Service är ett svårdefinierat ord och upplevs på olika sätt beroende på situation och person. Service kan också yttra sig, och erbjudas på olika sätt beroende på organisation. Tanken med uppsatsen var att undersöka hur service genom personlig kontakt upplevs i en offentlig organisation, där service kanske inte direkt förknippas med just den organisationen, nämligen Skatteverket. Undersökningen genomfördes på Skatteverkets lokalkontor på Södermalm i Stockholm under våren 2004. Större delen av materialet samlades in på plats genom enkäter, som besökarna besvarade.

Allt sedan datorer började användas som en resurs i företag har mindre företag sett de höga kostnaderna dessa fört med sig. I slutet av 1990-talet skapas en modell som möjliggör att hyra program från en Application Service Provider, ASP. Med ASP-modellen följer ett flertal förväntningar och fördelar om vad modellen kan tillföra i framförallt mindre företag. De ska till exempel till lägre kostnader få tillgång till program som kan öka deras konkurrensförmåga. Denna rapports fråga är om modellen lever upp till dessa förväntningar hos kunderna.Vid intervjuer som genomfördes med fem olika företag framkom bland annat att ASP-modellen kan möjliggöra ett minskat behov av egen IT-personal och att internt kunna ge användarsupport.

Denna uppsats utreder samspelet mellan politisk kultur och politisk ekonomi i Jordaniens politiska liberaliseringsprocess genom en litteraturstudie förankrad i kulturspecifik forskning. Det teoretiska huvudsyftet är att pröva Michael Ross teori om förhållandet mellan beskattning relativt offentlig service och politisk liberalisering, på en djupare nivå. Högre beskattning relativt offentlig service antas ge representation, politisk liberalisering och demokratisering. Vi kartlägger vilka kringliggande faktorer denna ekonomiska cost-benefit-modell fungerar tillsammans med.Vår slutsats är att den ekonomiska cost-benefit-modellen samspelar med en kulturell cost-benefit-modell. I Jordanien tillfredställde inte regimen befolkningens krav på subvention av exempelvis bränsle och basmatvaror.

This Master´s thesis aims to aquire knowledge about volunteers attitude toward work. It emphasis is on the differences between volunteers and non volunteers. There are four research questions used in order to fulfill the aim in a scientific manner. The essay aims to get in depth knowledge regarding whether or not the respondents feel that they have gained advantages in work life due to the fact that they are involved in volunteer work. One of the pivotal questions is if there is a possibility to see a pattern that binds together the reasons for volunteer work and the attitude toward work.

Social work has gone from being a primarily philanthropic issue to becoming an academic discipline at university level. To ensure its legitimacy social work must be founded on, and developed through scientific research and documented experience. The purpose of this essay is to review the various arguments on social work in order to evaluate their impact on education, which in turn affects students. In addition, it will demonstrate how different forms of knowledge are valued depending on the contexts. As a means of reaching this objective, the following questions are addressed: ?What are the requirements and recommendations on how the education of social work should be structured, and why are these requirements and recommendations important??, ?How has the education of social work been influenced by the perception of valuable knowledge?? and ?How does the education of social work affect students?? The collected material consists of various arguments concerning the development of social work and the education of social work's formation.

Sammanfattning Titel: Återkoppling till kunden ? steget många företag glömmer Författare: Johanna Labraaten och Fanny Murén Bakgrund: Att värna om kundrelationer är viktigt inom de flesta branscher. Utifrån ett fastighetsföretags perspektiv strävar man alltid efter lojala hyresgäster och en långsiktig relation. Genom god service och kontinuerlig kommunikation skapas bra förutsättningar. Företagets hantering och kommunikation vid felanmälningar bidrar till hur hyresgästen upplever företaget.

A constantly increasing number of magazines are using the Internet as a business channel. One of these is Allt om Mat (All about Food). Together with expressen.se, Allt om Mat developed a food website, alltommat.se, which was introduced at the beginning of 2008. In this essay we investigate how alltommat.se developed its service concept. Further, we look at how this development has influenced and been influenced by relations among the three actors and the users.

Technology based self-service (TBSS) used in supermarket self-scanning checkouts is a relatively new phenomenon in Sweden. Studies on TBSS as a self- checkout device have been formerly carried out but with focus on the customer perspective. The authors therefore saw a challenge in covering the self-scan checkout concept, from a company perspective. The purpose of this research paper is to investigate, through a management perspective, the changes brought about by implementing an innovative TBSS system in Swedish supermarkets, and its effect on the competitiveness of the company. This is done by presenting and linking the theoretical framework and empirical study in the research.

