Purpose: The purpose of this thesis is to compare and analyze Malmö Aviation and Rica Talk Hotel's service culture. This is done by examining three themes, the organizations ways of working with training, motivation and empowerment of frontline employees.Method: The essay is a case study-based qualitative research which mainly focuses on semi-structured, qualitative interviews with various people within the two organizations.Theory: The theoretical framework considers theory within two sections. The first section, the organizations importance in service quality, focuses on service culture or service climate and different management strategies. Section two, the employees? importance in service quality, focuses on three themes: training, motivation and empowerment of frontline employeesResults: Both Malmö Aviation and Rica Talk Hotel are companies that put great emphasis on developing and maintaining a quality service culture within the organization.

Public Service är ett svårdefinierat begrepp. De gamla idealen handlar mycket om enmedieideologi som baseras på etermediernas möjligheter och begränsningar, vilket har skapatsvårigheter när Public Service har letat sig ut på Internet. Kritik från bland annatbranschorganisationen Tidningsutgivarna ifrågasätter Public Service-företagens breddning påwebben. De anser att gränserna för vad Public Service-företagen får och inte får göra äralltför otydliga.Med hjälp av fyra kvalitativa samtalsintervjuer (tre personer från Sveriges Television samt enfrån Tidningsutgivarna), och med kvalitativa textanalyser av statliga propositioner ochutredningar angående Public Service-uppdraget undersöks hur Public Service-uppdraget ochdess medieföretag påverkas av medieutvecklingen.I uppsatsen jämförs resultaten med Anna Maria Jönssons tankar kring Public Service och denmedieideologiska inriktningen ?Social ansvarsideologi?.

Purpose: The purpose of this thesis is to compare and analyze Malmö Aviation and Rica Talk Hotel's service culture. This is done by examining three themes, the organizations ways of working with training, motivation and empowerment of frontline employees.Method: The essay is a case study-based qualitative research which mainly focuses on semi-structured, qualitative interviews with various people within the two organizations.Theory: The theoretical framework considers theory within two sections. The first section, the organizations importance in service quality, focuses on service culture or service climate and different management strategies. Section two, the employees? importance in service quality, focuses on three themes: training, motivation and empowerment of frontline employeesResults: Both Malmö Aviation and Rica Talk Hotel are companies that put great emphasis on developing and maintaining a quality service culture within the organization.

Vi har tittat på hur det amerikanska konceptet Service-Learning används på en svensk skola, Pilevallskolan i Trelleborg, hur och varför man valt att arbeta med det. Vi jämför också LPO-94 med resultatet av vår undersökning för att se om det är motiverat att arbeta med denna metod. Värdegrunden och en tolkning av denna är också av viss signifikans..

Today, the management concept of lean has stretched far from its origins in the Japanese automobile industry. When reaching the Swedish restaurant industry, the conditions for a successful implementation of lean change as a result of the high employee turnover and the significant amount of part-time employees characteristic for the industry. Combined with a high-end service profile, these workforce characteristics seem inconsistent with some of the basic principles of lean. By conducting a case study, this thesis aims to investigate the effects of a variable workforce on the enablers for a successful implementation of lean in a high-end service industry. Using a theoretical framework consisting of enablers for an implementation of lean in services, the study finds that the variable workforce inhibits an implementation of lean by complicating the effects of traditional training, as well as the possibility of understanding the lean concept at all levels of the organization.

A QUALITATIVE STUDY ON THE EXPERIENCE OF ESCORT SERVICE UNDER THE ACT (SFS 1993:387) SUPPORT AND SERVICE FOR THE DISABLED The purpose of this study was to examine the experiences of escort service under the Act (SFS 1993:387) concerning Support and Service for the disabled (LSS) for self-determination, participation and equality of living conditions. In the results of this study appears that the escort service fulfills its role in breaking the isolation of persons with disabilities. It gives a picture of the escort service is much more than to break the isolation of people with disabilities. The aspects that emerges is that escort service gives persons with disabilities the opportunity to develop their independence, increase their self-esteem and broaden their frames of reference through increased participation in community life. All users report that they experience autonomy in the choice and order of activities within their grant initiatives.

The main question this bachelor thesis aims to answer is how the public service program Tg1?s news broadcasts may look. The following questions were used to discuss thetendencies of the result: How can the distribution of the news categories appear in Tg1?sbroadcasts? Can the main news be considered as impartial and objective in its linguisticand pictorial representation?To answer the aforementioned question I chose to do a combined study, using aquantitative content analysis and a qualitative content analysis.To lead my research, I focused on two requirements underlined by public servicebroadcasters, namely, objectivity and impartiality, and diversity. The outcome shows thatthe diversity in Tg1?s broadcast is disproportionate and that the pictorial representation isnot impartial and objective without the linguistic part.

