This thesis examines the decision-making regarding market-orientation within specific types of Swedish state-owned enterprises, namely the Public Business Authorities (Affärsverk, PBAs), during a period of institutional upheaval in the 1980s. It specifically focuses on the leadership groups – director general and board – of the Energy PBA (Statens Vattenfallsverk), the Postal PBA (Postverket), and the Tele PBA (Televerket). The thesis adopts a theoretical framework that integrates the perspectives of varieties of capitalism and the attention-based view of the firm, which posits that firm behaviour is determined by where and how attention is directed within the organisation. The thesis delineates two distinct leadership strategies for addressing market-orientation: the deliberative institutional change strategy, characterised by consensus-building through negotiation using existing modes of strategic interaction, and the entrepreneurial institutional change strategy, characterised by leveraging existing modes of strategic interaction to transcend them and forge novel paths towards new modes of strategic interaction. The former was applied by the Postal and Energy PBAs, while the latter was applied by the Tele PBA.

[ES] Esta investigación plantea la relación entre la orientación al mercado de las empresas y el aprendizaje continuo organizativo, así como la influencia de la utilización de las redes sociales online y el crowdsourcing como herramientas idóneas para la aplicación de la estrategia de orientación al mercado. La revisión de la literatura sobre los constructos proporciona una visión detallada de su importancia en la gestión empresarial. Esta revisión describe el nacimiento, desarrollo y situación actual de las redes sociales online y describe el crowdsourcing como herramienta para captar información sobre el mercado y colaborar en la creación de nuevos productos y servicios. De esta forma, se apoya la estrategia de orientación al mercado y se fomenta el aprendizaje continuo organizacional. La investigación de mercado se ha realizado en empresas turísticas españolas, ya que suponen un porcentaje muy relevante del PIB español. Para el estudio se han seleccionado hoteles de cuatro y cinco estrellas porque poseen mayores recursos para digitalizar sus empresas y, por lo tanto, son susceptibles de aportar una información de mayor calidad. Las conclusiones del estudio indican la importancia que tiene para los turistas, y para los clientes de las empresas en general, la utilización de las redes sociales online. Por lo tanto, las empresas tienen la obligación de invertir recursos para explotar estas fuentes de información y así mejorar la calidad del servicio ofrecida a los clientes. Esta inversión redundará en una mayor satisfacción e implicará la captación de nuevos clientes. Las conclusiones también recomiendan el uso generalizado del crowdsourcing como herramienta indispensable para solucionar problemas de la empresa, captar nuevas ideas de los internautas y obtener opiniones sobre productos y servicios, colaborando así en la innovación continua en las empresas. Ambas herramientas suponen una fuente de información muy importante para la estrategia de orientación al mercado que a su vez fomenta el aprendizaje continuo organizacional, consiguiendo que la empresa obtenga ventajas competitivas sostenibles en el tiempo. / [CA] Aquesta investigació planteja la relació entre l'orientació al mercat de les empreses i l'aprenentatge continu organitzacional, així com la influència de la utilització de les xarxes socials online i el crowdsourcing com a eines idònies per a l'aplicació de l'estratègia d'orientació al mercat. La revisió de la literatura sobre els constructes proporciona una visió detallada de la seua importància en la gestió empresarial. Aquesta revisió descriu el naixement, desenvolupament i situació actual de les xarxes socials online i descriu el crowdsourcing com a eina per a captar informació sobre el mercat i col·laborar en la creació de nous productes i serveis. D'aquesta forma, es dona suport a l'estratègia d'orientació al mercat i es fomenta l'aprenentatge continu organitzacional. La investigació de mercat s'ha realitzat en empreses turístiques espanyoles, ja que suposen un percentatge molt rellevant del PIB espanyol. Per a l'estudi s'han seleccionat hotels de quatre i cinc estreles perquè posseeixen majors recursos per a digitalitzar les seues empreses i, per tant, són susceptibles d'aportar una informació de