Syftet med denna uppsats var att undersöka hur chefer inom tjänsteföretag kan anpassa sitt ledarskap utifrån både medarbetare och chefers uppfattningar om motivation och ledarskap, för att i sin tur öka motivationen hos medarbetarna. Undersökningen utgår från ett flertal teorier inom ledarskap och motivation för inhämtandet av det empiriska materialet. Inom ledarskap användes Lewins tre ledarskapsstilar, transformativt ledarskap och egenmakt som teorier. Motivationsteorierna som användes var Maslows behovstrappa och Herzbergs tvåfaktorsteori. För att undersöka detta genomfördes en kvalitativ intervjustudie på Handelsbanken Uppsala City där tre chefer och sju medarbetare intervjuades enligt en semistrukturerad intervjuform. Resultatet av studien visade att chefer och medarbetare hade en relativt gemensam bild av ledarskap och motivation på arbetsplatsen. Medarbetarna ansåg att ledarskapet skulle vara begränsat i en stödjande roll och cheferna ansåg främst att individuell anpassning var nyckeln för ett bra ledarskap. För motivation tyckte medarbetarna att självständighet, individuella mål och karriärmöjligheter samt positiv återkoppling var de viktigaste faktorerna. Cheferna delade denna bild, men lyfte det individuella förhållningssättet för att motivera medarbetarna i sitt arbete. Deras slutsats var att varje individ motiveras av olika faktorer och detta bör beaktas. Studien resulterade i en slutsats där ledarskapet bör förhålla sig flexibelt och anpassat i form av ett transformativt ledarskap efter individerna på arbetsplatsen, för att öka motivationen hos medarbetarna.

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This thesis investigates Enterprise Resource Planning (ERP) adoption and implementation in Service Sector Organisations (SSOs). ERP is a business management system that has emerged to support organisations to use a system of integrated applications to enhance their Information Technology (IT) infrastructures, enhance business processes and deliver high quality of services. Regardless of the fact that several other sector organisations have adopted and implemented ERP systems, its application in SSOs is rather inadequate. Among other reasons, two core rationales can be attributed to the latter fact – firstly, SSOs lack the sufficient knowledge, expertise and training to implement such sophisticated integrated systems and secondly, the top management lacks the ability to take appropriate decisions for ERP adoption and implementation. However, merely focusing on a number of factors influencing ERP adoption and implementation may not be suffice, as there is a need for a systematic decision-making process for adopting and implementing ERP systems in SSOs. The limited number of ERP systems’ applications in SSOs has resulted in inadequate research in this area with many issues, like its adoption and implementation requiring further exploration. Despite, the implications of ERP systems have yet to be assessed in SSOs, leaving ample scope for relevance and producing a unique piece of research work. Thus, the author demonstrates that it is of high importance to investigate this area within SSOs and contribute towards successful ERP adoption and implementation. This thesis makes a step forward and contributes to the body of knowledge as it: investigates factors influencing the decision-making process for ERP adoption and implementation in SSOs, prioritises the importance of factors influencing ERP adoption and implementation, evaluates ERP lifecycle phases and stages, maps the ERP factors on different phases and stages of the ERP lifecycle, and in doing so, to propose a model for ERP adoption and implementation in SSOs. The author claims that such an ERP adoption and implementation process in SSOs is significant and novel as: it extends established norms for ERP adoption and implementation, by including Analytical Hierarchy Process (AHP) technique for prioritising the importance of factors, thus, facilitating SSOs to produce more robust proposals for ERP adoption and implementation. The author further assess the proposed ERP adoption and implementation model by using a qualitative, interpretive, multiple case study research strategy. Findings from two case studies demonstrate that such a systematic approach contributes towards more robust decisions for ERP adoption and implementation and indicates that it is acceptable by the case study organisations. The thesis proposes, assesses and presents a novel model for ERP adoption and implementation in SSOs and contributes to the body of knowledge by extending the literature.

