The essay's aim is to explain how responsibility distribution between private and public bodies, primarily within three important service areas, can be visualised in light of the fact that they have experienced different forms of readjustment. We have chosen to study this by looking at the restoration work taking place after the hurricane Gudrun swept across southern Sweden on January 8-9, 2005; and we have chosen to concentrate on the service areas of electricity- and telephone supply, and public transport. The responsibility distribution has been depicted by carrying out qualitative interviews with employees within both private and public bodies included in the restoration work. The conclusion produced is that there were obscurities in the formal responsibility distribution between private and public actors taking place in conjunction with the hurricane restoration work.In a deeper analysis, the result can be explained by a ?several hands? problem arising since the number of actors has increased as the public sphere has adopted leadership forms influenced by the private business sector.

This study concerns paratransit service in a relatively small municipality in Sweden. The aim of this study is to describe the user's experience of paratransit service. The question formulation is mainly built around the user's experience of paratransit service and their view on what impact paratransit service has on their lives. The empirical data consists of ten interviews with ten different paratransit service users with ages ranging from 25-95 years. The data has mainly been analyzed through concepts of independence, empowerment and trust. The result of this study shows that paratransit service in many ways can be described as a crucial part of the users' lives.

Title: Television in the Service of the Public - a Study of the Public Service Concept(Television i allmänhetens tjänst - en studie av public service-begreppet).Author: Daniel FärnstrandAim: To describe the ideals, or principles, that the Public Service Ideology or concept of Pub­lic Service is based upon. The two main questions the paper aims to answer are thus:· Which principles should, according to the theoretical norm, guide Public Service activity?· Which principles guide Public Service television in Sweden today, according to the actual guidelines for the Public Service organization SVT? Method / Material: A study of relevant literature is carried out. Further, the actual guidelines for SVT are summarized. The normative guidelines are then also summarized, and a compari­son is made between this summary and the actual guidelines for SVT.Main results: Although a comprehensive definition is hard to find within the theoretical frame­work, a summary of the theoretical ideal is carried out.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

Telefonen har under de senaste årtiondena blivit ett viktigt redskap i hälso- och sjukvårdens arbete med människor som söker hjälp och råd för medicinska problem. Telefonlinjer till Sveriges vårdcentraler inrättades allmänt på 1970-talet. En betydande del av sjuksköterskornas arbete på vårdcentral består av telefonrådgivning. Den vårdsökande prioriteras och hänvisas till rätt vårdnivå utifrån den bedömning som görs vid dessa samtal. Syftet med studien är att få kunskap om vad sjuksköterskorna upplever när den vårdsökande inte kan beredas tid trots ett medicinskt behov, då läkartiderna inte räcker till på grund av brist på allmänläkare.

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.

Background: During the 2000s, there has been an increased interest in studying business management and strategy implementation with customer focus in public organisations. To achieve business goals it is important to continuously work with strategies to meet customerdemands for increased efficiency and service. Purpose: The aim of the essay is to examine how to work on strategy implementation in a municipal real estate company from a management perspective in order to achieve overall goals. Method: The study?s methodology is a case study based on qualitative telephone interviews that were conducted with representatives in managerial positions from various levels of the company.

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.

During the past decade, consumer health information-centers have been developed at the hospital libraries in Sweden in order to meet the increasing demand from patients and their relatives concerning consumer health information. In 1993, the hospital libraries in Falun, Västervik and Karlstad launched a consumer health information database called PION. The aim of this Master's thesis is two-fold. My first aim is to describe and discuss the principles of user-oriented evaluation. In my attempt to convey the theoretical discussion into the everyday life of librarianship, my second and most important aim is to conduct a user-oriented evaluation of the database PION.