Syfte och forskningsfrågor Syftet med studien är att undersöka hur resebyråer som har fysisk butik kan utveckla kundens medverkan för att stärka sin verksamhet. För att klargöra syftet har vi tagit fram följande forskningsfrågor:   Vilken roll har kunden utifrån resebyråernas perspektiv? Hur kan resebyråer utveckla sina digitala plattformar för ökad kundmedverkan? Vilka fördelar erbjuder den fysiska resebyrån för kunderna, som de digitala tjänsterna inte kan?   Metod Studien har utgått ifrån en kvalitativ forskningsmetod där vi har varit deduktiva i början av arbetet, därefter utgick vi ifrån en mer induktiv ansats. De teoretiska referensramarna är framtagna utifrån det insamlade empiriska materialet vilket vi fick in genom intervjuer.   Slutsats Digitaliseringen har medfört att fler bokar på egen hand via de digitala plattformarna och inte i butikerna idag. Detta har lett till att flertalet resebyråer har blivit tvungna att stänga ner hela, eller delar av sin verksamhet. Vi har dragit slutsatsen att det fortfarande finns en efterfrågan på det fysiska mötet mellan kund och säljare. Resebyråer använder sig därför av olika metoder för att locka till sig fler kunder till de fysiska butikerna för att stärka sin verksamhet. Genom en högre kundmedverkan i det fysiska servicelandskapet samt de digitala kanalerna, så kan de traditionella butikerna stärkas i kundernas medvetande, förhöjd upplevd kvalitet samt återkommande kunder.   Nyckelord Kundmedverkan, Digitalisering, Servicelandskap, Produktivitet, Upplevelse / Purpose and research questions The aim of this thesis is to examine how travel agencies with physical stores can develop the customer´s involvement to strengthen their business. We have developed following research question in order to clarify our purpose:   What role does the customer have from the travel agencies perspective? How can travel agencies develop their digital platforms to increase customer involvement? What benefits does the physical travel agencies offer to the customers that the digital services can not?   Method The study has been based on a qualitative research method where we had a deductive approach in the beginning thereafter we used a more inductive method. The theoretical reference frames are based on the collected empirical data which we received through interviews.   Conclusion The digitalization has led to more online booking through the digital platforms. As a result most physical travel agencies has shut down, but we can draw the conclusion that there still is a demand for physical meeting between the customer and the salestaff. Travel agencies use different methods to attract more customers to their physical stores in order to strengthen their business. We can conclude that, through a more active involvement in the stores and on digital platforms will lead to higher awareness perceived quality and recurring customers.   Keywords Customer involvement, Digitalization, Servicescape, Productivity, Experience

Purpose – The research purpose of this thesis project is to develop a framework that presents how project-based organizations can improve their knowledge transfer through the implementation of more digital solutions. Method – To fulfil the research purpose, the study took an exploratory and qualitative research approach. Due to the chosen approach, an abductive research strategy paved the way for a successful performance of this project. The data collection was conducted through 18 semi-structured interviews, where 12 of them consisted of interviews with various employees of the case study organization and six semi-structured interviews with purposely selected customers of the organization. The conducted data was analysed through the thematic analysis method. Results – The results consist of an in-depth understanding regarding how project-based organizations can improve their knowledge transfer processes and benefit from increased implementation of digitalization. The conducted data lead to the development of a framework that include guidelines and next steps for implementing more digital solutions for improved knowledge transfer and an increased organizational knowledge base. Theoretical contribution – The theoretical contribution of this single case study is addressing the gap of the research on temporary organizations such as project-based organizations and their knowledge transfer processes. By connecting project-based organizations’ knowledge transfer processes to the eminent phenomenon, digitalization, this study also contributes to the inadequate research area of how project-based organizations can utilize the benefits of a higher implementation of digital solutions. Practical implications – The findings are based on an organization within the area of consulting and professional services. Hence, the findings are intended to be general guidelines how digitalization can be beneficial for all types of project-based organizations. The overall findings present how successful assimilation of knowledge is enabled through utilization of digital solutions, routines of knowledge transfer and that each project participant is granted enough resources.