This thesis focuses on how small to medium-sized management consultancies internationalise, as this is an under-researched area. Investigation focuses on identifying the factors that facilitate international market success for these small to medium-sized enterprises (SMEs), the challenges they encounter, and how those challenges have been overcome. The relevance of SME internationalisation theories is explored for SME management consultancies in the UK. The study is exploratory, phenomenological and framed within an interpretive research paradigm. Primary data was gathered qualitatively using multiple (9) case studies, collected principally through semi-structured interviews. This empirical research, one of the first to focus solely on SME management consultancies, finds the owner/founders as the key driver of internationalisation. Their past experience enables an international outlook and brings established networks to firm formation. The findings highlight the relevance of intangible resources: the firms’ skills, competencies and networking capabilities, as integral to successful internationalisation. Additional key critical success factors are niche market specialisation, firm reputation, firm location, ability for service provision modification and the role of technology. There are observed firm size-related differences in the challenges these firms face, with smaller-sized firms being more vulnerable to challenges from the external environment, including the 2008 financial crisis. Firms are able to overcome these challenges with the help of their networks. Other challenges stem from the firm’s service provision: difficulty in finding skilled staff and communication with clients. The findings suggest applicability for other knowledge-intensive firms. The research contributes to closing the gap in literature on how firms successfully provide services internationally and in so doing advances theoretical understanding of SME service internationalisation. This theory-building research demonstrates partial relevance of Stage Theory, Networking Theory, and Born Global Theory, but overall the resource-based view was found as the most relevant to understanding the internationalisation process of SME management consultancies. This sets a foundation for further research on the internationalisation process of other knowledge-intensive firms.

The growth of the service sector, after the Second World War, represented one of the changes brought by the Third Industrial Revolution. Nowadays, the service sector makes up the bulk of today’s economies around the world. However, too much emphasize on the development of the service sector, can be harmful for the economies in the long run. Therefore, the manufacturing sector should not be neglected, but developed along with the service sector. During the past decades, the manufacturing and the service sectors “worked” alongside through the servitization. The product and service integrations that manufacturers are offering, not only create additional value for the products, but also allow the manufacturers to expand their market share, gain higher revenues, attract new customers, etc. The development of the new technologies have enhanced and stimulated the product and service integration, which creates additional value. The additional created value is not beneficial only for the companies, but also for the customers, since it increases the customers’ satisfaction. Moreover, due to the creation of hi-tech products, the manufacturers include expertise and training as part of the integrated offers, which is a benefit plus for the customers.

Kandidatuppsats, Civilekonomprogrammet, Ekonomihögskolan vid Linnéuniversitetet i Växjö, 2FE24E   Titel: Belöningssystem ur olika perspektiv Författare: Mattias Brandt, Oliver Carlsson och Rasmus Lennartsson Examinator: Elin Funck Handledare: Anders Jerreling   Bakgrund och problemdiskussion: Den privata tjänstesektorn står för över halva Sveriges BNP och med en nedåtgående rörelsemarginal för denna bransch utgör ekonomistyrning en viktig funktion. Inom ekonomistyrning ingår flertalet olika styrmedel där belöningssystem utgör en del av företagens styrmix. Belöningssystem finns till för att styra och påverka anställda mot företagets övergripande mål och strategi. För att företag ska kunna styra i rätt riktning krävs det att de vet hur deras anställda motiveras vilket i sin tur leder till att de måste förstå hur deras medarbetare påverkas av olika slags incitament.   Syfte: Uppsatsens syfte är att beskriva och förklara hur säljare inom den privata tjänstesektorn styrs genom belöningssystem och hur detta uppfattas av de operativa säljarna. Detta för att utreda om det finns en överensstämmelse med vad som motiverar säljarna och vad dem belönas för. Vidare skall detta bidra med hur säljare motiveras genom sammansättning av monetära och icke-monetära belöningar.   