Under två terminer har vi medverkat i en forskningscirkel på en grundskola som behandlat historieundervisning i en mångkulturell miljö. Forskningscirkeln startades i samband med att den aktuella skolan fick ett stort tillskott av elever med invandrarbakgrund. Det ena syftet med detta examensarbete är att synliggöra lärarnas syn på rollfördelningen inom den aktuella forskningscirkeln. Den rollfördelning vi syftar på är framförallt den mellan forskarna och lärarna, inte lärarna emellan. Det andra syftet är att se hur lärarna upplever att de påverkats av att medverka i forskningscirkeln, och då med fokus på historieundervisning i en mångkulturell miljö. Forskningscirklar inom skolans värld är ett ganska nytt fenomen. I forskningscirkeln möts teoretiker och praktiker kring ett gemensamt problem, utformat av praktikerna. Om forskningscirkeln i skolan ska kunna bli ett möte på lika villkor bör forskarna håller en medvetet låg profil. Risken finns annars att traditionella mönster upprepas; forskarna agerar ledare och lärarna blir de passiva deltagarna som utför uppgifter de tilldelats. Även om forskarnas låga profil kan innebära att arbetsprocessen i cirkeln tar längre tid så uppnås troligtvis resultat som är mer relevanta både för forskare och för lärare. Lärarna i den aktuella forskningscirkeln upplever att forskarna i cirkeln har hållit en låg profil. Deras uppfattning är att alla deltagit på lika villkor, oavsett yrke och tidigare erfarenheter. Dagens forskning inom det historiedidaktiska området fokuserar framförallt på hur man i skolan kan förändra sin historieundervisning utifrån de elever läraren har framför sig, och vems historia det egentligen är som ska förmedlas. Undersökningen visar att lärarna anser att på grund av sin medverkan i forskningscirkeln har det vuxit fram idéer och tankar kring hur de ska kunna förändra sin undervisning. Även om det inte är helt oproblematiskt, så försöker lärarna att hitta nya vägar, så att historieundervisningen ska angå alla i klassrummet. Centrala begrepp för forskningscirkeln och för detta examensarbete har varit, identitet, historiemedvetenhet, kultur och kulturarv. Begreppen har diskuterats utifrån ett didaktiskt perspektiv. / During these two last terms we took part in a research group on history teaching in a multi-cultural environment at a compulsory school. The research group started when the school in question had recently taken on a large number of pupils of a foreign background. This thesis has two purposes, the first of which is to show the teachers’ view on the division of rolls within the aforementioned research group. The division referred to is principally that between the researchers and the teachers, not that between the teachers. The other purpose is to see how the teachers perceived the influence of participating in the research group, the focus being on history teaching in a multi-cultural environment. Research groups in the school world are quite new phenomena. In the research group theoreticians and practitioners meet about a mutual problem, defined by the practitioners. In order for the research group to meet on an equal footing, the researchers have to maintain a consciously low profile. Otherwise they run the risk of repeating a worn pattern where the researchers act as leaders and the teachers become the participants performing their allocated tasks. Even though the researchers’ low profile may mean the work process taking a longer time, chances are that results more relevant to the teachers and researchers are achieved. The teachers in this particular research group feel the researchers in the group did keep a low profile. Their impression is that everyone who participated took part on equal conditions, regardless of their profession and earlier experiences. Research today within the area of history didactics mainly focuses on how schools might change their history teaching based on the pupils sitting in front of the teacher, and on whose history one is actually trying to convey. This research shows that the teachers feel their participation in the research group did provoke ideas and thoughts on how to change the lessons. While it is not completely unproblematic, the teachers are trying to find new ways of making the history lessons relate to everyone in the classroom. Central conceptions for the research group and for this thesis have been identity, history awareness, culture and culture heritance. These conceptions have been discussed from a didactic perspective.

The progress in the field of technology is often described as massive and its development has had a great impact on the social development (Vetenskapsrådet, 2012). As a result of the digital evolution, there has been a change in the way customer and company interact (Normann, 2011). The traditional way for players to interact with each other required an interaction human to human (ibid), a mode of interaction that now can be replaced or supplemented by todays technology and often Internet-based solutions (Salomonson et al., 2013). These technological solutions, the technical interaction, are often referred to as self-service systems. These systems enables the customer to carry out the tasks previously performed by the company (Hilton and Hughes, 2013). A growing number of Swedish companies are implementing these self-service solutions, particularly in matters relating to telephony and mobility, in order to complement or replace existing support (Gustafsson, 2012). Earlier research shows that both companies and customers can benefit from the implementation of self-service systems, however there are other contributions to the field of research that paradoxically advocates that the meeting in person, the human interaction is important for the competitiveness of a company (Normann, 2011). The purpose of this thesis is to create an understanding about how customer value is created in the interaction between customers and companies in both human and technological interaction. As data collection method, this study has applied qualitative interviews in order to enhance understanding of existing phenomena. In order to help analyse the study’s results the thesis theoretical framework consists of theories concerning services, interaction, value creation, service logic and service quality linked to the discipline service management. The results of the study indicate that the creation of customer value in the interaction between customer and company occurs in the same way in human interaction and technological interaction. The factors that create customer value are expressed in different ways by human and technological interaction.