major qualitat. Les conclusions de l'estudi indiquen la importància que té per als turistes, i per als clients de les empreses en general, la utilització de les xarxes socials online. Per tant, les empreses tenen l'obligació d'invertir recursos per a explotar aquestes fonts d'informació i així millorar la qualitat del servei oferit als clients. Aquesta inversió redundarà en una major satisfacció i implicarà la captació de nous clients. Les conclusions també recomanen l'ús generalitzat del crowdsourcing com a eina indispensable per a solucionar problemes de l'empresa, captar noves idees dels internautes i obtindre opinions sobre productes i serveis, col·laborant així en la innovació contínua en les empreses. Totes dues eines suposen una font d'informació molt important per a l'estratègia d'orientació al mercat que al seu torn fomenta l'aprenentatge continu organitzacional, aconseguint que l'empresa obtinga avantatges competitius sostenibles en el temps. / [EN] This investigation raises the relationship between market orientation of companies and organizational continuous learning, as well as the influence of the use of online social networks and crowdsourcing as ideal tools for the application of the market orientation strategy. Reviewing the literature on constructs provides a detailed insight into their importance in business management. This review describes the birth, development and current situation of online social networks and describes crowdsourcing as a tool to capture information about the market and collaborate in the creation of new products and services. In this way, the market orientation strategy is supported and continuous organizational learning is encouraged. Market research has been carried out in Spanish tourism companies, since they represent a very relevant percentage of Spanish GDP. Four and five star hotels have been selected for the study because they have greater resources to digitize their companies and, therefore, are capable of providing higher quality information. The conclusions of the study indicate the importance of the use of online social networks for tourists, and for business customers in general. Therefore, companies have the obligation to invest resources to exploit these sources of information and thus improve the quality of service offered to customers. This investment will result in greater satisfaction and will involve the acquisition of new customers. The conclusions also recommend the widespread use of crowdsourcing as an indispensable tool to solve company problems, capture new ideas from Internet users and obtain opinions about products and services, thus collaborating in continuous innovation in companies. Both tools are a very important source of information for the market orientation strategy, which in turn encourages continuous organizational learning, ensuring that the company obtains sustainable competitive advantages over time. / Guaita Monreal, E. (2023). La orientación al mercado y la influencia de las redes sociales online y el crowdsourcing en el aprendizaje continuo organizativo en empresas del sector hotelero [Tesis doctoral]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/198884

Les empreses de països com el Perú, que fa poc que creuen les fronteres per iniciar processos d’internacionalització, han de començar a conèixer i a valorar els factors que en determinen l’orientació al mercat internacional, ja que està demostrat que aquesta orientació té un impacte positiu en el rendiment organitzatiu de les empreses. Aquesta recerca recull el més important de la literatura sobre orientació al mercat en el context general i internacional, i després presenta una nova manera de valorar aquest constructe, amb la inclusió d’un component clau: l’orientació al benefici, un element que les empreses han de mesurar per la gran importància que té en la gestió d’empreses. Així mateix, l’instrument de mesura proposat incorpora components que ja han estat estudiats anteriorment i que han obtingut resultats positius, com també els factors principals que impulsen el desenvolupament de l’orientació al mercat internacional. Aquest instrument va ser validat inicialment en un estudi pilot al Perú aplicat a executius i experts, i, després de millorar-lo, es va aplicar a un estudi quantitatiu mitjançant enquestes en empreses del Perú amb capital peruà que actualment gestionen negocis internacionals, independentment de la seva manera d’operar. Aquesta recerca incorpora per primera vegada