I den hÀr uppsatsen kommer fenomenet god service att studeras utifrÄn snabbmatsrestauranger. FrÄgestÀllningen som uppsatsen behandlar Àr: hur fÄr företag servicemotvillig personal att leverera god service? Uppsatsens syfte Àr att beskriva hur företag inom snabbmatsbranschen arbetar för att motivera och utbilda oerfaren personal för att kunna leverera god service. DÄ uppsatsen skapat ett nytt empirisk begrepp började studierna ute pÄ fÀltet. FÀltarbetet bestod av observationer samt intervjuer med bÄde restaurangchefer och frontlinepersonal pÄ snabbmatsrestauranger.

The characteristic of services as an effort carried out in a "moment of truth" implies a risk for failures. This study sheds new light on how alternative offerings that customers are initially exposed to can affect satisfaction and loyalty in the service failure and recovery context. More specifically, two aspects of the initial offering are studied: promised general service quality and the presence of a promise about a specific product attribute. Based on a presentation of the main theoretical perspectives, hypotheses are formulated and a scenario-based experiment in a hotel setting is designed to explore these. The results indicate that a higher level of promised service quality can result in more positive evaluations of satisfaction and stronger word-of-mouth intentions than for a lower level of promised service quality.

We are two students of Horticulture management with marketing profile, now doing an extended course in Business Leadership within horticulture and agriculture. During our 2 years of studies we have used the same company once before, and this project is an expansion of a previous piece of work. We decided, in agreement with the company, to use an inquiry for our study. For this we have contacted 290 of the company's already existing customers. The primary purpose of the survey is to analyze the service offered by the company.

This report describes the development of a RESTful web service for mobile applications. The web service makes resources from an existing system called kompetensdatabasen ("the competence database") available. Kompetensdatabasen holds information about the capabilities of consultants and about assignments carried out at the IT consultant business Nethouse AB.The web service was developed according to the principles of REST and ROA (Resource Oriented Architecture) which puts focus on making resources available. The resources are made available through the HTTP protocol and the methods associated with it. This means it was designed to use the same technologies as the world wide web.

Syftet med denna uppsats Àr att genom intervjuer med tre medelÄlders kvinnor, ta del av deras upplevelser av Adventsmarknaden och friluftsmuséets Lilla Julmarknad i Gamla Linköping. Genom intervjuer och deltagande observation vid marknaderna undersöker jag pÄ vilket sÀtt informanterna besöker en marknad och hur deras syn pÄ shopping och service styr deras besök. Uppsatsen belyser hur de shoppar nÀr de besöker en marknad, hur de ser pÄ service och hur detta pÄverkar deras upplevelse. Slutsatsen av denna studie Àr kortfattat att de besöker marknaden, och shoppar pÄ tre skilda sÀtt. De definierar och uppskattar service pÄ olika sÀtt och handlar olika typer av varor.

The aim of this Masters thesis is to examine the user service discourses in the field of public libraries that can be identified in four Swedish library journals. Also which underlying causes that control the discourses and the consequences of them are examined. Questions in this study are: which discourses can be found, what characterises them, what kind of different discourses concerning technology in society control the user service discourses and what are the consequences of them. The theoretical starting-point is Ernesto Laclaus and Chantal Mouffes discourse theory. The method is text analytic.

Det har under senare Är flitigt debatterats om Public Service vara eller inte vara. Vissa hÀvdar att Public Service Àr en förÄldrad kvarleva av monopoltiden som borde avvecklas och att TV-utbudet ÀndÄ skulle hÄlla en hög kvalitet. Andra dÀremot menar att Public Service idag Àr ?viktigare Àn nÄgonsin?. Vad man Àn tycker om programutbudet som SVT, SR och UR har kan man inte förneka att det ligger mycket tid och arbete bakom deras produktioner.Uppsatsen behandlar Àmnet Public Service i relation till det samiska programutbudet i Sveriges television.

The aim of our study is to explore the thoughts and beliefs held by the professionals who work with the sentence youth service for young offenders, and how they feel about the same.How is the sentence youth service perceived from a professional perspective? How does the concurrence look like between the police, the social services and the prosecutor, when it comes to young offenders? What kind of difficulties/challenges do the professionals see in the possibility to effect the sentence youth service?The study is based on a qualitative method. The data consists of seven semi-structured interviews with two police officers, four social workers and one prosecutor.The results of our study indicate that youth service is a good sentence for young first-time offenders; the study also indicates that concurrence between the different professions is a success factor; furthermore the study revealed that it was very difficult finding adequate working places..