Metod: Uppsatsen är strukturerad kring en kvalitativ metod. En komparativ studie med fallstudieinslag har genomförts där insamling av data skett genom semi-strukturerade intervjuer. Intervjuerna genomfördes på två försäljningsföretag inom den privata tjänstesektor som tillhandahåller finansiella tjänster.   Slutsats: Försäljningsföretagen har syften som baseras i att styra säljare till ökat värde av organisationen genom försäljning. Grunderna utgår ifrån finansiella mål och mätningar sker i form av antal försäljningar och volym på premien eller lånet. Det existerar i vissa fall även icke-finansiella mål till viss grad hos företagen. Formen av belöningar kommer främst i monetär form men är även till viss del kombinerat med icke-monetära belöningar. Det visar sig att de icke-monetära belöningarna såsom tävlingar, erkännande och beröm anses mer värdefulla av de anställda vid förändring av företagets storlek och miljö. Det visar sig att den personliga styrningen försvinner samtidigt med den icke-monetära delen av det formella belöningssystemet. Mottagarna upplever belöningarna på olika sätt beroende på om de drivs av yttre eller inre motivation. Det existerar många risker inom belöningssystem varav ett stort är att kombinationen av finansiella mål och icke-monetära belöningar inte alltid motsvarar den prestation som krävs för belöning. Nyckelord: Belöningssystem, contingency theory, tjänstesektor, motivation, belöningar / Bachelor thesis, Program of Master of Science in Business and Economics, School of Business and Economics at Linnaeus University in Växjö, 2FE24E   Title: Reward system from different perspectives Authors: Mattias Brandt, Oliver Carlsson och Rasmus Lennartsson Examiner: Elin Funck Advisor: Anders Jerreling   Background and problem discussion: The private sales area are accountable for more than half of Sweden's GDP, and with a downward operating margin this industry constitutes financial control an important function. Within financial management, a number of different instruments are included in which reward systems form part of the corporate governance mix. Reward systems exist to control and influence employees towards the company's overall goals and strategy. In order for companies to manage in the right direction, they need to know how their employees are motivated, which in turn leads them to understand how their employees are influenced by different incentives.   Purpose: The purpose of this study is to describe and explain how salesmen in the private sales area are controlled by reward systems and how these are perceived by the operating salesmen. The study is made to see if there is conformity between what motivates salesmen and what they are rewarded for. This shall further on contribute to how salesmen are motivated through financial and non-financial rewards.     Method: This bachelor thesis is structured around a qualitative method. A comparative case study where data has been collected through semi structured interviews. These interviews were made on two sales companies in the private service area who offer financial services.   Conclusion: The sales companies have objectives based on directing salesmen to increased value of the organization through sales. Fundamentals are based on financial targets and measurements are made on number of sales and volume of the premium or loan. In some cases, non-financial targets also exist to a certain extent among the companies. The form of rewards comes primarily in financial terms but is also partly combined with non-financial rewards. It turns out that the non-financial rewards such as competitions, recognition and praise are considered more valuable by the employees when changing the size and the environment of the company. It turns out that personal governance disappears simultaneously with the non-financial part of the formal reward system. The recipients experience the rewards in different ways depending on whether they are driven by external or internal motivation. There are many risks in reward systems, one of which is that the combination of financial goals and non-financial rewards doesn’t always correspond to the performance required for reward. Keywords: Reward system, contingency theory, private service sector, motivation, rewards

Die vorliegende Dissertationsschrift widmet sich dem Thema der Folgenutzung von Verfügungsflächen durch Dienstleistungen. Im Zuge struktureller Veränderungen der Wirtschaft entstehen zunehmend innerstädtische Verfügungsflächen. Die Städte verzeichnen gleichfalls eine Schwerpunktverlagerung wirtschaftlicher Tätigkeiten hin zum Dienstleistungssektor. Die vorliegende Arbeit untersucht am Beispiel Berlins die Folgenutzung innerstädtischer Verfügungsflächen durch Dienstleistungen. Im Hinblick auf die Flächennachfrage können für den Dienstleistungsbereich mit Hilfe einer statistischen Clusteranalyse zehn Verfügungsflächentypen identifiziert werden, welche durch Dienstleistungen folgegenutzt werden. Die Unterscheidung in die drei Bereiche wissens- und nicht-wissensintensive, konsumentenorientierte und technologiebasierte Dienstleistungen ermöglicht die Berücksichtigung jeweiliger Standortanforderungen