l’orientació al benefici com a part dels elements per mesurar l’orientació al mercat internacional, i demostra la relació positiva que hi ha entre els indicadors de desenvolupament en les exportacions i les estructures d’exportació amb orientació al mercat internacional, tal com ja s’havia demostrat en altres estudis preliminars duts a terme en diversos països. Tot i això, i al contrari del que es diu en estudis anteriors, no hi ha cap relació positiva entre l’orientació al mercat internacional i els sistemes d’exportació i la turbulència de l’entorn exportador, fet que es pot explicar per les diferències culturals existents i per l’etapa de negocis internacionals inicial en la qual es troba el país. / Las empresas de países como Perú, que recién están empezando a cruzar las fronteras para iniciar procesos de internacionalización, deben empezar a conocer y medir aquellos factores que determinan la Orientación al Mercado Internacional, ya que está demostrado que esta orientación impacta positivamente en el rendimiento organizacional de las empresas. La presente investigación recoge lo más importante sobre la literatura de Orientación al Mercado en su contexto general e internacional, y luego se presenta una nueva forma de medir este constructo incluyendo un componente clave que es la Orientación al Beneficio, componente que debe ser medido por las empresas, dada su importancia en la gestión de negocios. Asimismo el instrumento de medición propuesto incorpora también componentes, ya antes estudiados con resultados positivos, y los principales factores que impulsan el desarrollo de la orientación al mercado internacional. El instrumento de medición fue validado inicialmente en un estudio piloto en Perú aplicado a ejecutivos y expertos, y luego de ser mejorado, fue aplicado en un estudio cuantitativo a través de encuestas en empresas peruanas de capitales peruanos que actualmente gestionan negocios internacionales, cualquiera sea su modo de operación. La presente investigación incorpora por primera vez la Orientación al Beneficio como parte de los componentes para medir la Orientación al Mercado Internacional, y demuestra la relación positiva que existe entre los Indicadores de Desarrollo Exportador, y las Estructuras de Exportación con la Orientación al Mercado Internacional, como ya había sido demostrado en otros estudios preliminares en diversos países. Sin embargo, contradiciendo otros estudios anteriores, no se encuentra relación positiva entre los Sistemas de Exportación y la Turbulencia del Entorno Exportador con la Orientación al Mercado Internacional, lo cual puede explicarse por diferencias culturales y por la etapa inicial de negocios internacionales en la cual se encuentra el país. / Companies from countries like Peru, who are just beginning to cross the border to initiate processes of globalization, must begin to understand and measure those factors that determine the export market orientation, as it is shown that this approach positively impacts organizational performance of companies. This research brings together the most important literature on market orientation in general and international context and then presents a new way to measure this construct including a key component is the profit orientation, component to be measured by companies, given their importance in business management. Furthermore, the proposed measuring instrument also incorporates components, and previously studied with positive results, and the main factors driving the development of guidance to the international market. The instrument was initially validated in a pilot study in Peru applied to executives and experts, and after being improved, was applied in a quantitative study using surveys in Peruvian capital companies currently managing international businesses, whatever their mode of operation. This research incorporates for the first time as part of profit orientation of the components to measure the export market orientation, and demonstrates the positive relationship between Export Development Indicators, and the Export Structure with the Export Market Orientation, as had been demonstrated in other preliminary studies in several countries. However, contradicting earlier studies, there is not positive relationship between Export System and the Turbulence of the Export Environment with the Export Market Orientation, which can be explained by cultural differences and the initial stage of international business in which country finds itself.