This thesis examines what impact digitalization can have on the trustworthiness of the leader through the lens of managers and employees in Dutch start-ups. The study explores the intersection set of trust, leadership and digitalization. As there was no prior research on the research issue at hand, a model that incorporated a process of trust and its interaction with digitalization has been constructed by the authors. The model relied on previous research on models of the trust process and characteristics of digitalization in the light of leadership. First a theoretical framework is built through a literature survey. A qualitative inquiry through interviews was carried out in order to be able to analyze the trustworthiness of the leader. The objective of the authors during the research was to document how leaders and followers perceived a trustee (leader) in a trust process with digitalization involved. The analysis revealed that even though digitalization has pervaded our lives; its impact on the trustworthiness of the leader has remained limited so far. Empirical data from this research indicated that the impact of digitalization on the three attributes of trustworthiness of the trustee was the strongest: objectives and intentions, competence and integrity. There were also digitalization related implications that could be drawn from the accounts of the interviewees. Thesis findings contribute to a better understanding of the role of the leader in a trust process in digitalized organizational environments and encourage further research in the field of trust especially when digital technologies have become so pervasive in the work life.

Digitalisering präglar dagens samhälle, och då allt fler konsumenter blir digitaliserade framkommer fler incitament för företag att följa den digitala utvecklingen samt ta del av de nya möjligheterna. Digitalisering kan dock vara problematiskt att implementera i en verksamhet och lever inte alltid upp till företagets förväntningar. Företagens omgivning är under ständig förändring, och icke-finansiella mål, så som hållbarhet och image, blir allt viktigare mål att fokusera på för att uppnå finansiella mål. Uppsatsen avser att undersöka hur företag som bedriver butiksverksamhet kan påverkas av att införa digital teknik i verksamheten, och svara på frågeställningen: Hur kan digitalisering i en butiksverksamhet bidra till att förverkliga företagets mål? Syftet med undersökningen är att ge en inblick i hur digitalisering i butiksverksamheter kan påverka företag. För att undersöka detta har den empiriska inriktningen avgränsats till ett aktuellt digitaliseringsprojekt: digital kvittohantering. Inriktningen uppkom efter mindre förstudier som gjordes för att förstå huruvida det kan finnas en problematik i den svenska butikshandeln kring papperskvittohantering. Undersökningen bygger på en fallstudie som utfördes på företagen Axfood och Findity. Både företagen utvecklar och erbjuder, eller kommer att erbjuda, digitala kvittotjänster till sina kunder. Semi-strukturerade intervjuer användes för att få en mer djupgående beskrivning om hur företagen utvecklar sina digitala kvittotjänster. Sekundärdata har även använts, dels Axfoods årsredovisning, för att förstå vad företagets mål med digitalisering är, dels en kalkyl från Findity för att få en inblick om hur effekterna av digital kvittohantering kan jämföras mot papperskvittohantering. Den teoretiska referensramen utgår ifrån 4 dimensioner som bör beaktas i digitaliseringsstrategier i företag: Användandet av teknik, Förändringar i värdeerbjudandet, Strukturella förändringar samt Finansiella aspekter. Resultatet av studien visar att båda fallföretagen avser att påverka icke-finansiella aspekter med digitala kvittotjänster. Dock föreligger det skillnad mellan fallföretagen, dels i utformningen av tjänsterna, dels i den förutspådda påverkan som de digitala kvittotjänsterna kan påverka företagen finansiellt. Slutsatser som dras från undersökningen är att digitaliseringens påverkan på ett företag beror på hur digitaliseringsprojekten utformas, och utan starka finansiella incitament från ett visst digitaliseringsprojekt kan detta avfärdas eller skjutas fram, och andra digitaliseringsprojekt kan prioriteras. Digitala kvittotjänster kan, beroende på utformning och omfattning i verksamheten, bidra till att uppfylla finansiella såväl som icke-finansiella mål, men är mest förknippat med icke-finansiella faktorer. / Digitalization creates opportunities as well as possible threats for companies, whether they choose to implement it into their businesses or not. As demands from stakeholders and markets develop in line with new digital ingenuity companies have further reasons to adapt to these changes and adapt to the increasing non-financial demands from their stakeholders. This paper aims to give the reader an understanding on how company strategies and objectives can be achieved through retail businesses with digitalization in the sales process. Our theoretical framework explains four primary dimensions for digital transformation strategies, where both internal and external factors of the company need to be evaluated. It is also important to identify, understand, and address market and primary stakeholders needs during this process. Empirical research in the form of a case study have been conducted and focused on two companies that develops and offer digital receipts to their customers. The conclusion of this study is that companies can use digitalization, and digital receipts, in their business to aid their strategies and objectives. How financial and non-financial objectives are met depends on its extent in both development and implementation.

