Title: [Frontline bureaucrats discretion in the transition to Establishment Reform]This essay aims to study discretion among frontline bureaucrats as an important factor in the integration of immigrants. In contrast to other studies of discretion this essays has its focus on a new establishment reform that has been recently legislated. The theoretical frame is based on the concept of frontline bureaucracy developed by M. Lipsky (2010). In the analysis of the discretion in this specific area I have been inspired by I. Schierenbecks (2003) comparative study based on three different relationships a frontline bureaucrat has to take into account: regulations, the dual role and a relationship to the immigrant client. I have used a qualitative approach where I interviewed workers in two different employment exchange offices in the country. The results show that there is an opportunity to adapt the law to individual needs which meets the criteria for an extensible and flexible framework. All frontline bureaucrats find the dual role as debilitating where they feel torn between the organization's goals and the applicant's needs. When these needs conflict, the majority chooses to follow the employment services directives. Frontline bureaucrats in the study are sharing a disposal, problem- solving approach towards the immigrant clients. There is a perception among frontline bureaucrats on new immigrant clients as carriers of specific cultural characteristics, however, there is nothing saying that these perceptions affect the exercise of authority. This study expands further through the dimension of newcomers' opportunities in achieving active citizenship. In the essay I discuss the usage of discretion among workers at the employment exchange office and the new establishment reform as two factors playing a significant role in the activation of active citizenship for the new immigrants as well as in the integration of the same.

<p>In pace with a noticeably fiercer global competition and an increased customer awareness, today’s organizations are faced with vast requirements for higher productivity and stronger customerorientation. This transformation has denoted that human resources have become more and more accentuated, and a consensus has grown for the true power embraced within them. In Sweden, some few prominent leaders have distinguished themselves by being highly successful in reinforcing employee motivation, and their knowledge and experiences are priceless in the pursuit of utilizing the full potential of the workforce.</p><p>The purpose with this thesis is to study how ten of Sweden’s most successful and acknowledged leaders view and work with employee motivation and critically examine their standpoints. The purpose is furthermore to exemplify how other leaders can strengthen employee motivation through adapting these motivational suggestions.</p><p>Qualitative cross-sectional interviews were conducted for the empirical research, holding a hermeneutic and inductive research approach.</p><p>The respondent pool is comprised by both commercial leaders, as well as leaders from the world of sports. They range from being managers over purely service-focused organizations, to being founders of innovative product-producing organizations.</p><p>The major areas, which are touched upon are; general work motivation intrinsic/extrinsic motivation, communication, and lastly empowerment, responsibility and participation.</p><p>Four major areas influence employee motivation (The Society and Social Surroundings, The Organization and Business Environment, The Manager and The Employee). This is visualized in the “Four-Factor Model”.</p>

Purpose: The aim of the study is to gain a holistic understanding of the reflection ofemployee empowerment practiced in the customer's perception of service quality in serviceencounters. Research Method: Exploratory research method based on a single case study Results: Through the analysis of both primary and secondary data, it has been found thatemployee empowerment practice is reflected in customer perception of service quality through improved service delivery provided by empowered frontline employees. Research limitations: This is a single case study, which is confined to the activities of onesmall company related to the health industry in Mexico. The choice of conducting theresearch only focusing on one company ignoring others can not open a true reflection of theentire problem. Practical implications: The results may be applicable for companies which in some extenthave similar retailing and services activities. Originality/value: This research makes a contribution to the existing literature on employeeempowerment by adding relevant qualitative data.

Drawing on extensive empirical evidence, taken from a regional Employment Service, this PhD explores in depth, how frontliners cope with the experience of customers' violence on the frontline. Analysis of empirical data led to the finding that frontliners cope in a number of ways which were both collective and individual. The coping mechanisms used were influenced by the different organisational constructions of customer violence. This PhD has brought the emotional labour and the organisational violence literature together using insights from both to inform the other and aid understanding of not only organisational violence in general, but specifically the way that frontliners cope with the experience of customer violence. This is an aspect somewhat neglected in both the emotional labour literature and the organisational violence literature to differing extents. Although the emotional labour literature does examine ways that frontliners cope with the difficulties of customer service, it frequently fails to examine the interplay of the formal and informal organisation in influencing the means of coping used by frontliners and it has yet to consider the way that frontliners cope specifically with customer violence. The organisational violence literature tends to take the concept of violence as an unproblematic, objective term and ignores the fact that violence is a constructed subjective concept. I see this as problematic. The more interpretevist literature, which does recognise the polysemic nature of violence, only considers customer violence in passing. This literature completely fails to consider the part that the customer sovereignty plays in this violence, a significant omission, which I believe, has implications for our understanding of organisational violence. A number of theoretical points from this study have wider implications that are applicable to more than just the regional Employment Service explored. It was found that the customer sovereignty ideology played an important role in not only the ways that frontliners cope, but also in customer violence in general. Customer sovereignty underpinned the invisibility of violence and the concern for customers' well-being over those of frontliners. Both these findings were applicable to other frontline organisations. This study also found that the customer service ideology contributed towards conditions which fostered customer violence. This PhD also found that those with hierarchical power will be able, to some extent; to impose their construction of what is violent on those with less hierarchical power. However, this study emphasises the importance of human agency in arguing that those with less hierarchical power will still be able to contribute to creating organisational reality. Workers were not taken to be passive recipients of the dominant approach, but were helped shaped the construction of violence. This finding has implications for not only the construction of customer violence within organisations, but for the nature of power and the construction of organisational reality. This study has outlined many areas that need further consideration. The relationship between the customer service ideology and customer violence is currently under-researchedM. ore studies are needed examining this in different frontline settings, including both public and private sectors. Specifically, research is needed to consider the extent to which this ideology is used to justify customer violence and difficult frontline conditions in general. In examining the ways that frontliners cope with the experience of customer violence; this study integrated both the emotional labour and organisational violence literature. It is hoped that in using insights from both to inform the other, together with my own empirical research, this PhD has deepened understanding of not only the coping devices used by frontliners, but also customer violence in general.