本研究採用分層隨意抽樣的量化問卷調查方法，以台北市立案之私立幼兒園之園長為對象，以三成作抽樣比例，先以電話聯絡園所，經園所同意後，再採郵寄問卷方式，輔以電話催收，共選取173所私立幼兒園。研究工具包括下列四部份：1.幼兒園組織特性調查表；2.研究者（2011）編製之市場導向量表；3.研究者（2011）編製之核心競爭能力量表及4.徐聯恩、劉蓁（2006）發展之幼兒園品質量表。 研究結論有五: 1. 台北市私立幼兒園園長覺知之市場導向、核心競爭能力均在中高程度，其覺知之幼兒園品質亦多屬於中高程度。 2. 台北市私立幼兒園園長覺知之市場導向、核心競爭能力與幼兒園品質不會因幼兒園園長專業背景及幼兒園經營型態等組織特性而呈現差異存在，但會因其餘組織特性（園長年齡、園長教育程度、園長幼教服務總年資、任職本園年資、任職本園園長年資、幼兒園成立歷史、幼兒園規模、幼兒園生師比）之不同而存在差異。 3. 台北市私立幼兒園之市場導向、核心競爭能力與幼兒園品質之間具有顯著正相關。 4. 台北市私立幼兒園之市場導向及核心競爭能力可以預測幼兒園品質。 5. 台北市私立幼兒園之市場導向可藉由核心競爭能力的完全中介作用，間接正向影響幼兒園品質。 / This study adopts questionnaire survey method. A total of 173 usable questionnaires were collected from 173 administrators of private preschools in Taipei City. The measurement tools are fourfold: 1. preschool organization characteristics; 2. Chung (2011) market orientation scale; 3. Chung (2011) core competition scale and 4. Hsu and Liu (2006) preschool quality scale. The main conclusions of this study are fivefold: 1. Administrators of private preschools in Taipei City have high perception towards market orientation, core competition and quality of preschool. 2. Within Taipei City private preschools there are no significant differences, neither due to the administrator’s professional background nor the type of preschool. There are however, significant differences due to other organizational characteristics such as the administrator’s age, their level of education and administrative experience, the perpetuation and size of the school, and the student to teacher ratio. 3. Significant positive correlation existed among market orientation, core competition and quality of private preschool in Taipei City. 4. Market orientation and core competition can predict quality of private preschool in Taipei City. 5. Core competition did have the significant mediated effects of market orientation on quality of preschool.

Submitted by JOSIANE SANTOS DE OLIVEIRA (josianeso) on 2018-09-25T15:42:43Z No. of bitstreams: 1 Dirceu Silva Mello Corrêa Junior_.pdf: 5130564 bytes, checksum: 9921c0e8eafdc5eb26cc6cf6211bdb01 (MD5) / Made available in DSpace on 2018-09-25T15:42:43Z (GMT). No. of bitstreams: 1 Dirceu Silva Mello Corrêa Junior_.pdf: 5130564 bytes, checksum: 9921c0e8eafdc5eb26cc6cf6211bdb01 (MD5) Previous issue date: 2018-04-25 / Nenhuma / O Big Data é uma realidade social, com crescente impacto nos negócios. Entretanto, uma pesquisa realizada com executivos americanos de grandes corporações identificou uma baixa capacidade no aproveitamento efetivo dessa oportunidade de inteligência competitiva em suas empresas. Ao aprofundar o entendimento desse contexto, a partir da perspectiva de Orientação para o Mercado, a presente dissertação apresentou uma análise exploratória sobre a atual capacidade de grandes empresas com atuação nacional em absorver valor do Big Data, focando sua atenção num tipo específico de conteúdo, chamado Dado Não-Estruturado. Como resultado, identificou-se que as empresas estudadas se encontram em um momento peculiar para a gestão moderna de Orientação para o Mercado, uma espécie de processo evolutivo e de transição na compreensão e aproveitamento desse dilúvio de dados. Tal momento de adaptação é ainda reforçado por uma tendência para o uso de dados mais espontâneos dos consumidores. Neste estudo inicialmente são apresentadas cinco dimensões desse momento peculiar, abordando sistematicamente quesitos relacionados à organização interna; fornecedores e perfis de investimentos; adaptações internas; entre outros achados estratégicos. Após, também é detalhada a atual caminhada na efetiva compreensão do Big Data, a partir das práticas possíveis identificadas nesse contexto empresarial. / Big Data is a social reality with growing business impact. However, a survey of US executives of large corporations identified a low capacity to effectively exploit this competitive intelligence opportunity in their companies. In order to deepen the understanding of this context, from the perspective of Market Orientation, the present dissertation presented an exploratory analysis about the current capacity of large companies with national performance in absorbing Big Data value, focusing their attention on a type of content, called Unstructured Data. As a result, it was identified that the companies studied are in a peculiar moment for the modern management of Market Orientation, a sort of evolutionary process and of transition in the understanding and use of this deluge of data. This moment of adaptation is further reinforced by a trend towards the use of more spontaneous data from consumers. In this study, five dimensions of this peculiar moment are presented, systematically addressing questions related to internal organization; suppliers and investment profiles; internal adaptations; among other strategic findings. Afterwards, the current path to the understanding of Big Data is also detailed, based on the possible practices identified in this business context.