This thesis contains a proposal for digitization and data capture from invoices, including the process of scanning, and other specific processes associated with the digitization of documents.

Made available in DSpace on 2016-08-03T12:30:54Z (GMT). No. of bitstreams: 1 Flavio Aurelio2.pdf: 1854549 bytes, checksum: 8a0766663dbe7d6472e3ccfb838eae74 (MD5) Previous issue date: 2008-08-13 / The thesis works with the broadcasting technology in process of digitalization. Select the historical and fundamental marks that contribute to build one communication industry structure, characteristics demonstrated in debates and arguments around the digitalization of the sector. Through the description of the digital technologies to be used in that transition, it was able to identify the technological potentials that are social shaped in the acts of standardization of the technique, showing the limitations and the conservative face that one new technology could represent.(AU) / O trabalho trata da tecnologia de radiodifusão em processo de digitalização. Estabelece os elementos históricos fundamentais que contribuíram para a consolidação de uma indústria da comunicação, características demonstradas nos debates e argumentações em torno da digitalização do setor. Através da descrição das tecnologias digitais a serem empregadas na transição foi possível identificar os potenciais tecnológicos que são formatados socialmente nos atos pela padronização técnica, expondo as limitações e o teor conservador que uma nova tecnologia pode representar.(AU)

Hösten 2018 kommer den reviderade läroplanen att införas på alla skolor i Sverige. Denna innebär ett tydligare fokus på att eleverna i skolan ska utveckla en digital kompetens. Syftet med denna studie är att undersöka hur sex lärare i samhällskunskap i grund- respektive gymnasieskolan upplever digitaliseringen och de förutsättningar som finns gällande elevernas utvecklande av en digital kompetens. Detta görs genom kvalitativa intervjuer. Det framkommer att lärarnas upplevelser kring digitaliseringen är blandade. Alla lärare som deltagit i studien menar dock att de har förutsättningar att främja elevernas utvecklande av den digitala kompetensen. / During the autumn 2018 the revised curriculum will be introduced at all schools in Sweden. This implies a clearer focus on the pupils developing a digital competence. This study examines how six teachers in social sciences in upper- and upper secondary school experiences the digitalization and the prerequisites for pupils’ development of a digital competence. This is done with the method qualitive interviews. The result of the study shows that the teachers’ experiences of the digitalization are mixed. However, all teachers who participated in the study men that they have the potential to support the pupils’ development of a digital competence.