und räumlicher Verteilungsmuster. Dabei konnten weitestgehende Übereinstimmungen mit den auf theoretischen Annahmen beruhenden Standortverteilungen festgestellt werden. Am Beispiel des Fallstudiengebiets Spreeraum Friedrichshain-Kreuzberg erfolgt eine tiefergehende Analyse zu den Einflussfaktoren auf die Standortwahl von wissensintensiven Dienstleistern auf Verfügungsflächen. Dabei können Standortfaktoren der Verfügungsfläche identifiziert werden, welche in direktem Zusammenhang mit der Standortwahl der Nachfrager stehen. Die Betrachtung der Mikro-Ebene und speziell der Verfügungsflächen wurde bisher in der empirischen Standortforschung vernachlässigt. Daher werden in einem abschließenden Schritt die gewonnen Erkenntnisse in einem Bewertungsansatz integriert, welcher die Folgenutzungseignung einer Verfügungsfläche am Beispiel von Dienstleistungen bestimmt. Dieser Ansatz dient der bedarfsgerechten Flächenentwicklung im Rahmen des Flächenmanagements. / This economic and urban geography doctoral thesis deals with the subject of the re-use of potential sites with services. Due to structural economic changes, an increasing number of innerurban potential sites develop within the city. Simultaneously a shift of emphasis within the urban economy takes place towards the service sector. The present thesis studies the re-use of innerurban potential sites with services, using the example of Berlin. // With regard to the demand for potential sites with services, ten types of potential sites could be identified using a statistical cluster analysis. As a result of the distinction in knowledge-, commercial and technology-based services, the respective location factors and spatial patterns could be considered. The data revieled a consistency between the patterns based on theory assumed and the actual spatial patterns. // Using the case study Spree-area Friedrichshain-Kreuzberg, an in-depth analysis is made to identify the influencing factors on the location of knowledge-based services on potential sites. Some of the characteristics of the potential sites are crucial for the location of knowledge-based services on potential sites. The consideration of the micro-level and specifically potential sites was disregarded for a long time in empirical location research. Finally the findings are integrated into an evaluation instrument, which indicates the suitability of a potential site for a re-use with services. This approach provides the basis for a development of potential sites, which is adjusted to the need of the demand.

Made available in DSpace on 2015-03-05T18:40:08Z (GMT). No. of bitstreams: 0 Previous issue date: 13 / Nenhuma / O setor de software e serviços é considerado estratégico para o desenvolvimento nacional, sendo uma das prioridades da política industrial do Governo Federal. Dentro deste cenário, é necessário que as organizações desenvolvam atividades de capacitação profissional observando especificidades da própria empresa alinhadas com as estratégias corporativas de acordo com o conceito de educação corporativa, no qual as ações de capacitação e desenvolvimento profissional dos colaboradores são alinhadas aos objetivos da empresa. Ao explorar a literatura sobre educação corporativa no setor de software e serviços foram localizadas poucas referências que relatem os desafios enfrentados por pequenas e médias empresas relativos a processos desta ordem, e também sobre o desenvolvimento de lideranças com o intuito de uma maior profissionalização da gestão em empresas do setor de software. Com essa motivação, a pesquisa teve o objetivo de identificar e analisar os desafios enfrentados por pequenas e médias empresas do setor de / The software and service sector is considered strategic for the national development, being one of the priorities of the political industrialist of the Federal Government. Inside this setting, it is necessary that the organizations develop activities of professional qualification observing specificities of the own company aligned with the corporate strategies according to the concept of corporate education, in which the actions of qualification and professional development of the collaborators are aligned with the objectives of the company. When exploring the literature about corporate education in the sector of software and service few references that relate the challenges faced by small and medium companies regarding processes of this order, and also about the development of leaderships with the aim of a bigger professionalization of the management in companies of the software sector were located. With that motivation, the research had the objective of identifying and analyzing the challenges faced by smal

