Den aktuella studien syftade till att öka förståelsen för den betydande roll känslor har i servicemöten. En experimentell design användes där deltagare randomiserades till en av två scenariobeskrivningar, där en variabel var manipulerad. Två olika ansiktsuttryck, ett leende eller ett neutralt, användes som stimuli för att undersöka dess inverkan på kunderna. Resultaten visade att en leende servicearbetare påverkade kundernas känslor positivt, samt ökade både nöjdheten och reciprociteten jämfört med en servicearbetare med neutralt ansiktsuttryck. Dessutom utvärderade kunderna den leende servicearbetarens personliga egenskaper mer positivt jämfört med servicearbetaren med neutralt ansiktsuttryck.

Abstract: The purpose of this thesis is to study the importance of having a website for traditional service companies as well as the factors that might influence its importance. This is done by answering three research questions that all contribute to the answer of the main purpose. A qualitative study has been performed including eight interviews with respondents from eight different service companies presenting four different types of businesses. The empirical findings of the study are analyzed with the help of the theoretical frame of references in order to identify the most interesting conclusions. The results of the thesis state that the main purpose of the website among the studied companies is to rationalize and save costs.

The purpose of the study was from the perspective of young people that has completed a stay at HVB-home. The respondents are between 15-21 years both boys and girls. The basic questions were: How do the respondents look upon this HVB-homes service process? How do the respondents look upon this HVB-homes service contents? How do the respondents look upon this HVB-homes service regarding available information and how the staff is available? What positive and negative experience do they have from their stay at the HVB-home? We also wish to get a picture of what is important to change to improve the quality on this HVB-home. To receive answers to those questions we formed a questionnaire.

The purpose of the study was from the perspective of young people that has completed a stay at HVB-home. The respondents are between 15-21 years both boys and girls. The basic questions were: How do the respondents look upon this HVB-homes service process? How do the respondents look upon this HVB-homes service contents? How do the respondents look upon this HVB-homes service regarding available information and how the staff is available? What positive and negative experience do they have from their stay at the HVB-home? We also wish to get a picture of what is important to change to improve the quality on this HVB-home. To receive answers to those questions we formed a questionnaire.

The purpose of the study was from the perspective of young people that has completed a stay at HVB-home. The respondents are between 15-21 years both boys and girls. The basic questions were: How do the respondents look upon this HVB-homes service process? How do the respondents look upon this HVB-homes service contents? How do the respondents look upon this HVB-homes service regarding available information and how the staff is available? What positive and negative experience do they have from their stay at the HVB-home? We also wish to get a picture of what is important to change to improve the quality on this HVB-home. To receive answers to those questions we formed a questionnaire.

The purpose of the study was from the perspective of young people that has completed a stay at HVB-home. The respondents are between 15-21 years both boys and girls. The basic questions were: How do the respondents look upon this HVB-homes service process? How do the respondents look upon this HVB-homes service contents? How do the respondents look upon this HVB-homes service regarding available information and how the staff is available? What positive and negative experience do they have from their stay at the HVB-home? We also wish to get a picture of what is important to change to improve the quality on this HVB-home. To receive answers to those questions we formed a questionnaire.

Många människor lider av kognitiva funktionsnedsättningar. Det kan försämraförmågan att använda teknik och leda till att människor går miste om många verktyg och funktionersom andra tar för givet. Att ta hänsyn till kognitiva funktionsnedsättningar i utvecklingen avmobilapplikationer är utmanande då vissa gränssnitt och funktioner kan upplevas som för kompliceradeeller ostrukturerade. I denna uppsats presenteras designmönster som kan bidra till en inkluderandedesign enligt konceptet Design för alla. Design för alla innebär design som möjliggör användande föralla människor.

This thesis has been carried out in collaboration with the IT Company MPQ consulting AB in Halmstad. The task we were assigned by MPQ concerned the development of a scooter that can be used year round. We have with the companydeveloped the criteria and requirements for the product in which the goal is toproduce a primary solution that meets the set criteria and fall within the project'sboundaries.The project involves a wide range of different design methods for idea generationand idea development. The project also addresses engineering methods such asprinciple and primary engineering. Occurringmethods in the project include FredyOlsson principle and primary engineering in cooperation with SVID's - Swedishindustrial design process, etc.The final solution will be presented in the form of sketches, CAD models withassociated drawings and a rendering from the program Keyshot..

The purpose of the study was from the perspective of young people that has completed a stay at HVB-home. The respondents are between 15-21 years both boys and girls. The basic questions were: How do the respondents look upon this HVB-homes service process? How do the respondents look upon this HVB-homes service contents? How do the respondents look upon this HVB-homes service regarding available information and how the staff is available? What positive and negative experience do they have from their stay at the HVB-home? We also wish to get a picture of what is important to change to improve the quality on this HVB-home. To receive answers to those questions we formed a questionnaire.

Bakgrunden till denna undersökning är den växande ASP-marknaden samt säkerhetsproblematiken som finns i en ASP-lösning.Syftet är att utreda de säkerhetsaspekter som bör beaktas vid en Application Service Provider (ASP)-lösning. Olika aspekter har samlats in dels från litteraturen och dels med hjälp av intervjuer. En uppdelning har gjorts med avseende på mål, hot och kontroll. De mål som först och främst behandlas är de som berör integritet, konfidentialitet och tillgänglighet. De hot som tas upp och som delvis är specifika för en ASP-lösning är ASP-företagets ekonomi och personal samt kommunikationskanalen mellan ASP-företag och ASP-kund.

The purpose of the study was from the perspective of young people that has completed a stay at HVB-home. The respondents are between 15-21 years both boys and girls. The basic questions were: How do the respondents look upon this HVB-homes service process? How do the respondents look upon this HVB-homes service contents? How do the respondents look upon this HVB-homes service regarding available information and how the staff is available? What positive and negative experience do they have from their stay at the HVB-home? We also wish to get a picture of what is important to change to improve the quality on this HVB-home. To receive answers to those questions we formed a questionnaire.

Uppsats för avläggande av filosofie kandidatexamen iKulturvård, Trädgårdens hantverk och design, 22,5 hp, 2014.

The main purpose of this master thesis is to identify the issues concerning the transformation process of a product oriented company into a service oriented company, and how these issues can be overcome. We will exemplify this by developing a dewatering pump rental concept for ABS, and identify the drivers and barriers for ABS when implementing the service oriented rental concept in Sweden and Poland. This master thesis is based on the systems perspective. The reason for this is the required holistic perspective, where the system has to be regarded from different points of departure in order to be understood. The theoretical studies include services and change management.

This degree project is a realization of a strategy for collaboration between an industrial designer and employed workmen of a producing company. The collaboration aims to engage everyone involved in the co-authorship of a products design and manufacturing history. The realization has taken place in an open dialogue where the designer no longer owns the design process by himself. The project has been carried out in cooperation with the company Iris Hantverk. The company is owned by the Swedish body for visually impaired and has their main production facility in Stockholm.

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.