Precis som den privata sektorn är den kommunala sektorn i ständig förändring och utveckling för att möta invånarnas och brukarnas förväntan. Det saknas forskning kring den generelle uppfattningen och attityden bland de anställda i kommunen till de förändringsmodeller som finns inom dagens offentliga verksamhet idag. Denna kvalitativa uppsats studerar några olika infallsvinklar i en kommun kring arbetat med förändringsprocesser. Dessa infallsvinklar är kommunens generella uppfattning kring förändring, medarbetarens betydelse i förändringen, digitalisering samt motivation. Uppsatsen bygger på sju stycken djupintervjuer och fyra stycken styrdokument som finns inom en kommun i Sverige. Styrdokumenten handlar om medarbetarskap, ledarskap, digitalisering och förändringsprocesser. Det denna uppsats tenderar att påvisa är att det finns en generellt god inställning och attityd att arbeta med olika förändringsmodeller som är lämplig för offentlig verksamhet. Att det finns en möjlighet för kommuner att arbeta med liknande förändringsmodeller som den privata marknaden använder sig utav men att det dock måste ske en anpassning för att matcha en organisation som är styrd av politiker, budgetar och lagar. Det denna uppsats också tenderar att påvisa är att det finns ett intresse från medarbetarnas håll att arbeta med förändring. Uppsatsen tenderar att visa att även fast ledningen kanske är allt för intresserad att arbeta med förändring så kan medarbetare vara de. Att arbeta med digitalisering är en framtida nyckel även för kommuner för att möta brukarnas framtida krav. Att det är viktigt för kommuner att fortsätta sitt arbeta med e-government. När det kommer till motivation så tenderar uppsatsen att påvisa att det är möjligt för en kommun att arbeta med yttre motivation och att det finns ett intresse från ledningens sida att arbeta med det. Däremot att det precis som tidigare forskning kring yttre motivation visar sig vara svårt att få det att fungera i praktiken och att medarbetarna upplever det som demotiverande istället. / Just like the private sector the public sector is in constant change to develop and adapt to the higher needs that the people and the citizen have. There is a gap of research about the general perception and attitude of the employees in the public sector to the change models that is in use in the public sector. This qualitative report studies a number of different angles in the public sector about working with change. These approaches are the general view of the municipality about change, the employee's significance in the change, digitization and motivation. The report is based on seven deep interviews and four control documents. The control documents are about employee leadership, leadership, digitization and change processes. What this report tends to show is that there is a generally good attitude to work with change models that are appropriate for the public sector. There is possible for the public sector to work with similar models of change that the private market uses, but that there must be an adaptation to match an organization that are controlled by politicians, budgets and laws. What this report also tends to show is that there is an interest from employees' to work with change. The report tends to show that even a lack of interest from the leaders to work whit change, it is possibly that the employees still are interested to work whit change to make a better job against the customers. Working with digitization is a future key for the public sector to meet the citizens future demands. That it is important to continue their work with e-government. When it comes to motivation, the report tends to demonstrate that it is possible for public sectors to work with external motivation and that there is an interest from management to do so. On the other hand, like previous research on external motivation, it appears to be difficult to make it work in practice, and from an employee’s perspective it as demotivating instead.

This thesis aims to study how the top management and employees in banks experience their work with customer e-loyalty in digital settings, both individually and in relation to each other. Today's bank customers desire freedom in where they conduct their business and do at the same time require a deeper personal relationship with their bank advisors. The adjustments to balance these two requirements have been a challenge for many banks. While satisfied customers often create loyalty, banks in Sweden have during the recent years experienced decreasing customer satisfaction. The digitalization within the banking sector will continue to have a big impact on the relationship between banks and their customers. By adapting a qualitative approach, the thesis aims to contribute with knowledge of how the top management and employees work with and perceive the impact digitalization has on e-loyalty. The thesis provides academic contributions, such as the insight in how top management and employees in two of Sweden’s biggest banks perceive their work with customer e-loyalty. The second contribution to the literature is a suggestion to development of the 8C model. The practical contribution is what the top management in banks should consider when mediating e-loyalty strategies to employees

This study investigates how different governmental agencies in Sweden defines digitalization and how they include democratic values in the context of the digital process. The aim is also to look into if and how the authorities work to balance the digital divide in the work of digitalization. To obtain the purpose of this study, following questions was asked: • How do the authorities define digitalization in their internal work in relation to citizens? • What are the similarities and differences in how the authorities involve the democratic values of integrity, rule of law and efficiency in the digitalization process? • How do the authorities work to level the digital divide in society? The method used in this process is a qualitative study where the empirical material has been collected from policy documents and interviews. The gathered material has then been analyzed with a comparative analysis. The main conclusions are that the agencies defines digitalization differently. As for the democratic values, there are more similarities than differences within the authorities. Considering the digital divide they work with inclusion and strives to retain analog services as long as the citizens requires it.