Background: Since the coining of the phrase lean production by Womack, Jones and Roos in 1990, this mass production system of Japanese origin has been implemented in a multitude of organizations throughout the world, the results being predominantly positive from a financial point of view. The possibly negative effects of mass production on worker motivation have been discussed since quality of work life became an important political issue in Sweden in the 1970?s. As the popularity of lean service is now increasing, there are still unresolved issues regarding the transferability of a mass production system to the service industry, particularly with regards to the motivation of service employees.Purpose: The purpose of our thesis is to study the lean system of a Swedish bank, SEB Way, from a management- as well as an employee perspective in order to describe how lean may affect the work motivation of service employees.Research procedure: The study is empirically based on observations and interviews on multiple hierarchical levels at SEB. We have conducted a total of 13 interviews with front line employees at SEB, with the central SEB Way team as well as two external lean specialists.Results: The study indicates that SEB Way has little direct influence on the intrinsic work motivation of the SEB front line employees, as work motivation was present prior to the implementation of lean.

In recent years, employees at large companies have started to demand that their employer should work more for good causes. The money the company wants to donate to charity is distributed mostly through a vote to decide where the money will be remitted. The purpose of this design case is to develop a design concept for a web-based donation service that involves all employees at a company. Furthermore, the authors of this study intends to explore how the motivation for employees of a company can be affected by participation in this service. In this design case, the service function, quality and concept was tested and evaluated.

International trade in services has increased over the past 30 years as a result of progress in information and communication technology, increased focus on services from the manufacturing sector and the establishment of trade associations.The international market for healthcare services, also referred to as medical tourism, is growing more and more. Patients increasingly seeking treatment at other countries healthcare systems because of long queues within their own country or because it exists better prices for the same care abroad. However, this type of service exports occurs at a limited extent in Sweden.The purpose of this study is to highlight and analyze the conditions for Swedish service companies to export healthcare services. This, includes the challenges and opportunities that exist to expand the exports of these services.The approach for this study has been in the form of interviews with two market actors and written responses, from the same interview guide, with three market actors. These market participants are the so-called Care companies which export healthcare services in various counties, and the membership organization Swecare who work with export promotion activities for its members in the Swedish healthcare sector.

This master of economics paper discuss that the globalization has lead to increasing internationalization among small Swedish IT- companies in the service sector. Sweden has a long history of foreign trade but in the beginning of the industrialization only large companies that produced goods answered for the foreign trade. Before, the Swedish companies begun their operations abroad in fairly nearby markets and only gradually penetrated far-flung countries. Now this is no longer possible. When small companies nowadays seek growth in other countries there is no time internationalize with the same approaches as before, especially when the company offers a service.

The outset of this thesis is to raise questions on how we design for the mobile context and the capabilities of smartphones. Not only the presentation but also the use of input and interaction between a service and a user.This work evolves around sign up forms and answers the question: How does the sign up process affect the holistic perspective of a digital service regarding usability and user experience? This thesis consists of a case studies, and design experiments conducted on Twitter, Instagram and Randos sign up processes to explore if and how the usability, and the user experience could be affected and im- proved.This concluded some important aspects to be considered when designing sign up forms for a digital service.The usability, and the user experience is not only affected by user interaction, and the choice of input method but it?s also affected by which data the service is requesting, and more important; if that data is motivated to request by the service..

Service förknippas av de flesta med ett personligt bemötande. Samtidigt strävar företagen inom servicesektorn efter att effektivisera sina tjänster och produkter. Samhället går med teknikens hjälp mot en mer rationaliserad utveckling. En följd av utvecklingen är självbetjäningskoncepten som ökar i de olika delarna av samhället.  Genom att låta gästerna göra mycket av det som tidigare utförts av personal minskar vikten av det personliga bemötandet. Det finns hotell som helt avskaffat det personliga bemötandet och ersatt det med självbetjäningsteknologi.

Denna uppsats handlar om hur Shared service (SS) inom den offentliga sektorn kan ses som en del av New Public Management (NPM). SS har beskrivits som ett verktyg för att uppnå de egenskaper som karaktäriserats som NPM, och denna uppsats syftar till att se ifall användandet av Shared Service inom den offentliga sektorn kan ses som en del av New Public Management. Genom en fallstudie på Kammarkollegiets Enhet för Administrativ Service har detta genomförts. Sekundärdata i form av rapporter har studerats samt intervjuer med direktören för Enheten för Administrativ Service Håkan Viberg har genomförts. Analysen visar på att detta fall i hög grad uppfyller kriterierna för NPM och motiven för SS, även om vissa skillnader har kunnat identifieras.

The progress in the field of technology is often described as massive and its development has had a great impact on the social development (Vetenskapsrådet, 2012). As a result of the digital evolution, there has been a change in the way customer and company interact (Normann, 2011). The traditional way for players to interact with each other required an interaction human to human (ibid), a mode of interaction that now can be replaced or supplemented by todays technology and often Internet-based solutions (Salomonson et al., 2013). These technological solutions, the technical interaction, are often referred to as self-service systems. These systems enables the customer to carry out the tasks previously performed by the company (Hilton and Hughes, 2013).