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 employees Results: Both Malmö Aviation and Rica Talk Hotel are companies that put great emphasis on developing and maintaining a quality service culture within the organization. The main difference between Malmö Aviation and Rica Talk Hotel in service culture is that Malmö Aviation has a well established and well functioning service culture within the company, while Rica Talk Hotel is in the middle of a development process where they are reviewing their existing service culture. The new service culture has not yet been established in the company, and therefore there is a great development potential within education, motivation and empowerment of frontline employees.

There is a lack of anxiety relief methods used in the hospitality workplace. This study examines the effectiveness of two forms of anxiety relief through four different methods. The data collection took place in classroom environments at the University of North Texas and the University of New Orleans, both of which are located in southern USA. The independent variables are the recovery method, the mediator variables are restorativeness and emotional improvement, and the dependent variables are negative job affects, positive job affects, turnover intention, and job commitment. Professors were asked for some time during their lecture to conduct the experiment in a classroom environment during the students' class time. Eight classes were visited, with each class being exposed to a designated anxiety relief method. The anxiety relief methods consisted of using a virtual reality headset with sound, virtual reality headset without sound, nature pictures with sound, and nature pictures without sound. Results of 206 usable surveys indicated virtual reality recovery method evoked higher levels of restorativeness than picture recovery method. Restorativeness partially mediated the effects of positive job affects and job commitment. lastly, emotional improvement partially mediated the effects of negative job affects, positive job affects, and turnover intention.

The rise of global challenges, such as climate change, is pushing global governance to evolve. In result thereof, the traditionally state-centric diplomatic sphere is experiencing an increasing number of non-state actors entering the arena. Geoffrey Wiseman (1999) describes this phenomenon as the shift from traditionally bilateral and multilateral diplomacy to polylateral diplomacy. This study looks at how non-state actors can be fitted in frontline diplomacy in relation to sustainable development. By means of a qualitative, inductive case study of the Dutch embassy in the Philippines, it looks at how state actors perceive this non-state actor inclusion by means of data triangulation: a document analysis, semi-structured interviews and participant-observation. In particular, it zooms in on a specific example of multi-stakeholder partnership, which Sustainable Development Goals 17.16 and 17.17 hail as a tool for sustainability: the Manila Bay Sustainable Development Master Plan. Through the theoretical lenses of collaborative governance and the function-sensitive approach, this thesis concludes that the functions non-state actors can fulfil in the diplomatic activities of global governance vary depending on the three contingencies of time, trust and interdependence.

Purpose: The purpose of this paper is to examine whether hope as a personal resource moderates the relationships between job burnout and frontline bank employees' in-role and extra-role performances. Design/methodology/approach: Frontline employees of several banks throughout the Turkish Republic of Northern Cyprus serve as the study setting. Findings: Results of the study reveal that burnout is significantly related to frontline employees' in-role and extra-role performances and that hope moderates these relationships. Research limitations/implications: Though common method bias does not appear to be a potential threat to the magnitude of relationships, in future studies using multiple-informants (e.g. performance data from supervisors or customers) would be useful. In addition, replication studies among front employees in other countries would be beneficial for further generalizations. Practical implications: Management of the banks should consider the personality traits of the individuals during the selection process. This is important, since hope reduces the detrimental impact of burnout on performance outcomes. Management should also retain employees high in hope, because such employees can create a positive work environment and serve as role models to their colleagues with low hope. Originality/value: Empirical research in the banks services literature pertaining to the effect of hope on extra-role performance and hope as a moderator of the impact of burnout on in-role and extra-role performances is scarce. Therefore, this study adds to the literature in this research stream by investigating the aforementioned relationships.