Made available in DSpace on 2015-04-22T22:10:49Z (GMT). No. of bitstreams: 1 izabel.pdf: 5133966 bytes, checksum: 81bc090cf4739c9ffa486ed8ede553e1 (MD5) Previous issue date: 2013-07-23 / The quality since the advent of globalization has become one of the keywords most widespread in society. In the public sector is associated to the rapidity, reliability, precision and security, however, the general perception that the individuals have on the provision of public services in Brazil is not consistent with these adjectives quality. The literature suggests several tools to evaluate and improve the quality in services, but is subjective mechanisms predominate, which are summed to measure customer satisfaction. Admittedly, the quality has focused on the customer, but in the current Era of Quality is assumed that it is generated in the production process. Considering this gap, the question arose: how to optimize processes of the service sector, while focusing on quality improvement, especially processes executed in the public sector of education? To answer this question, it was adapted a model of analysis and processes improvement through the concatenation phases of Method of Analysis and Solution of Problems (MASP) with the phases of Design of Experiments. It was applied the proposed model in the Coordination of Integration Business-School (CIE-E) of IFAM Campus Manaus Donwtown, evaluating 397 records of stages finalized in the year 2012, where the duration of the process was portrayed as the villain. Thus, it was developed an experimental research characterized as exploratory and descriptive in nature and applied qualitative and quantitative approach. It was used Quality Tools for collection and evaluation of the data, as well the Nonparametric Tests for data analysis. Finally, supported on quality criteria and statistician identified that the combination high time load and no labour experience was the ideal combination of controllable factors that interfered in the records stage studied, resulting in lower process time, ie, it determined the optimal region. Thus, with this study, we evaluated the implantation procedure of statistical techniques in the service sector for the optimization and improvement of its processes. / A qualidade desde o surgimento da globalização tornou-se uma das palavras-chave mais difundidas junto à sociedade. No setor público sua concepção está associada à rapidez, confiabilidade, precisão e segurança, contudo, a percepção que os indivíduos têm sobre a prestação de serviços públicos no Brasil, não condiz com estes adjetivos de qualidade. A literatura aponta diversas ferramentas capazes de avaliar e melhorar a qualidade em serviços, entretanto predominam-se mecanismos subjetivos, que se resumem a mensurar a satisfação do cliente. É certo que, a qualidade tem foco no cliente, mas na atual Era da Qualidade assume-se que ela é gerada no processo produtivo. Considerando esta lacuna, surgiu o questionamento: de que forma pode-se otimizar processos do setor de serviço, mantendo o foco na melhoria da qualidade, em especial os processos executados no setor público de ensino? Para responder tal pergunta, adaptou-se um modelo de análise e melhoria de processos, através da concatenação das fases do Método de Análise e Solução de Problemas (MASP) com as etapas de Planejamento Experimental. Aplicou-se o modelo proposto na Coordenação de Integração Empresa-Escola (CIE-E) do IFAM Campus Manaus Centro, avaliando 397 registros de estágios finalizados no ano de 2012, onde o tempo de duração do processo foi apontado como o vilão. Deste modo, desenvolveu-se uma pesquisa experimental caracterizada como exploratória e descritiva, de natureza aplicada e abordagem qualitativa e quantitativa. Fez-se uso das Ferramentas da Qualidade para a coleta e disposição dos dados, como também de Testes Não Paramétricos para a análise dos dados. Ao fim, respaldado em critérios de qualidade e estatístico, identificou-se que a combinação carga horária alta e não experiência trabalhista constituía a combinação ideal dos fatores controláveis que interferiam nos registros de estágio estudados, resultando no menor tempo do processo, ou seja, determinou-se a região ótima. Assim, com esse estudo, pode-se avaliar o procedimento de implantação de técnicas estatísticas no setor de serviço para a otimização e melhoria de seus processos.

We contribute to the foreign direct investment (FDI) literature by providing first empirical evidence on the relative importance of location fac- tors for service and manufacturing FDI. This is of particular interest as the global stock of inward FDI in the service sector has become predominant in the last ten years. Based on a sectoral panel of eight new European member states in the period of 1998 to 2004 we perform a dynamic panel analysis al- lowing for individual adjustment periods across sectors. Results support our assumption that investment into the service sector, which is characterized by low installation costs, adjusts much faster to its desired level than manufactur- ing FDI. Furthermore, since services are mostly non-tradable, FDI into this sector is largely based on market-seeking motives while manufacturing FDI is also driven by international price competitiveness measured via real unit labor costs. (author´s abstract) / Series: Department of Economics Working Paper Series