structured interviews with a small firm and its network, which consists of a customer, a supplier and a partner. We found that Håkansson?s ARA framework combined with Ballantyne and Varey?s triangulation of value-creating activities help to acquire an understanding of the actors? bonds, the resources? ties and the activity links that exist in a network.

Advertisement is something that surrounds us in our everyday life. The two terms marketing and advertising are closely linked together and often considered as the same thing, although they are not. To be able to analyse the term advertisement it is crucial to separate it from the term marketing and observe advertising as a part of the complete marketing. We have two main focuses with this qualitative research and the first one of these is to analyse the changes in advertising when considering style, message and characteristics. The advertiser has a wide range of tools that he or she can use to make commercials follow the trends and changes in society.

The aim with this study is to identify and discuss discourses in public service policy documents to clarify that public service policy is political and not self-evident. The study's theoretical as well as methodological starting point is the discourse theory of Laclau and Mouffe, which ontological position is that all meaning is constructed by discourses. In the studied material, two discourses have been identified in policy concerning the content in public service media. The responsibility-discourse construct meanings of what content the policy wants to see in public service media and in the quality-discourse meanings of how the content should be is constructed. Public service policy is consistent over the period that has been studied and the study shows that there is consensus in the parliament about the regulation of the content in public service media.

Purpose: The purpose of this thesis is to compare and analyze Malmö Aviation and Rica Talk Hotel's service culture. This is done by examining three themes, the organizations ways of working with training, motivation and empowerment of frontline employees.Method: The essay is a case study-based qualitative research which mainly focuses on semi-structured, qualitative interviews with various people within the two organizations.Theory: The theoretical framework considers theory within two sections. The first section, the organizations importance in service quality, focuses on service culture or service climate and different management strategies. Section two, the employees? importance in service quality, focuses on three themes: training, motivation and empowerment of frontline employeesResults: Both Malmö Aviation and Rica Talk Hotel are companies that put great emphasis on developing and maintaining a quality service culture within the organization.

Kopplingar mellan interna prestationsmätningar och ständig förbättring undersöks genom fallstudie av IKEA Food Service. Uppsatsen genererar fem hypoteser kring ämnet..

Temat för denna uppsats är - ökad service inom sjukvården. När ministrar ? de högsta ansvariga för sjukvården - i en offentlig debattartikel efterlyser, ?att vården skall vara till för patienten och inte tvärtom? antyder det att sjukvården har problem när det gäller patient¬service. Uppsatsens empiriska material bekräftar denna bild.Vår avsikt med uppsatsen är att utforma en modell som kan vara ett verktyg i sjukvårdens arbete med att öka sin service till patienter. I uppsatsen undersöker vi möjligheterna till en patientdriven utveckling av service inom sjukvården.

Motivationsskapande åtgärder är avgörande för de anställdas nöjdhet inom organisationen. Vad som motiverar de anställda varierar från individ till individ. Vårt resultat visar att det existerar ett samband mellan de anställdas nöjdhet och hur väl organisationens strategi, struktur, utvärderingar och belöningar stämmer överens med olika karriärinriktningar och drivkrafter. Studien visar även att de anställdas nöjdhet påverkar kundernas nöjdhet med servicen..

The purpose of this Master Thesis is to investigate the quality of the library service at the City Library of Uddevalla. In particular this thesis will examine the quality of the library service to people who are disabled. This applies particularly to the service to people with reduced ability to move or to see, which also includes people with infirmities due to old age. We also have investigated how well the library itself is adapted to the disabled. In order to get more information about the library service to people who are disabled, we have studied literature on this subject and the Master Thesis contains a summary of those documents.

As IT service departments in organisations are becoming more complex and customised, the indirect costs are increasing in relation to the total costs. The difficulty of fully estimating and identifying the spread of the cost in the IT service department is increasing. As a result, firms tend to budget the business unit as a total cost rather than as a spread of defined costs. In order to deal with this challenge an ABC calculation will be applied. The Time Driven ABC model will be conducted in OMX´s Servicedesk unit within the IT services.

The development of technology and the mechanization in the Swedish forestry has during the last 60 years resulted in depopulation of the country side and due to that the amount of distance forest owners has increased. Therefore the forest companies need to make some adjustments in order to keep the distance forest owners as customers and to attract new ones. The purpose of this essay was to examine and analyze the distance forest owners satisfaction with Södras service offering and quality of service and further develop some proposals for action. A web-based survey was sent out to 634 distance forests owners in Stockholm, Sweden, all members of Södra. 269 respondents participated in the survey and of them, 27 did also participate in a follow-up telephone interview.

Att sätta personalen i fokus en modell om att möjliggöra för medarbetare? En fallstudie av Svenska Mässan.

ABSTRACT Title:                                   Leadership within property managementCourse:                              Bachelor Dissertation - LeadershipAuthors:                            Isabell Andersson och Marlene LundqvistAdvisor:                             Ingemar WictorKeywords:                         Leadership, property managementProblem formulation:   How can managers within property management lead their employees to achieve company goals?Purpose:                           Our purpose was to identify similarities and differences between different property managers? way to lead their employees.Theoretical framework:    In our study, we have chosen to use the four basic theories which we found most relevant to the subject after studying literature in the field of leadership and leadership within property management. In the theoretical framework we discuss theories such as practical leadership, motivation and commitment, service quality and communication which are all important components for succeeding with an effective leadership according to O'Reilly et al. (2010).Methodology:                   We have conducted a qualitative study with an intensive format and a deductive approach. The empirical data were collected through six interviews in which we interviewed three managers and a member of each managers? staff within property management companies.Results:                             In our research we have reached the conclusion that all our respondent managers are working to motivate their employees and communicate with them in order to guide them towards the company goals.

Sammanfattning Problemdiskussion: Problematiken ligger i att det finns vissa svårigheter för ett serviceföretag att finna ett belöningssystem för frontpersonal då det ska grundas på något mätbart för att vara tillförlitigt. Det är viktigt att ha en motiverad frontpersonal då de i allra högsta grad påverkar kundens upplevelse. Genom att finna ett belöningssystem för frontpersonal har detta en positiv påverkan på frontpersonalens motivation. Kan man utforma ett belöningssystem för frontpersonal och i så fall hur? Syfte: Syftet är att beskriva och analysera belöningssystem för frontpersonal i serviceföretag.

The purpose of this study is to describe and analyze how companies offering tailor made products on the internet, can work with their marketing and their customer relationships. The study will answer the purpose from a Service Management perspective and there will also be presented theories from an Electronic Commerce perspective.The starting point for this study was the qualitative method. The essay builds its empirical material from interviews with knowledgeable persons in the subject and the owner of the company whose products are tailor made and sold on the internet. It was conducted seven interviews, four of which were face-to-face, two conducted by mail and finally there was made a telephone interview.Conclusions have been drawn based on the empirical material and theory. The study has been able to identify three concepts that are central to this type of product: Site-building, customer involvement and promotion & relationship management..