Customer service has traditionally consisted of telephone, mail, and later on chat.But the entry of social media has changed the way companies exercise customerservice. Companies should ask themselves whether the same type of traditionalcommunication may or may not function in a new channel and thus whether itcan be applied to social media.The purpose of this study is to describe the companies? use of customer servicein social media and how the communication differentiates from thecommunication in traditional customer service, and also to define the effect onthe customers? relationship to the company. To reach our conclusions we havecombined theoretical references with qualitative interviews.By our analysis, we found that the communication in social media expandsthe possibilities. By entering an unfamiliar channel, customer service has hadto adapt themselves and their language.

Titel Livsstilsboenden - Processen kring att kombinera livsstil, service och boende Författare Elisa De Toro, Helene Tigerström & Liv Åström Handledare Cecilia Fredriksson & Örjan Hallgren Problem Det finns en stor mängd forskning inom områdena service, boende och livsstil. Dock ser vi att det saknas forskning kring hur dessa kan kombineras och hur processen kring detta ser ut. Syfte Syftet med denna rapport är att få en fördjupad förståelse kring utvecklingsprocessen för ett projektutvecklingsbolag inom boende, vilket vill skapa förutsättningar för att använda service som en del i ett boendekoncept kring en viss livsstil. Metod Vi har tillämpat en deduktiv samt kvalitativ metod för insamlandet av vår empiri. Vi har använt oss av ett fallstudieobjekt, livsstilsboendet Victoria Park, där vi har gjort åtta intervjuer.

The aim of this Masters thesis is to examine the librarian discourses that can be identified in the job advertisements of today, to examine how the discourses differ and also how these discourses might influence the librarian profession and its status. The method of investigation is a qualitative analysis of printed sources, using Ernesto Laclaus and Chantal Mouffes discourse theory as well as the theory of professions as a theoretical base. The thesis shows that two discourses can be identified in job advertisements for 2004, one public librarian discourse and one scientific librarian discourse. The major difference between the two discourses are work tasks where the public librarian discourse very often contains areas of responsibility and development work, whereas the scientific librarian discourse often contains administrative work tasks. Other differences include a great demand for driving licences and an interest in children and youth in the public librarian discourse, something which is not asked for at all in the scientific librarian discourse where there is a great demand for knowledge of languages instead.

The district nurses' duties with all organisational changes, above all during the last 20 years, have been changed. Economy and listing governs which visits that to be prioritized. The aim with this study was to examine what district nurses in the primary care in Uppsala län has for view about their occupational role. The method was qualitative and the selection comprized ten district nurses in Uppsala län that were interviewed individually on the basis of a semi structured interview guide that the authors the actual created. In the wide analysis of the results could a theme, As a rubber screw in a shrinking hole and three central categories be discerned, Occupational role, Diversity and Organisation.

Sweden is going through big changes within the bank sector. Increasing card usage, decrease of cash acceptance in the society, an attempt to reduce money laundering, and a possible increase in profitability has lead to the rescindment of cash management among three of the four major banks. This has lead to a big debate in the society, a lot of frustration from customers, and a drop in customer satisfaction for every bank that started the process of removing cash management. The purpose of this study is to find out how the banks could keep their customer satisfaction when removing cash management. When doing the study, the rescindment of cash was a deduction of a part of the service, compared to the normal adding or starting of a service. The study was done through a focus group that was the base of a questionnaire that got answered by 125 respondents.

The aim of this master thesis is to study the relationship between general ethics and professional ethics, to attain an understanding of which values that are given priority in the profession of the librarian regarding personal encounter towards library users. The posed questions are: How can fundamental ethical principles be understood through the view of public librarians? How can policy documents regarding librarian ethics be understood through the view of public librarians? How can policy documents regarding librarian ethics be problematized in relation to fundamental ethical principles? We used four focus groups consisting of public librarians. Three theoretical frameworks create the base of the analysis; four fundamental ethical principles, ethical guidelines for Swedish librarians and recommendations for Swedish librarians in the reference service. Three main issues emerge in the study; equalistic personal encounter where the principle of justice is emphasized but also problematized, library users? integrity which mainly coincide with the principle of autonomy and finally the librarian?s professional role which are being defined by librarian specific competence to refrain violation of the principle of injury avoidance.