Purpose: The purpose of this paper is to examine whether hope as a personal resource moderates the relationships between job burnout and frontline bank employees' in-role and extra-role performances. Design/methodology/approach: Frontline employees of several banks throughout the Turkish Republic of Northern Cyprus serve as the study setting. Findings: Results of the study reveal that burnout is significantly related to frontline employees' in-role and extra-role performances and that hope moderates these relationships. Research limitations/implications: Though common method bias does not appear to be a potential threat to the magnitude of relationships, in future studies using multiple-informants (e.g. performance data from supervisors or customers) would be useful. In addition, replication studies among front employees in other countries would be beneficial for further generalizations. Practical implications: Management of the banks should consider the personality traits of the individuals during the selection process. This is important, since hope reduces the detrimental impact of burnout on performance outcomes. Management should also retain employees high in hope, because such employees can create a positive work environment and serve as role models to their colleagues with low hope. Originality/value: Empirical research in the banks services literature pertaining to the effect of hope on extra-role performance and hope as a moderator of the impact of burnout on in-role and extra-role performances is scarce. Therefore, this study adds to the literature in this research stream by investigating the aforementioned relationships.

Bakgrund: Covid-19 pandemin har påverkat hela världens hälso- och sjukvård. Sjuksköterskoromplaceras till olika Covid-19 avdelningar som bedriver akutsjukvård. Det finns en varieradkompetens och erfarenhet hos sjuksköterskorna men de arbetar tillsammans på frontlinjen föratt vårda allvarligt sjuka patienter med Covid-19. Sjuksköterskor som vårdar patienter medCovid-19 har en inverkan och god insyn på hur vården sett ut under pandemin. Det finnsfaktorer som är alarmerande vilket kan ha lett till att den personcentrerade vården varit och ärfortsatt åsidosatt. Syfte: Syftet var att beskriva sjuksköterskor vid frontlinjens erfarenhet och upplevelser av attvårda patienter med Covid-19 under pandemin. Metoden som användes för att kunna besvarasyftet var en allmän litteraturöversikt. Data insamlades genom två databassökningar viaPubMed och CINAHL Complete som i huvudsak är omvårdnadsinriktade. Integrerad analysanvändes som dataanalys. Resultatet utformades av sammanlagt 17 artiklar som besvaradesyftet av litteraturöversikten. Resultat: Det framkommer två huvudkategorier och sju tillhörande underkategorier. Det mestövergripande var att frontlinjens sjuksköterska kunde genomföra omvårdnad med hjälp av ensträvan efter vårdrelationen. Sjuksköterskans roll fick en ny betydelse samt att teamarbetetinom omvårdnaden blev framträdande. Det framkom även hinder för omvårdnaden underpandemin. Resultatet visar att det vårdrelationen försämrades, det fanns en bristandekompetens och erfarenhet. Frontlinjens sjuksköterska jobbade i en utmanande arbetsmiljömed både fysiska och psykiska påfrestningar. Slutsats: Vårdandet av patienter med Covid-19 var utmanande, pandemin visar brister i hälsooch sjukvården. Det finns olika faktorer som påverkar hur frontlinjens sjuksköterska kan ochutför sitt arbete. Den personcentrerade vården och patientsäkerheten var både reducerad ochåsidosatt. Även vid extrema omvårdnadsmiljöer som pandemin medfört, får inte en avspecialistsjuksköterskans kärnkompetenser glömmas bort. Uppkomsten av framtidapandemier är inte uteslutet vilket betyder att mer kunskap och beredskrapträning är sätt attförbereda specialistsjuksköterskor inför liknande scenarion för att minimera risken att kärnkompetenserna bortses. / Background: The Covid-19 pandemic has affected the health care of the whole world. Nurses are reassigned to various Covid-19 departments that provide emergency care. There is a varied competence and experience of the nurses, but they work together on the front line to care for seriously ill patients with Covid-19. Nurses who care for patients with Covid-19 have an impact and good insight into what care looked like during the pandemic. There are factors that are alarming, which may have led to the person-centered care being and still being neglected. Aim: The aim was to describe nurses at the frontline experience of caring for patients with Covid-19 during the pandemic. The method used to be able to answer the purpose was a general literature review. Data were collected through two database searches via PubMed and CINAHL Complete, which are mainly nursing-oriented. Integrated analysis was used as a data analysis. The results were designed from a total of 17 articles that answered the purpose of the literature review. Results: There are two main categories and seven associated sub-categories. The most general thing was that the frontline nurses could carry out nursing with the help of an aspiration for the care relationship. The role of the nurse took on a new meaning and the teamwork in nursing became prominent. There were also obstacles to nursing during the pandemic. The results show that the care relationship deteriorated, there was a lack of competence and experience. The frontline nurses worked in a challenging work environment with both physical and mental strain. Conclusion: The care of patients with Covid-19 was challenging, the pandemic shows shortcomings in health care. There are various factors that affect how the frontline nurse can and does her job. Person-centered care and patient safety were both reduced and neglected. Even in extreme nursing environments caused by the pandemic, one of the specialist nurse's core competencies must not be forgotten. The emergence of future pandemics is not ruled out, which means that more knowledge and emergency training is a way to prepare specialist nurses for similar scenarios to minimize the risk of core competencies being disregarded.