In today s society, Services are becoming more and more important. They are however, partly because of their immaterial nature, separated from traditional merchandise, why the marketing and producing of them differs. Quality errors in a Service are often difficult to discover before the Service is brought to a customer, since the producing and consuming of it often takes place simultaneously. Quality errors in a Service process are called Service failures or in Swedish tjänstefel. Nevertheless, with an effective Service recovery process, dissatisfied customers can be turned into satisfied ones.

Service Design is a relatively new, unexplored and exciting phenomenon that through an interdisciplinary work methodology designs Services. A discussion has been going on for a long time regarding whether there is a difference between products and Services. Services are often classified as immaterial, heterogeneous, non-storable and inseparable in relation to products. A question that arises is if something specific characterises the work methodology used regarding Service design. The aim with this paper is thus to explain the work methodology when working with Service design.

The aim of this qualitative study of Service work in the private sector is to examine how the Service worker experiences his/her work. There are three dimensions of the Service workers experience in focus, and they are the base of my formulation of questions. The first dimension refers to how the Service worker experiences the emotional labor demands from the employer. The second dimension concerns the relation between Service worker and customer, from the view of the Service worker. The third dimension problematizes how Service workers experience efficiency.I have interviewed three call center customer workers and two hotel receptionists, using semi-structured interview technique.

With this master thesis we wanted to find out in which way the concept of public Service is connected to different perspectives, ideals, visions of the future and forms of organizations. The purpose with our thesis was to do an analysis of different concepts regarding to public Service. To the analysis of concepts we used Swedish newspapers and analysed the issue of public Service that had been discussed in articles written during the last five years. From this material and other papers about public Service we developed a model of public Service ideals. We wanted to find out what the different perspectives thought about the Swedish television and their commission.

The purpose of this thesis is to examine and analyse which effects a Service strategy has on the control system of an organisation. The thesis takes a Service perspective, and it is assumed that a Service strategy gains competitive advantage and that the goal of the Service strategy is to increase the customers? satisfaction level. A qualitative in-depth case study was performed on a Swedish beauty company. The organisation?s vertical structure was examined, from central to local level.

The purpose of this master?s thesis is to study an electronic reference Service from a user perspective. By qualitative interviews with eight students the thesis examines their information behaviour, why and when they use the Service, the user?s experiences of the Service and the communication with the librarian. The users have all used the Swedish electronic reference Service Fråga biblioteket ? Forskningsbibliotek.

The success of self-Service technology in retail grocery stores cannot be ignored, and the fact is that every other grocery store in Sweden has implemented the self-scanning or self-checkout systems. The trend is that the technique is spreading into other markets with potential to increase productivity for companies and enhance the Service for customers. Fast fashion is one branch that is left untouched by the development in payment processes, and despite the leading companies extensive focus on fast Service, the concept of self-Service technology has not yet been tested. This paper undertake a quantitative, experimental approach to the issue and examines the effect self-checkout would have on Fast fashion- customers. By presenting a scenario with and without self- checkout and afterwards asked about the respondents experience, we can provide the marketing world with new insights.

Statistics Sweden is an administrative agency that delimits built-up areas and produces statistics regarding them. The statistics provide information about the area of the built-up areas, their population number, number of gainfully employees working in the built-up areas, and of buildings. Now Statistics Sweden wishes to extend such statistics by producing a measure regarding how well developed the Service is in each built-up area.This study is a contribution to this statistical improvement work and the purpose is to ? by employing geographical information systems and cluster analysis ? classify the Swedish built-up areas according to 1) Service width and 2) Service degree. A particular built-up area has a high Service width if it has many different Service functions, such as pharmacies, schools and grocery stores.

Background: Literature regarding brand identity within the Service industry is relatively under developed. As a result one theory is used for both the Service and product brands, even though there is a significant difference between a product and a Service. As a result of this, the brand identity within the Service industry has consequences. Purpose: The purpose of this thesis is to contribute to the brand identity within the Service industry. This is done by focusing on how and why this work is done.

Inledning: Definitionen av begreppet Service är olika för de flesta människor på grund av de olika erfarenheter och förväntningar de bär med sig. Trots att det är svårt att fastställa betydelsen av ordet så är en god Service avgörande för eventföretagens framgång.Bakgrund: Vid värdering av Service finns det mycket att ta hänsyn till. För att ett eventföretag ska kunna ge sina kunder en god Service är det viktigt att de först vet hur de ska arbeta med den interna Servicen. Detta för att Servicemöten ska kunna hanteras på ett professionellt sätt av personalen.Syfte: Syftet med uppsatsen är att ta reda på hur eventföretag arbetar med sin interna Service och vad de anser att begreppet Service står för.Metod och material: Uppsatsen är baserad på tryckt litteratur samt vetenskapliga artiklar som berör ämnet Service inom eventbranschen. Som grund till studien har även fem semistrukturerade intervjuer utförts för att ta reda på vad eventföretag anser om ämnet och hur de arbetar med det.Resultat: I resultatet framkommer respondenternas svar på vad företagen de arbetar på har för syn på Service, hur de arbetar med det internt samt vad de har för strategier och målsättningar kring det.Slutsats: Företagen inom eventbranschen har liknande värderingar av begreppet Service.

Web Services are now a day often mentioned when speaking of systems communicating with each other online. This master thesis describes how we, with a grounded theory, developed a web Service from scratch and then used it to describe how to develop a method for this case scenario. The purpose of the web Service is to simplify the information exchange between Infra Gaming, which is the company who assigned this project to us, and their customers. This master thesis is not a guide to how you develop a web Service. It is a master thesis that describes how we, in three steps, solved the assignment from Infra Gaming and our problem, with a web Service..

Syftet med studien är att ta reda på vilka hänsyn som måste tas när underhållningsprogram, bl.a. de som är baserade på utländska format, produceras för att visas i Public Service-kanaler.I studien, som ....

In recent years, the digitalization and media convergence has increased, which has made the market for public Service- medias more competitive. Perhaps this is why public Service has chosen to communicate with recipients outside their own channels.The purpose of this quantitative study is to find out how students attitudes looks towards the fact that public Service are performing marketing communication. To find out, we conducted a survey, as 256 students of Linnaeus University in Kalmar answered. Together with the study we have used different theoretical references in order to analyse the responses from the survey, and obtain our conclusions.By analysing the empirical material we came to the conclusion that the majority are in favour of public Service performing communication outside its own channels. But we also noticed that the communication needs to be in a certain way for the students to be positive.

This thesis attempts to clarify the impact of cultural differenceson customer expectations of Service level. Furthermore, wewant to determine whether or not expectations of Service differenough to be quantifiable between two countries, Sweden andthe US, mostly regarded as similar in business practices. The conclusion showed that higher ratings on four of Hofstede?s five cultural indexes were associated with higher customer Service expectations overall, and in all four SERVQUAL dimensions. This research contributes to retail internationalization and customer expectations theory.

The deregulation during the last decade within the airline businesses have called upon a more fierce competition among airlines. This fact forces airlines to continuously focus on Service development in order to offer attractive solutions to satisfy customers changing needs and stay competitive. This paper focuses on Service development at Scandinavian Airlines. The aim of this case study is to examine the sources of information used in Service development and new Service development at Scandinavian Airlines. Further the aim is to examine whether information derived from customers can be shown to play a more important role in either Service development or new Service development.