460 uppsatser · sida 4 av 31
… discussion is based on a five-gap model, which is used to analyze the service quality in Akelius AB and to analyze the relation to their costumers. Empire: The findings show how Akelius experience costumer orientation in Brandbergen and the costumer’s perception of Akelius AB …
… Sweden. Keywords: SAS Braathens, mergers and acquisitions, employee behaviour, service quality, internal branding. Thesis purpose: The objective of this master thesis is to analyse employee behaviour in mergers and acquisitions in order to understand how opposing values might …
En uppsats om personalmotivation
… has been to analyse and discuss how motivation of the personnel affects the service quality in service companies. This has been done through two studies; a literature study with existing theories and an empirical study on the divisions of Lyckohjul and Shopping at Liseberg. In …
Ur ett lednings- och personalperspektiv
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 …
en diskursteoretisk analys av politiken som reglerar inehållet i public service
The aim with this study is to identify and discuss discourses in public service policy documents to clarify that public service policy is political and not self-evident. The study's theoretical as well as methodological starting point is the discourse theory of Laclau and …
Möjligheter och förutsättningar för personal och verksamhet att arbeta med bemötandefrågor på bibliotek.
… We were also interested in knowing how a library can work to become more service oriented and customer centred. We conducted six interviews with librarians located at three different libraries in Sweden. We used three theories to explain our aim. These are Jürgen Habermas theory …
En flerfallsstudie
… of control inspired by the private sector. The public agency is foremost a service provider where they interact with citizens in the service process. Swedish eldercare has significantly increased its expose to competition which means that eldercare can be executed not only by …
Agria Djurförsäkringar AB
It has become more and more common that companies in the service sector are beginning to understand their own effect on the environment and thus the need to contribute to a sustainable development through acting in a deliberate way. Serious environmental work can help a company …
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 …
en undersökning av dess kvalitet, servicenivå och tillgänglighet
… Riviera on the basis of tourist business perspective, and examine its quality, service and accessibility. Method: In this study we used a qualitative approach. The survey was conducted through structured interviews and a non-participant observation. Result and conclusions …
En kvalitativ studie om värdeskapande vid mänsklig och teknisk interaktion
… 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). A growing number of Swedish companies are implementing these self-service …
uppsökande verksamhet för funktionshindrade på Uddevalla stadsbibliotek ? en organisationsstudie
The purpose of this Master Thesis is to investigate the quality of the library service at the City Library of Uddevalla. In particular this thesis will examine the quality of the library service to people who are disabled. This applies particularly to the service to people with …
… results show that the forest owners are interested in a complete package of services with high quality, which they can affect. They are also interested in a forest management plan, forest planning and good forest consulting as well as education in silviculture, nature …
En fallstudie av företaget Ving och dess kunder
… of this thesis is to compare if a charter company's attitude and vision of service can be reconciled with the attitudes and visions that the customers have in the same area. In order to carry out the study a qualitative approach is used. The data has been collected by …
… is also a problem for network operators who want to offer better quality of service to some of their customers. This master thesis will discuss some of the theories behind the implementation of quality of service schemes in an IP network and also provide an example of how to …