This thesis is about the bookmobile service in Sweden of today. The purpose is to examine how the staff motivate the existence of the bookmobile. Other purposes are to study the goals of the service, to describe ?daily life? of the bookmobile, examine the changes of the service during the years and discuss possible changes in the future. The study is based on interviews with thirteen staff members from six Swedish communities, of both rural and urban character.

Service quality occurs in service encounters where both customers and employees come together in an interaction. It is therefore important that the staff give their best because the interaction usually takes place in real time, which is referred to as the moment of truth.The aim of this study was to find out how luxury hotels are working to ensure good service quality, and how the staff are motivated to deliver this service. We wanted to examine this from a management perspective, and an employee perspective. Information was gathered through various interviews, where the staff at the Hotel KĂ€mp in Helsinki and at the Sheraton Hotel Stockholm participated.Survey results show that employee motivation, training and empowerment have a significant impact to provide service in high quality. The results also show that the surveyed hotel, to certain level work in the same way, but it reveals some differences even when both hotels are part of the same concern..

Syfte: Att undersöka SVT Barnkanalens anstÀlldas syn pÄ public service och hur de anser att de tillÀmpar denna syn i sitt arbete.Metod: Kvalitativ innehÄllsanalys, intervjuer samt observation.Material: InnehÄllsanalys av Ätta dokument om public service, intervjuer med sex anstÀllda pÄ SVT Barnkanalen samt en observation pÄ SVT i Malmö.Resultat: Resultatet av denna studie visar att alla de sex personer som vi varit i kontakt med har sin egen syn pÄ begreppet public service och vad detta innebÀr i praktiken. Beroende pÄ vad respondenten har för yrkesroll pÄ SVT anges olika definitioner pÄ vad som Àr det mest centrala kÀrnvÀrdet inom public service-television. Kanalcheferna tycks ha en mer övergripande syn pÄ vad public service-uppdraget innebÀr för dess organisationer. Producenter, inköpare och programledare tycks dock ha en mer branschorienterad syn pÄ uppdraget och har sjÀlva plockat ut relevanta komponenter som passar deras yrkesroll. Vi anser att ingen syn pÄ public service-uppdraget Àr helt fullstÀndig, men adderar vi alla medarbetares tolkningar anser vi att hela public service-uppdraget representeras..

Med hjÀlp av filosofen John Rawls definition av rÀttvisa och David Beetham finner uppsatsen att dagens system med tv-licens dels skapar ett rÀttviseproblem och ett legitimitetsunderskott inom vissa grupper i samhÀllet. Dessa grupper Àr vad Rawls skulle kategorisera som de sÀmst stÀlld. RÀttviseproblemet uppstÄr p.g.a. det nuvarande systemet med en tvÄngsfinansierad avgift som inte tar hÀnsyn till mÀnniskors inkomster. För att göra systemet rÀttvisare i Rawls mening finns det tre alternativ, 1) avskaffa public service, 2) finansiera public service via skattesedeln och 3) införa en frivillig avgift i den mening att de som anvÀnder public service Àr de som betalar..

The aim of this paper is to examine how dyslectic adults define the service quality at the public library of Gothenburg. The purpose is also to investigate what level of service quality the library provides and which responsibilities the library has towards the dyslectics. Answers are sought to the following questions: - How do dyslectics perceive the service quality at the public library of Gothenburg and is that service quality satisfactory? - What responsibilities does the public library of Gothenburg have towards the dyslectics according to cultural policy documents? In this paper six persons have been interviewed. Of these, four are adult dyslectics, one works with people with special demands and the last one is the chief librarian.

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 Àr ett svÄrdefinierat begrepp. De gamla idealen handlar mycket om enmedieideologi som baseras pÄ etermediernas möjligheter och begrÀnsningar, vilket har skapatsvÄrigheter nÀr Public Service har letat sig ut pÄ Internet. Kritik frÄn bland annatbranschorganisationen Tidningsutgivarna ifrÄgasÀtter Public Service-företagens breddning pÄwebben. De anser att grÀnserna för vad Public Service-företagen fÄr och inte fÄr göra Àralltför otydliga.Med hjÀlp av fyra kvalitativa samtalsintervjuer (tre personer frÄn Sveriges Television samt enfrÄn Tidningsutgivarna), och med kvalitativa textanalyser av statliga propositioner ochutredningar angÄende Public Service-uppdraget undersöks hur Public Service-uppdraget ochdess medieföretag pÄverkas av medieutvecklingen.I uppsatsen jÀmförs resultaten med Anna Maria Jönssons tankar kring Public Service och denmedieideologiska inriktningen ?Social ansvarsideologi?.