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.

This master thesis concerns the subject of a reference service named Book-a-librarian. The service makes it possible for the library-user to indulge in a subject with the help of a librarian after having made an appointment in advance. The main purpose of this thesis is to study the function of it. The methods used are a mix of literature and empirical studies to be able to comprehend and explain the practical nature of the service as well as placing the service in a theoretical framework. The empirical study is performed by a questionnaire, where librarians working with the service are asked to participate.

The thesis is aiming to investigate what happens in the customer-service worker interaction when the service worker is wearing religious attributes. In order to operationalize this the Muslim head scarf, hijab, is chosen as stimuli. Reviewing previous research and theory in this field, it is clear that people have a preference for people that they perceive to be like themselves, this is referred to as homophily. Further on, the study investigates the ethnicity dimension of the service worker customer interaction. Theoretical areas of attractiveness and color are also investigated.

In this study we have examined the possible quality standards and methods for applications with service workshops in the forest industry. The purpose of the methods presented here was to start the work of standarardising the maintenance service in the industry and be of use for service providers in their quality effort.The methods we used to accomplish the study were interviews and field visits together with a comprehensive literature research. Our results are presented in the form of four solution proposals: a standard based on existing SIS standards for terminology and key indicators, checklists that are filled in by mechanics with customer participation, the construction of a instructions database, and the implementation of the method 5s.We believe our suggestions can help the service providers in the four problem areas that we have identified: long term strategy, documentation, recruitment of competent technicians, and standard procedures in their operations. These improvements will be beneficial for both the service provider and the customer..

Uppsatsen skrevs i samband med Konsumentverket och undersöker hurKarlstadsbuss använder sig av service recovery i sitt dagliga arbete.Service recovery innebär att så fort en kund upplevt något negativt i samband med ett företagsmöte så ska denne få återkoppling i form av en ursäkt, pengar tillbaka eller någon annan typ av förmån. Lyckas företaget ge kunden detta så fort som möjligt så förhindrar det att kunden får en negativ bild av företaget som den sprider vidare till personer i sin omgivning.För att få djupare kunskap i ämnet har tidigare teorier om klagomålshantering, service recovery och hur företag kan motivera sina anställda till att vara mer serviceinriktade studerats.Syftet med den här uppsatsen är att studera hur service recovery används i ett kollektivtrafikföretag och hur det tillämpas i hela organisationen.Först studerades teorier inom ämnet och sedan gjordes en empirisk undersökning, uppsatsen är med andra ord uppbyggd enligt den deduktiva strategin..

In this thesis I have criticized traditional nationalism theories formulated by Eric Hobsbawm, Ernest Gellner, Benedict Anderson and Anthony D. Smith. The critique has been based on my belief that nationalism theories do not explain nations whose foundation is built on forward-looking, dynamic aspects such as economy, human and civil rights, and democracy. Traditional nationalism theories have been focused on historicizing perspectives whereas I want to draw attention to non-historicizing perspectives within the field of research. So far nationalism theories has had a shared past or a shared ethnicity as its focal point.

My aim is to examine the special form of interaction between users of the shut-in service and the responsible librarians. My purpose is to examine how mediating of literature can be pictured in correlation with shut-in services. How do librarians describe their experiences of the shut-in service? What roles of mediating can be perceived? How can interaction interpreted in the context of the shut-in service?The material was acquired by doing qualitative interviews of five librarians who works with shut-in service. This study is based on the theory of Åse Kristine Tveit.

The purpose of this essay has been to examine how the city of Helsingborg´s prevention of alcohol and drug use among youths is laid out. It has been of special interest to examine the youth centers (after school programs) preventive work with youths and its effects on frequency of alcohol and narcotics use among youths.The people we have interviewed are all involved in the three organizations: the youth centers, schools, and social services. The results showed that the youth center staff does not think that they work actively preventive against alcohol and narcotics. On the other hand, the staff at the youth centers points out that just keeping the youths in the neighbourhood and making them involved in the activities at the youth center, is preventary work. The staff at the social services points out that it is not the facilities that is part of the preventive work but the activities and the skill of the staff that is improtant for the youths..

