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.

Införande av en HR Shared Service-organisation syftar till att omfördela HR-funktionens personalarbete och separera det administrativa personalarbetet från det strategiska. Med hjälp av ny teknologi kan HR administration flyttas över till HR/IT-system och HR-arbetet kan i större utsträckning ske via självservice som hanteras av ledare och medarbetare i organisationen. Den senaste tidens forskning kring HR Shared Service och det nya sättet att leverara HR-service visar att gamla sampels- och handlingsmönster fortfarande lever kvar mellan ledare och HR-medarbetare. Uppsatsens syfte är att undersöka hur HR Shared Service har införts på ett Telekom företag och vilka konsekvenser det fått för ledarna på företaget.Den empiriska undersökningen har genomförts med en kvalitativ metod i form av 11 intervjuer med ledare och projektdeltagare för införandet av HR Shared Service-organisationen. Tre deltagande observationer genomfördes med avseende på hur ledare söker information på HR-portalerna.

This study examines how the local rescue services relate to the brand of the rescue service and the concept of brand management. To understand the attitudes against the brand and brand management, empirical data, theoretical modelling of brand and current laws have been discussed together in a try to get an overview how the rescue services practically works with the brand. The study results are based on a questionnaire survey and qualitative semi-structured interviews. The survey was sent to employees working with the communication of the rescue service. The interviews were held with two employees working with the communication of the rescue service and two fire chiefs.

The aim of this master thesis is to examine the attitudes among library staff regarding a music downloading service called Musikwebb, which is available in many Swedish public libraries. It focuses on the impact of Musikwebb on the process of music selection, the relationship between Musikwebb and the digital development in public libraries and what service Musikwebb offers its users. The gathering of material was executed through focus group interviews with library staff in four libraries. This empirical material we divided in three categories: Music selection, The Library and its digital services, and Library services. We use the results of Sanna Talja?s discourse analysis regarding the relationship between Music, Culture and the Library to analyze our material.

This master´s thesis is a comparative study of the importance of eight factors suggested in the literature to be related to the perceived utility of the service Book a librarian (Swe. Boka en bibliotekarie). Disciplinary differences were also analysed. 73 encounters between students and librarians in 11 Swedish academic libraries were studied using a survey. Six factors were significantly related (at the .05 level) to the utility of the service.

Context: During the 21st century several alarming reports have been published that deals with the depletion and pollutant of the earth by human interference. The earth is an ending resource and so are the mountains and bedrocks which are continuously mined in order to harvest its minerals. The idea behind Urban Mining is to (re)invent processes enabling further purpose for materials both from old deposits and new products providing secondary raw materials and energy. This thesis aims to investigate the challenges and opportunities of how firms and organizations can and will be able to strike a better balance between product-/service systems, economic growth and environmental stewardship in the context of Urban Mining as an approach. With the innovation of processes, technology, business- planning and creation in focus.Objective: How to future proof a business model for Urban Mining by the usage of business model design.Method: This thesis will be conducted using a case study approach, meaning that it will incorporate qualitative, exploratory and descriptive characteristics - aiming towards enabling both applied and fundamental research.Results: The result evaluates the business model element differences between traditional C&D industry and Urban Mining industry.

Denna studie behandlar relationen mellan kabinpersonalens motivation och den kundupplevda servicen ombord. Det övergripande målet med denna studie är att se om motivationen hos kabinpersonalen inverkar på den kundupplevda servicen och om servicen påverkar val av flygbolag. Vid en eventuell relation mellan motivation och kundupplevd service avser studien även att beskriva de beroende variabler som styr detta samband. Ett svenskt charterflygbolag blev utvalt och all kabinpersonal och 20 av passagerarna blev utvalda att delta i undersökningen på 40 olika flygningar under en treveckorsperiod. Resultatet visade på att det inte fanns någon signifikant korrelation mellan kundupplevd service och kabinpersonalens motivationsnivå.

