The application of performance-based pay system among enterprises is becoming more frequent. Performance-based pay systems is used by organizations in hope of increasing productivity and have become more flexible. Employees may perceive the performance-based salary as a motivator or a threat depending on lifesituation and personality. At a perceived threat, the employee may become stressed. Work-related stress has become a serious social problem that can have consequences for both companies and individuals.

Syftet med vår uppsats var att utreda behovet av multilingvistisk kundservice på den svenska marknaden samt att studera hur företag hanterar kunder med icke-svensk bakgrund. Vårt sekundära syfte vara att undersöka affärsmöjligheter för ett multilingvistiskt call center. Uppsatsens teoretiska ramverk består av kundbaserad teori, där teorier kring Customer Relation Management, kundservice, call center, kommunikation och multilingvistik har använts för att konstruera vårt teoretiska ramverk. Analysen av empirin har i sin tur skett mot det teoretiska ramverket. Metoden som tillämpades i studien är kvalitativ med en hypodeduktiv och induktiv ansats.

Syftet med denna uppsats var att beskriva hur call centrer kan styra sin personal och identifiera hur avvägningen mellan inre och yttre effektivitet påverkar styrningen, samt att jämföra svensk och brittisk personalstyrning. För att besvara syftet har vi gjort fallstudier på två call centrer där vi genomförde personliga intervjuer med respektive platschef. För att ta reda på branschens arbetstagares synpunkter på personalstyrningen genomförde vi en intervju med deras fackliga ombud. Resultatet av vår empiriska undersökning jämförde vi sedan med hur den brittiska personalstyrningen beskrevs i teorin. Vi kom fram till att personalstyrningen karaktäriserades av prestationsmätning, regler och kontroller.

To have motivated employees is important for companies so that they are able to keep valuable competence within the organization. This report treats a relatively new concept for increasing the motivation of employees. It is however, a concept that gets more and more attention. It is called gamification.Gamification is defined as ?using game design elements in non-gaming contexts?, i.e.

When an error occurs in an IT system that is vital for the production of a major industry, the consequences can be great. To quickly identify and correct errors is important as a stop in a system can lead to a break in production, which is costly for the industry. Our task in this thesis has been to develop a system for ÅF that facilitates the debugging process of the system Paperline. The system's target audience is ÅF-call personnel that provides support for Paperline 24 hours a day if something goes wrong. The system consists of a Windows service, a database and a web application and is developed mainly with the techniques C#.NET, MVC 5, Google Charts, Javascript, HTML, CSS, and Entity Framework.

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.

The effect of the salary system and age on the internal and external motivationThe purpose of the study was to examine how a fixed salary with commission and only a fixed salary, and age affect the internal and external work motivation of sellers. This was studied by a questionnaire and participants were sellers in the Call center industry in Sweden. In total there were 112 sellers from nine different companies that responded to the survey. The respondents were divided into groups based on pay systems and age. The measuring instrument used was the Work Extrinsic and Intrinsic Motivation Scale which classifies the motivation of internal and external based on six subscales.

Writers: Johan Lundqvist Eriksson and Elin SandbergSupervisor: Stig AnderssonEnglish title: Allocation of revenue in the hospitality industryKeywords: Revenue allocation, cost allocation, profit center, Du Pont model, taxes and manipulation of data.Date: January 2012Since the taxes for food and lodging has been different in Sweden for many years, the hospitality industry has come up with a way to save money on tax paying. When private customers stay for a weekend where the meals are included, the business is placing more than the relevant revenue on the lodging part, which has the lower tax. Because of this the results has improved and tax money has been saved. Now when the Swedish government has decided to lower the tax on food to the same level as the lodging, the chances for correct revenue allocation arises. When we approached the hospitality industry with our problem area a big interest was showed from the head chefs. They now see a chance to get more income on the meals and through this be able to show better results towards the owners.Two hotel managers at two different hotels and their head chefs were chosen for interviews.