This piece of work develops a solution that automates protection against software keystroke loggers. Keystroke loggers can be used illegally to register a user's keystrokes and in that way acquire sensitive information. The solution was tested on two different networks and the efficiency was measured. The network represents an enterprise network that uses the operating system Windows along with the directory service Active Directory. A script was developed to solve the automation matter.

The aim of this two years master's thesis is to examine public librarians? views of their pedagogical role towards school children, and to illustrate the relationship between public libraries and schools as a background for the role of the public librarians. The theoretical framework is Carol Cullier Kuhlthau?s theory of the roles of librarians as mediators in reference work (Levels of Mediation) and in education (Levels of Education). The main question of the study is: How do public librarians view their pedagogical role towards elementary school pupils and high school students? Related questions regarding the use of the public library for school purposes, the communication and cooperation between the public library and the schools, the difference between public libraries and school libraries and the librarians? view of pedagogical work are also made.The method used is qualitative interviews.

Title: Strategies for competition ? a study of the Swedish contact lenses market.Authors: Pernilla AArskog and Annika Lange.Background: As a market gets more mature and the competition increases, it is more important for a company to apply the right strategic perspective. There are four fundamental strategic perspectives for a service-oriented business: a core product-, a price-, an image- and a service perspective. This study is a about service management and take its point from the theories from the Nordic School about strategies for competition, customer value, perceived customer quality and customer loyalty.Purpose: The main purpose with this study is to analyze and evaluate how the actors at the Swedish market of contact lenses should compete to gain further competitive advantages.Method: The study includes four qualitative interviews with two traditional opticians and two Internet based businesses, but also a survey with 106 contact lens users is included.Analysis: In the analyse part of this thesis it was concluded that the traditional opticians conception about their customer not agrees with what the customer evaluate as important. Many of the customers have thought about changing their optician, and besides that do not recommend their optician, and can there for not be categorize as loyal customers.

För att underlätta program-till-programkommunikation har SOA (Service Oriented Architecture) utvecklats. SOA har som mål att bidra med riktlinjer för att det ska bli lättare för två applikationer att kommunicera med varandra (Samtani & Sadhwani 2002a). Web Services är en standard som bygger på SOA-arkitekturen och det som gör Web Services speciellt är att tekniken ska vara plattforms- och språkoberoende (Clabby, 2003).Sun och Microsoft har utvecklat varsin plattform för utveckling av Web Services-applikationer. I denna rapport genomförs en litteraturstudie för att undersöka vilket stöd plattformarna har för utveckling av Web Services och för att ta reda på vilka skillnader som finns mellan plattformarna. Skillnaderna undersöks sedan för att se om de kan leda till problem då en användare vill integrera Web Services skrivna i olika plattformar.Resultatet i denna rapport visar att de båda plattformarna har ett bra stöd för att utveckla Web Service-applikationer.

This essay is a qualitative study about Swedish fire-fighters´ ideas of women and people from other ethnic backgrounds than Swedish. The problem in focus is why there are difficulties for those groups of people to be employed in the Swedish fire service. Can there be ideas of these groups which are not favourable for them? And if this is the case, can those ideas be explained by gender theory about construction of masculinity? The purpose is to investigate whether the absence of women and people from other ethnic backgrounds can be explained by the fire-fighters´ ideas of those groups. The study consisted of a one day observation and four one hour long interviews with fire-fighters from different positions within the Swedish fire service.

The study has shown that retailers in the mid-price segment differentiate their brand through developing a strong company identity around the brand. The personality involves store atmosphere, merchandise and advertising. Larger companies have chosen to lay the responsibility on management level, which facilitates on store level. By controlling the strategies on a central level the company can make sure that the stores are steered in the direction that the company wants them to be steered in, and also that they follow the positioning-concept. The company can also devote its efforts to working with its core value, which is service.

Bauhaus har arbetat fram en ny affärsplan för 2011-2012 där ett internt mål är att bli ?bäst på service?. Ett steg på vägen är ett nytt utbildningsprogram som syftar till att göra medarbetarna mer kundfokuserade. Denna studie syftar till att undersöka hur personalen respektive ledningen upplever att Bauhaus satsning på nya utbildningar har tillfört större kundfokus inom företaget samt hur den interna kommunikationen skapar förutsättningar för att satsningen ska lyckas. Teoretiskt utgår studien ifrån vad som skapar tjänstekvalité samt hur företag kan påverka tjänstekvalitén.