Trata-se de um estudo exploratório, utilizando o método do estudo de caso, que investiga quais as orientações de negócios predominantes nos Institutos de Pesquisas Tecnológicas Industriais (IPTIs) brasileiros. No contexto atual de ciclos de vida dos produtos cada vez mais curtos e de concorrência acirrada entre empresas, cadeias produtivas, setores econômicos e países decorrente da globalização, os IPTIs são chamados a dar suporte tecnológico fundamental aos agentes econômicos nacionais, os quais não têm condições ou recursos para gerar internamente. Para que isto ocorra efetivamente dentro deste quadro, somado à escassez de recursos governamentais, crises econômicas cíclicas e concorrência de fontes alternativas de suporte tecnológico, os IPTIs têm que estar orientados para os seus mercados. O trabalho faz uma revisão da literatura sobre orientação de negócios, com ênfase na orientação para o mercado (OM), e estuda dois IPTIs nacionais: o Instituto de Pesquisas Tecnológicas do Estado de São Paulo (IPT) e o Instituto de Pesquisas Energéticas e Nucleares (IPEN). Após análise dos dados, o estudo propõe o aprofundamento da investigação em futuros estudos com base em um modelo de OM que introduz variáveis apropriadas para os IPTIs nacionais, como ?natureza jurídica do instituto? e ?consciência e orgulho do papel dos empregados?. Propõe ainda que em futuros estudos sejam também investigados os clientes dos IPTIs para que os efeitos de suas orientações de negócios sejam avaliados por aqueles para quem estas orientações são dirigidas. / This dissertation is a exploratory study, using case study method, that investigates what business orientations prevail in Brazilian Industrial Technology Research Institutes (ITRIs). On the current context of shorter product life cycles and strong competition amongst value chains, industries and countries due globalization, ITRIs are being pushed to provide essential technological support to domestic economic agents, which don?t have resources and conditions to generate them internally. In order to play this role effectively amidst this picture, adding up lack of governmental funds, cyclical economic crisis and alternative technology sources competition, ITRIs must be market oriented. This work performs a literature survey, emphasizing market orientation (MO), and studies two Brazilian major ITRIs: Instituto de Pesquisas Tecnológicas do Estado de São Paulo (IPT) e o Instituto de Pesquisas Energéticas e Nucleares (IPEN). After accomplishment of data analysis, the study suggests deeper investigation on future researches based on a MO model that introduces variables suitable for Brazilian ITRIs, such as ?juridical status? and ?employees pride and consciousness of their role?. It also proposes the investigation of ITRIs clients, on their perceptions about ITRIs MO outcomes effects in their businesses.