The purpose of this study is to investigate and describe what factors are most important to students when choosing training center, and how these factors affect the choice of each training center. We investigated this by performing a qualitative research and a quantitative survey of students at Karlstad University that trains at Friskis & Svettis and Sats in Karlstad. The results show that there are a number of important factors in the total customer experience that affects a student's choice of training center and that they also differ between a premium center and basic center. Our conclusion is that when a total customer experience concept consists of a core, core experience and peripheral experiences well linked into each other competitive advantages is created, resulting in more satisfied and loyal customers. .

We want to search knowledge in how teachers with a focus on after-school recreation centre estimate how their own competence is used in after- school recreation center and school and what expectations/apprehensions they have on their profession in the future. In our study we have asked teachers with a focus on after-school recreation center how they estimate that their competence has been used in after-school recreation center during the last three years. The method we have used to illustrate this is the Delphi method Nordänger (2009), where we interviewed eight respondents by e-mail. From the responses, we have found that teachers with a focus on after-school recreation center experience that their skills should get more attention in the school. They want to combine care and pedagogy that supports students' physical, intellectual, social and emotional development.

Syfte: Syftet med denna studie är att utreda vilka företag som lämpar sig för en implementering av ett shared service center. Metod: Under arbetets gång har en abduktiv ansats använts där det varit en kontinuerlig interaktion mellan teori och empiri. Det har gjorts en kvalitativ studie av ett fallstudieföretag med hjälp av intervjuer, facklitteratur och vetenskapliga artiklar. Slutsatser: De företag som är mest lämpade för en etablering av ett shared service center bör vara:? Stora ? de måste kunna uppvisa stordriftsfördelar? Multinationella ? centraliseringen till shared service måste få märkbar effekt? Expansiva ? realisera besparing i personalkostnader ? Lågkostnadsstrateger ? syftet med ett shared service center passar företagets paradigm? Förändringsvilliga ? det är ett stort projekt som måste stödjas av organisationen.

On-call work has increased substantially in the past 20 years in Sweden, not least in the public sector and most notably in health and social care. This thesis argues that the increase has considerable influence on the prospects of on-call workers in the public services to act as guardians of democracy. Based on theories of Lennart Lundquist, the results of this study show that on-call workers suffers from inferior opportunities to act as democratic guardians in particularly two matters. First; they have fewer prospects than standard employees of professionalism due to lack of education and capacitation. Second; on-call workers have inferior opportunities to protest against wrongs, due to no real formalized possibilities to inform and due to transactional psychological contracts.

Physical rehabilitation is a constantly growing field in veterinary nursing. To build a physical rehabilitation center for dogs you need personnel with adequate education and knowledge. In spite of good knowledge it can be hard to know which areas and equipment necessary for the work. It is of interest to describe how a physical rehabilitation center can be planned and which spaces and equipment to prioritize. In this study, data of different spaces and equipment for a physical rehabilitation center for dogs are presented and also the economical perspective is introduced as a background.

The purpose of this thesis is to examine how investments are justified in the Swedish data center industry, with a focus on cooling equipment. This is achieved through semi-structured interviews with 20 different interviewees. These interviewees represent different facets of the industry and facilitate an understanding of which factors, such as: investment costs, operating costs, reliability, environmental impact and the influence of external and internal actors, come into play and to which degree they impact the investment decision-making process. The results show that primarily low operating cost in the form of low energy consumption is the driving factor when it comes to the procurement of new equipment. A lower environmental impact is a positive side-effect of lower energy consumption.

Partnering is a new and exciting way of cooperation in the Swedish construction industry. In countries like Denmark and the United Kingdom the concept has been developed during a number of years while the Swedish construction industry has been more reluctant.Partnering is seen by many as the solution to the problems that often occur in design and build contracts. Many others believe that it is a way for the big entrepreneurs to gain unfair advantage. Never the less the concept is fast getting more and more appreciation, especially in the region of Karlstad where many new buildings are built that way.We have focused on the new development of Carlstad Conference Center (CCC) which is currently built with a partnering concept. The main method that have been used in this thesis are interviews with personnel on different positions in the project.