Service branding is a subject that has been excluded from the traditional branding theory. Our main purpose with this paper is to distinguish what characterizes service branding. To do this, we have looked in to both service marketing theory as well as branding theory. We have also looked at the existing theory concerning service branding. Six qualitative interviews have been performed to explain what characterizes service branding.

As self-service technologies become more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences between automated and interpersonal service encounters in the initial part of a service provision are examined in terms of customers? evaluation of the service encounter itself, overall satisfaction, as well as the service encounter?s impact on global evaluations and evaluations of other non-dependant service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the service.

Science center har visat sig vara en utmärkt plats för undervisning. Detta är en studie av på vilket sätt ett skolbesök på ett science center kan bidra till att målen för år 9 uppnås och om ett besök på ett science center kan utgöra ett komplement till den vanliga skolundervisningen. Särskilt studeras ämnesområdet astronomi och kosmologi (universum och vårt solsystem) i ämnet fysik. Undersökningen är gjord på Universeum i Göteborg. Metoden i undersökningen är intervjuer och observationer.

This bachelor?s thesis describes a qualitative case study of a public library as ?third place?, a place besides from home and workplace visited frequently for conversation. The subject is chosen because of the many roles of public libraries. The main query of the study is ?What view does the public library have of its role as third space and how does that relate to the way utilization of the public library as third place is seen??.

I dagens hårda globala konkurrens blir det allt viktigare för företagen att dra ner på kostnader och koncentrera sig på sin kärnverksamhet. Ett svar på detta är outsourcing som blir allt vanligare bland företag. De tjänster som outsourcas blir också mer kvalificerade, det kan till exempel vara en hel ekonomiavdelning. Detta sker dock inte helt utan problem, att outsourca något strategiskt viktigt som en ekonomiavdelning ställer stora krav på bra styrning. Undersökningen ämnar identifiera hur en gemensam styrning av en outsourcad ekonomienhet kan utformas, samt identifiera hur styrningen kan utformas för att tillgodose både det levererande och de köpande organisationernas mål.

Arbetslivet förändras och detta leder till förändringar av organisering och struktur inom organisationer. För att möta behov av flexibilitet, effektivitet och konkurrenskraft har nya sätt att organisera resulterat i nya ramar och strukturer för arbete med personalfrågor.  Dessa nya sätt att organisera har lett fram till nya roller och ansvarsfördelningar.I denna studie var syftet att skapa förståelse för hur HR- funktionens utformning påverkar chefers arbetssituation. Studien undersökte chefers upplevelser av HR-stödet i relation till arbetssituationen inom en organisation där HR-stödet bygger på ett service center, en expertenhet och HR business partners ute i verksamheten. Uppsatsen bygger på tio kvalitativa intervjuer med HR-medarbetare och chefer på Trafikverket.Studien visar att cheferna upplever ett tillfredställande HR-stöd från expertenheten och HR business partners. Samordningsproblem inom HR-funktionen ger dock effekter för både chefer och HR-medarbetare inom organisationen.

Bakgrund och problem: Intresset för internprissättning som styrmedel har ökat i taktmed den ökande förekomsten av större divisionaliserade företag. Dessa divisionaliseradeföretag består ofta av flera enheter som har resultatansvar, annorlunda uttryckt kan sägasatt enheterna fungerar som företag inom företaget. När enheter handlar internt medvarandra så kan det med andra ord uppstå situationer där det krävs en intern prissättningför att tydliggöra hur de enskilda enheterna presterar. Det ligger dock en svårighet i attidentifiera en optimal metod för att sätta de interna priserna. I teorin framgår även att detej finns någon optimal metod för att sätta internpriser, utan företaget bör söka efter denmetod som bäst uppfyller det företaget ämnar åstadkomma med internprissättningen.

Every business is subject to service failures. The process of correcting these failures and turning disappointed customers back into happy ones is called service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisfied. To further complicate things, service recovery is a process where you may have to correct errors of others - people beyond your control. The research field is relatively new and there are no turn-key solutions as to how to systematically work with service recovery.

In the 1940s the Swedish town planning was inspired by the English city development with the concepts of neighbourhood and community planning. In order to promote democratic development and solidarity the ideal would be to create community centers with full service. Community centers are part of the building of the suburbs during the postwar period. The buildings in Sweden from 1940 - and -50s were built with the intentions to be good homes for all regardless of income, class and status. Collective solutions to individual problems were characteristic of the Swedish policy during this time.

The aim with this study is to identify and discuss discourses in public service policy documents to clarify that public service policy is political and not self-evident. The study's theoretical as well as methodological starting point is the discourse theory of Laclau and Mouffe, which ontological position is that all meaning is constructed by discourses. In the studied material, two discourses have been identified in policy concerning the content in public service media. The responsibility-discourse construct meanings of what content the policy wants to see in public service media and in the quality-discourse meanings of how the content should be is constructed. Public service policy is consistent over the period that has been studied and the study shows that there is consensus in the parliament about the regulation of the content in public service media.

In the 90's the establishment of external trade centers had a strong growth in Sweden, primarily in large and medium cities. Gradually took smaller towns by this development. In larger cities with larger and growing customer base than in small towns were not affected by the trade centers heavily, but in the smaller towns where the customer base was smaller, there was a risk that it created a negative competitive relationship between external trade center and trade in the citycenter. In some cases, competition is a positive development for both the citycenter and external trade areas, but in some cases there was a risk that the center became impoverished. In such situation there are theories that the different variety of different types of goods should be at the center and in external trade center could lead to a balanced trade relationship.

Science center har visat sig vara en utmärkt plats för undervisning. Detta är en studie av på vilket sätt ett skolbesök på ett science center kan bidra till att målen för år 9 uppnås och om ett besök på ett science center kan utgöra ett komplement till den vanliga skolundervisningen. Särskilt studeras ämnesområdet astronomi och kosmologi (universum och vårt solsystem) i ämnet fysik. Undersökningen är gjord på Universeum i Göteborg. Metoden i undersökningen är intervjuer och observationer.

The main purpose of the present study was to collect Swedishnorm data for the comprehension scale of the Reynell DevelopmentalLanguage Scales (RDLS III) for the ages of 4:6-4:11. According to theBritish manual the degree of difficulty increases gradually and therefore theorder of the sections was examined to see whether this was the case inSwedish. The study also examined the relationship between the test resultsand shared book reading. A total of 88 children and their caregiversparticipated in the study. The participants were recruited from preschools inGöteborg and Mölndal.

The purpose of this thesis is to compare if a charter company's attitude and vision of service can be reconciled with the attitudes and visions that the customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by interviews, focus groups and observations. The framework is theories on the subject of customer satisfaction, quality of service at customer meetings, Self-Service technologies, quality assurance and gap in service.The study has concluded that the approach to service is relatively equal between the company and customers, but the future visions differ. Focus group participants have been thinking bigger and further into the future, while the company focuses more on specific functions.

The demand for shopping centers has increased in recent time and more shopping centers have been built. To become competitive shopping centers has evolved to become more than just a place for shopping. In the recent past Galleria Duvan in Karlstad has been run by foreign owners who has not been involved or renovated the shopping center. During the spring of 2011 AlbérFastigheter bought Galleria Duvan and they are now renovating and negotiating new deals with the tenants. Our problem has led us to the following question: How can a centrally located shopping center, such as Galleria Duvan, develop a strategy to strengthen their position on the market.