Made available in DSpace on 2016-03-15T19:25:37Z (GMT). No. of bitstreams: 1 Daniel Amaral.pdf: 1222267 bytes, checksum: 90d53f2f6eeb1f0030cb8f4afd5f840c (MD5) Previous issue date: 2011-04-08 / This dissertation aimed at exploring market orientation and customer loyalty in the Brazilian banking sector. The objective was to identify the association between them. A qualitative study with descriptive nature was made. The sample consisted of fifteen professionals in areas responsible for customer understanding, care and loyalty. The participating banks were Itaú, Bradesco, Caixa, Santander and Citibank. Data collection was conducted through interviews with a semi-structured guide and for the analyses, it was applied techniques of templates’ analyses. The results suggest that several points in the literature of market orientation were found in participants' reports, such as (1) the constant search for understanding and meeting the expressed needs of clients and (2) inter-functional coordination. On the other hand, some concepts were not constant, as (1) the search in the care of future needs and (2) the company's response, since banks do not react quickly assessed the competitive actions, due to bureaucracy, complexity and planning already determined. Regarding the identification of loyalty types, banks are in a constant structure to better meet the current customers needs. Thus, a large proportion of customers are actually loyal, proven by time of relation, number of services increase and recommendation. But there is still a large volume of customers that continues the relationship due to an inertial state, aggravated by the sight of commodity market. Thus, there are many opportunities for improvement, owing to needs expressed, whose solutions have not yet been reached. Moreover, banks are starting to develop processes that allow the detection of future needs. Mergers and acquisitions have impacted the industry in the loyalty of some customers groups, when there was a perceived drop in quality of services after the unification. Regarding the main objective, the analysis suggests that market orientation is associated with the loyalty, mainly in relation to structured processes for the company to have access to information, involving all areas to find solutions and take corrective actions. Despite the commodity market, some interviewees believe that the category is going through a maturing process in which the quest for customer loyalty will be even more important, since the inertia of the industry will not be as intense as today. / Esta dissertação procurou estudar a orientação para o mercado e a fidelização de clientes no setor bancário brasileiro. O objetivo geral foi identificar a associação entre ambos. Foi realizada uma pesquisa qualitativa de natureza descritiva. A amostra foi composta por quinze profissionais de áreas responsáveis pelo entendimento, atendimento e fidelização dos clientes. Os bancos participantes foram o Itaú, Bradesco, Caixa, Santander e Citibank. A coleta de dados foi feita por meio de entrevistas com roteiro semi-estruturado e como técnica de análise, foi utilizada a análise de templates. Os resultados sugerem que diversos pontos descritos na literatura de orientação para o mercado foram encontrados nos discursos dos entrevistados, tais como (1) a constante busca pelo entendimento e atendimento às necessidades expressadas dos clientes e (2) a coordenação inter-funcional. Por outro lado, alguns conceitos não foram constantes, como (1) a busca no atendimento das necessidades futuras e (2) a resposta da empresa, uma vez que os bancos avaliados não reagem rapidamente às ações concorrenciais por causa da burocracia, complexidade e planejamento já determinado. Em relação à identificação dos tipos de fidelidade, os bancos estão em constante estruturação para melhor atendimento das necessidades atuais dos clientes. Dessa forma, uma grande parte dos clientes realmente possui fidelidade, comprovada pelo tempo de casa, aumento do número de serviços e recomendação. Porém, ainda há um grande volume de clientes que continua o relacionamento em função de um estado inercial, agravado pela visão massificada da categoria. Dessa forma, há muitas oportunidades de melhorias, devido à existência de necessidades expressadas, cujas soluções ainda não foram alcançadas. Além disso, os bancos estão começando a desenvolver processos que permitam a detecção de necessidades futuras. As fusões e aquisições do setor impactaram na fidelização de alguns grupos de clientes, quando houve uma percepção de queda na qualidade dos serviços após a unificação. Em relação ao objetivo principal, a análise sugere que a orientação para o mercado está associada com a fidelização do setor, principalmente em relação aos processos estruturados para que a empresa tenha acesso às informações, envolva as áreas na busca de soluções e tome ações corretivas. Apesar da massificação do mercado, alguns entrevistados acreditam que a categoria está passando por um amadurecimento, na qual a busca pela fidelização será ainda mais importante, uma vez que a inércia do setor não será tão intensa como nos dias de hoje.