Syftet med arbetet är att ta reda på vilken attityd lärare har till utomhuspedagogik generellt och specifikt, samt vilket syfte lärare har med ett besök på ett Science Center i detta fall SEA-U. Syftet är också att ta reda på vilken attityd pedagogerna på SEA-U har till utomhuspedagogik, samt vilket syfte de har med sin verksamhet. Det är en kvalitativ undersökning med intervju och observation som metod. Resultatet är analyserat med hjälp av fenomenografiska ansatser. Under studien kom det fram att SEA-U pedagogerna Pär och Martin anser att platsens och sinnenas betydelse för lärande är av stor vikt i utomhuspedagogik.

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.

Syftet med studien är att ta reda på vilka praktiska moment som genomförs i teknikämnet i grundskolans senare år, utifrån den gällande kursplanen i teknik. Studien bygger på enkäter, ställda till ett antal elever, lärare och science center i Sverige.Enkäterna tolkas utifrån en fenomenografisk ansats.Elevenkäten har gjorts för att få en inblick i hur eleverna ser på de praktiska momenten i skolan samt vad de i allmänhet tycker om teknikämnet.Lärarenkäten har gjorts för att få reda på vilka praktiska moment om görs samt vilken budget som finns att tillgå för teknikundervisningen. Dessutom har användandet av science centers beskrivits.Science centerenkäten har gjorts för att ta reda på hur ofta science center anlitas av skolor och vilka praktiskamoment som genomförs där.De slutsatser som kommer fram är att de flesta eleverna upplever de praktiska momenten som roliga samt att de flesta eleverna någon gång besökt något av de science center som finns i Sverige. I analysen av lärarenkäterna visas att 70 % av lärarna arbetar praktiskt trots låg budget. Utgångspunkten för upplägg av undervisningen är Lpo94 och ämnesintegration är vanlig.

The purpose of this essay was to find out how leaders in micro service firms practice HRM and identify which HRM related problems they experience in their leadership. A case study consisting two cases was carried out. The study has shown that leaders in micro service firms use a highly personalised, informal management and involve their employees in the firm?s development. The findings were that leaders of micro service firms do not have any theoretical knowledge of HRM practises because of lack of education.

Inom stadsplanering har vi sett att kvaliteten i det offentliga rummet har minskat under det senaste århundradet. Under 1960-talet utvecklades det, exempelvis, i Sverige en modell för stadsplanering med hänsyn till trafiksäkerhet, SCAFT (Stadsbyggnad, Chalmers, Arbetsgruppen för trafiksäkerhet), som strävade efter separering av de olika trafikslagen. Trafikseparering av de olika trafikgrupperna medförde samtidigt separering av funktioner och sociala företeelser i det offentliga rummet. Det gjorde att städerna präglades av rum avsedda för transport och inte för social interaktion med vackra och inbjudande platser att vara på. En motsatt modell har däremot utvecklats i andra länder i Europa.

This report is part of a Bachelor?s degree corresponding to 15 creditsat the Royal Institute of Technology, Stockholm. The work hasbeen carried out by Max Wikander, author of the report, supervisedby Lanie Gutierrez-Farewik and Erik Dijkstra.Gait analysis includes measurement, characterization and assessmentof human movement and is used to assess kinematic or otherabnormalities during gait. Center of rotation and the axis of rotationof a joint are fundamental parameters in motion analysis. However,the ability to create individualized analysis is limited by the lack ofaccuracy when these parameters are calculated.

The aim of this essey was to find out what kind of help problem gamblers can get at social service offices in the region Västra Götaland in Sweden. We also examined the knowledge regarding gambling problems at social sevice offices and who the head of the social service offices regarded having the responsibility for the question of helping problem gamblers. As a last question we wanted to know if the size of the population in the community had an impact on these questions. Central questions in our essey asked are:How much help does the social service offices in the region Väsra Götaland offer problem gamblers? Who has the responsabilety to help problem gamblers according to social service offices?What knowledge does the social service offices have concerning problem gambling?Does the population of the community have an impact on theese questions?This is a quantitative study made as a webbservey to the head of the social service offices in the region Västra Götaland.