The aim of this study was to look at introduction for staff in a social service office and the social workers experience off the first period at a new workplace. Qualitative interviews have been used as a method of investigating how social workers look at introduction in the workplace and how social workers have experience the first period at the workplace. The empirical material have been analysed by using the theory of Human Service Organizations, street-lever bureaucracy theory and theory concerning work environment. This papers first chapter presents the methodological preferences, the second chapter the theoretical perspective and the results of the study are presented in the third chapter followed by a discussion and ending comments in chapter four. My study showed that introduction is necessary in a complex organisation and could be a way to improve the social workers situation in social service organisations..

This thesis is about how the front-staff in two service companies experience empowerment. Competition for business in today's society is becoming increasingly fierce, which means that they must find a way to differentiate themselves from competitors. Service has become a way to compete. Front-staff competence and ability to offer a good service is a crucial factor when the company's success is being measured.Empowerment in business is used as a tool to create motivation and satisfaction of individuals at work. Companies using empowerment can create the freedom and opportunities for employees to act at their own intelligence and discretion.

The purpose of this study is to increase the understanding for how home care services interpret and handle situations with and around caretakers alcohol use. Interviews have been conducted with two managers and six basic staff in two different home care service-groups. The interviews were individual with the managers and in group form with the staff. The interviews have been analyzed using Hasenfeld?s theory on Human Service Organizations and moral practice together with Beronius? interpretation of disciplinary exercise of power.

The private forest owners play a key role in the supply of round wood to the Swedish forest industry. Today it is a keen competition between forest companies about the wood from private forest owners. In order to get access to the wood from the private forestry you need to be an attractive collaboration partner, who can offer long-term collaboration, service at top-level, and acting for good prices to the forest owners. This work aims at analysing the situation on the market today. It gives Sveaskog purchase department a good view of the forest owners? opinion in general about the existing purchase activities. Forestry service level and timber prices are determining factors for a successful relationship between forest company and forest owner.

The purpose of this legal dogmatic Bachelor Thesis is to define the legal definition of ?a rescue service? and illustrate the division of responsibilities between national authorities and the municipalities with regards to the execution of emergency response operations.?A rescue service? means the emergency response actions that national and municipal authorities are legally obliged to provide to prevent or minimise injury to people and damage to property or the environment when emergencies occur or seem imminent. In the following cases a national authority is responsible for providing the requisite rescue service:1. Search and rescue (air) ? the Swedish Civil Aviation Authority is the responsible authority;2.

This bachelor thesis is an exploratory investigation about the phenomenon 'Gamification', which by some definitions is about implementing game elements into non-game contexts. For example exercise services as Runkeeper and Nike Plus who both are available on android and iOS platforms. This study is mainly about the potential value of gamified systems and services for companies and its users and how such a system or service is developed. The thesis also discusses the development aspect of gamified systems in order to give the reader a more ?in depth? understanding about the phenomenon.

In this paper we aim to delve deeper into the film industry and how their approach to streaming services such as Netflix might be the solution to the problems with piracy (people downloading illegally instead of paying for the products) - but before they can change the mindset of people, they have to overcome some issues that might make it hard for the film industry to adapt a fully functionable streaming sollution in the veins of Spotify. To come up with some conclusions regarding this matter, we focused our study on the consumers rather than the industry in order to get a better understanding about what the consumers think about the streaming services of film that are offered today. We used both surveys and interviews in order to gather information regarding the consumers thoughts on how the landscape of film distribution has evolved to a point where Video-on-Demand offers the opportunity to watch movies and TV-series whereever and whenever they want. Our research shows that the majority of consumers are willing to pay for streaming services of film and hold the new technology in high regard. However, the concensus among the consumers that were involved in our study shows that the streaming services offered today have to evolve even further in the future before it can fully work as a substitute for illegal downloading.

 Background and aim: Media development and digitalization has expanded the PR industry's working area. More participants are on the media market and it is becoming more and more difficult to define what PR really is and what the PR agencies/departments really do. Is PR marketing, information, event marketing or maybe propaganda? We believe that the complexity to define the term PR can lead to a loss of critical approach to the business, especially among young people. Has the PR industry managed to eliminate their negative image among students in upper secondary school and what do they associate with PR today? The aim of this essay is to examine what a selection of students associate with the term PR and if they are critical to the PR industry or not.Method/Material: The method is a quantitative survey.