無 / Attracted by the promise of greater market exposure and increase revenues, some firms have adopted B2B electronic market to expand international markets. However, do firms reap export performance benefits of increased extent of B2B electronic market? Besides, what accounts for different export performance, in other word, under what conditions, the extent of exporters’ B2B electronic market adoption will have positive effects on export performance? Drawing from resource based view; this study develops a conceptual framework which links the relationship between the extent of exporters’ B2B electronic market adoption and export performance. And then, analyzing the data collected from in-depth interview with managers in China, the study propose several propositions in the linkages between the adoption of B2B electronic market, market orientation, export commitment and export performance. The results concluded in the following statement. Firstly, the greater extent of usage of B2B electronic market, the better the exporters’ export performance. Furthermore, both market orientation and export commitment moderate the relationships between the extent of exporters’ B2B electronic market and export performance. Overall, we found that the greater the firm’s market orientation, the greater is the influence of B2B electronic market on export performance. Additionally, the greater the firm’s export commitment, the greater is the influence of B2B electronic market on export performance.

<p>This study empirically investigates the levels of entrepreneurial orientation (EO) and market orientation (MO), and their links to performance within the context of French Small and Medium Sized Enterprises (SMEs).</p><p>SMEs represent today the heart of the European strategy and account fro 99% of the total companies in France. The current study argues that SMEs and especially French ones deserve a particular attention.</p><p>Besides, even though many studies have been conducted in the fields of entrepreneurial orientation and market orientation, when combining both, only a few included performance in their empirical analyses. Moreover, most relied on large established companies or MNE. Little concern has been put in SME and none have been done on the case of French SMEs. The current study propose a cross-sectional analysis to investigate the combination of EO and MO and its impact on performance through a quantitative research method.</p><p>Based on existing theories and previous studies, three hypotheses have been formulated :</p><p>H1 : Companies that are entrepreneurial oriented outperform companies that are not.</p><p>H2 : Companies that are market oriented outperform companies that are not.</p><p>H3 : Companies that are both entrepreneurial and market oriented outperform companies that are either one or none.</p><p>In order to test those hypotheses, a online 24 questions survey has been administrated to a sample of 338 French SMEs. All questions were based on the works of Covin and Slevin (1989), Narver and Slater (1990), Lumpkin and Dess (1996), and Blois and Carson (2000).</p><p>The results show that all hypothesis are verified. However, if no correlation was found between EO and MO, the combination of both enables SMEs to achieve higher performance.</p>

Since the end of the 1980s, the introduction of market mechanisms in the public sector has been a dominant feature in Sweden. The same is true for the social services in several municipalities, where business style behaviour and organisation, and competition have become salient features of market-oriented social services. The aim of the study is to describe and analyse: the structural conditions for market oriented personal social services; how social workers pursue client centred work in market oriented personal social services; the consequences of this market orientation on the personal social services. The empirical study is a case study of the personal social services in the municipality of Linköping. The purchaser-provider model in Linköping is one of the most advanced and discussed in Sweden. The research comprises a quantitative pilot study and a qualitative main study. The main study is based on twenty semi-structured interviews with experienced social workers and their immediate superiors. The analysis of the interviews reveals that the personal social services are only achieving to a lesser extent the ends that a quasi-market, theoretically, should achieve. The conditions that have to be satisfied to achieve the ends of the quasi-market are only partly met. Bureaucratic control is one important reason why the personal social services are imperfect as a quasi- market. The re-organisation has resulted in a number of, to some extent, positive consequences. The re-organisation has, however, also resulted in some negative consequences. In the thesis these are categorised in terms of fragmentation, antagonism and obscurity. A linguistic change, in market oriented personal social services, appears to have influenced social workers to think and act differently in relation to their work. The most important conclusion drawn from the study is that the market oriented personal social services partly function as a responsive quasi-market for strong, rational and well- informed clients. However, in relation to the most vulnerable, it is failing in many respects. / digitalisering@umu