This thesis presents the question of a possible breakthrough for mobile payment solutions in Sweden. The way payments are made and the way cash is being used in the society is changing. To be accepted as an alternative method, if cash isn't king anymore, the new technology will have to acquire user acceptance. In this thesis a case study of Swish, a mobile payment solution for P2P-payments, is presented. The focus of the study is customer value and technology acceptance of the service.

The aim of this study was to examine how women in a voluntary organization, KRIS (C.R.I.S. Criminals' Return Into Society) express their experience of help and support from voluntary and professional organized social work. This was an empirically based study with, qualitative approach. The methods of data collection were unstructured interviews and participant observation.The central question was which importance KRIS possible may have in the process of the women's return into society from involvement in crime and drug abuse. What can KRIS offer that the professional organization can't?The findings were that mutuality, mutual aid or mutual help based on shared experiences is hard to replace with support from professional organized social work.

The aim of this study is to illuminate social worker?s perception of social class within the Swedish social service system. This study therefor examine if social class contributes to the production and reproduction of the client and what impact social class has on the interaction between client and social workers. The study was conducted with qualitative semi-structured interviews with social workers from three different departments of social service. The theoretical approach is Yeheskel Hasenfeld?s theory about moral practices in welfare organisations, Michael Lipsky and Roine Johansson?s theories about client construction and Pierre Bourdieu?s class theory.

The main aim of this master thesis was to see the process of an interactive online reference service from idea to final product. The reference service we have studied is developed and used by the Library of the National Institute for Working Life in Stockholm, Sweden and goes by the name phibi. Our goal was to review the whole realization process from the reasons why a service like this was created, how the service was introduced and implemented inside the organisation and finally what the result and consequences were for both the library staff and for the users of the service. Phibi is designed to be a tool that fosters communication between the library staff and the remote users where the users get the opportunity to be helped with their questions by the library staff although they are not physically present in the library. To understand the process we conducted a case study with 11 interviews of the library staff, the superior and the initiator to phibi.

This thesis seeks to investigate how Swedish first class hotels by use of IT can improve customer service and thereby increase the share of loyal guests. The authors have conducted a qualitative study predominantly consisting of an interview-based case study at one of Stockholm?s largest independent hotels. To get a broader and more generalized picture of the hotel industry four smaller studies at other hotels in Stockholm were also conducted. The findings suggest that the use of IT can improve the communication between the hotel and its guests and make possible a continuing relationship between visits that strengthens guest commitment.

Studiens syfte är att undersöka meningsskapande som ett socialpsykologiskt fenomen. Mer specifiktförsöker studien förstå vad som motiverar kundtjänstarbetarna på ett callcenter i västsverige, till attfortsätta arbeta med ett arbete som är lågavlönat, hårt reglerat och monotont.I studien kommer läsaren att få ta del av empiri baserad på tio livsvärldsintervjuer, därkundtjänstarbetare berättar om sina upplevelser av att arbeta i ett callcenter. Empirin visar attmajoriteten av kundtjänstarbetarna upplever sitt arbete ogynnsamt, då kundtjänstarbetarna sällan fårutvecklas eller självförverkligas inom arbetet. Flera kundtjänstarbetare finner heller inget tydligtsyfte med att göra sina arbetsuppgifter. Istället arbetar flera kundtjänstarbetarna för att få enekonomisk tillgång.

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.

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.

After repeated criticism of the social services about how they manage family care, the National Board of Health and Welfare decided to solve the problem by importing a model used in England (Integrated children's system). This was translated into Swedish conditions and named BBIC (Barns behov i centrum = Child?s needs at the center). Our study aims to investigate whether BBIC will contribute to more and more extensive follow-ups of children placed than before, with a focus on the child's best. This has been studied through qualitative interviews with six social workers who work with children investigations.

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.

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..

SAMMANDRAGDenna rapport är en del i ett examensarbete på byggingenjörsutbildningen vid Chalmers Tekniska Högskola. Som komplement till rapporten finns ritningar på idéförslag samt ett program som beskriver byggnadens nutida utformning samt kraven på en ombyggnad.I denna rapport utreder vi möjligheterna att bygga om den befintliga järnvägsstationen i Mellerud till ett modernt resecentrum, på uppdrag av Melleruds kommun. Rapporten behandlar flera olika grundläggande lösningarav utformningen. Med dessa som utgångspunkt utformas sedan de olika delarna i den bästa av de grundläggande lösningarna. Målet med rapporten är att utforma ett resecentrum som tillgodoser resenärernas behov.

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.