In recent years it has become more and more common with discussions concerning professionalization in professions such as archivists. Professionalization means that a profession strengthens, develops, innovates and monopolize their business. In order to strengthen the profession you can also use a variety of strategies and these strategies emphasises the process where a profession is being professionalized or is about to be professionalized. This development of an occupation could start within ABM-cooperation?s.

The aim of this master?s thesis is to examine the virtual reference service Ask the Library [Bibblan svarar] from a postmodern perspective. Ask the Library is a Swedish online reference service that is run by the country?s public libraries. The postmodern theories of Jean-François Lyotard are used to study how information is managed and transmitted within the service.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

The travel agencies exist on a market that is distinguished by increasing competition. A majority of the travel agencies offer different services that all satisfie the same customer need. However,one major difference in the market aspect is the service quality, this making it an important mean of competition. There are several acknowledged methods of measurement when it comes to service quality and it is important to use an instrument that takes into consideration the fact that charter tours is a complex merger of several services. The purpose of this essay is to establish if the SERVQUAL method is a suitable instrument for measuring service quality in the travelindustry.

The original promise behind the Internet Protocol was to deliver data from a sender to the receiver using a best-effort approach. This means that the protocol makes no guarantees except that it will try to deliver the data to the destination. If some problem occurs the packet may be discarded by the network without any notice. No guarantees are made regarding the time it takes to deliver the data, the rate at which data will be delivered or if data is delivered in the same order it was sent. The best-effort approach is arguably the reason behind the success of the Internet Protocol and is what makes IP scalable to networks the size of the Internet.

This study focuses on the transfer between a product-oriented to a service-oriented perspective regarding marketing activities in companies due to the development of information technology. It illustrates how this very transfer has been, and can be, contemplated through the eyes of organizations working with marketing in a digital world on a daily basis. Technology has turned several industries - their price-setting, communication channels and supplying possiblities - upside-down. This turnpoint brings out a new way of observing and working with marketing. Therefore, we find it interesting to gain a better understanding of how actors within industries where the turnpoint is a fact observes marketing, and how this service perspective can be seen in their various organizations and daily.

With this master thesis I wanted to find out whether Erik Fichtelius, an SVT employee, interview project with prime minister Göran Persson is acceptable according to the public service ideology. In order to do that I used Swedish newspaper articles to analyse the so called Fichtelius affair. I also gathered material on SVT and the public service ideology. The master thesis is based on sociologist Manuel Castells theories on mass media and television as presented in the Information Age. Castells claims that in our time different areas, such as politics and television, are melting together.

This bachelor thesis explores how librarians are portrayed in fiction literature. The aim is to see how the librarian and their work tasks are described. Our material consists of 12 fiction novels from the years 2000 to 2012 (with an exception of a book from 1998). We have used discourse analysis in order to examine the picture of the librarian.We have used three major questions: How is the librarian portrayed in our selected fiction literature from year 2000 until today (the beginning of 2013)? How are the librarians profession portrayed in our selected fiction literature? Does our selection of the fiction literature give a positive or negative image of the librarianand how can that affect the view of the profession?Our analysis resulted in the discourses the librarian and literature and the librarian and the library.

Med den växande internet- och mobilmarknaden harpublic service bolagen inom media följt publiken till att erbjuda sina tjänster via både internet och mobil. För Sveriges Radio har de snabbt växande marknaderna inneburit en problematik för ekonomi- och verksamhetsstyrningen. Problematiken härrör i produktivitetsmåttet, som tidigare tagit hänsyn till sändningstimmar. I och med att Sveriges Radio utöver radiosändningar idag erbjuder tjänster på internet och mobil är det svårt att beräkna företagets totala produktivitet på ett tillfredställande sätt. Syftet med denna uppsats är därför att utreda den problematik som finns med att mäta produktivitet i public service sammanhang och att formulera nya mått för att mäta produktivitet i den internetbaserade verksamheten.