This thesis presents an implementation study on the handling of electronic identification in three public authorities in Sweden. Electronic identification is a complex but very topical policy domain, largely tied to the general policy aspirations of e-government development. Theories on policy action, logic of appropriateness, garbage cans, and the dialectics of institutions and technology are used. The result highlights that the policy process of electronic identification in the three studied authorities could not be adequately explained from a traditional policy-implementation dichotomy. The action imperative to develop e-services is very strong and explains why and how electronic identification has been developed within the three authorities. The three authorities have very different institutional capacity to implement e-services with electronic identification. The available technology on electronic identification is inscribed with certain logics of appropriateness, that doesn’t sit equally easy with the administrative logics of appropriateness in all three authorities.

This master thesis investigates the public servants’ motives for switching their employment from the private to the public sector and for having a tendency to work in the public organization. It also focuses on factors they describe as job satisfaction and the challenges they have encountered after transitioning to the public-sector employment. The framework of Maslow’s Hierarchy of needs and Herzberg’s two factor theories provide an explanation for the reasons why public employees switched sectors and their perception on factors they perceived as motivation and challenges after switching into a new workplace in a new sector. A qualitative study was conducted, using semi-structured interviews to collect data from 8 respondents who are currently working for the government. All of them used to work in the private sector and later moved into the public sector. The study reveals a number of distinctive motives for them to make a sector switch. These include secure employment and pension, less workload and work-related stress, family inspiration, pride in the public sector job, career advancement, and making positive impacts to the community. The findings also identify a number of challenges faced by these sector switchers such as low wage and moonlighting, complicated hierarchy and bureaucratic structures, ineffective leadership and other management issues within the public office. The knowledge and information on these challenges have the implications for certain stakeholders, including recent graduates, employees, politicians, leaders at public institutions, and especially policy makers. Policy makers and/or politicians should consider creating employment policies that entice talented individuals to work for the government and enhance the working conditions for new civil servants. The study also has the potential to pave the way for the prospective recent graduates and employees, giving them sufficient information on which to base their choice of employment, either in private sector or for the government.

As the public sector continues to face competitive challenges from the general public, the need for better service delivery and increased productivity has become extremely important. The increased need for optimum service delivery in public sector institutions like the Ministry for Home Affairs has had significant impact on its operations. However, little is known about the challenges faced by the Ministry for Home Affairs regarding the causes of the inefficiency. A range of organizational factors can affect the nature, effectiveness, excellence and novelty of service provision to members of the public.

En el presente trabajo de investigación se plantea la implementación de estrategias de marketing para una empresa que compite en el sector industrial de productos de pintura de Lima la cual realiza la producción y comercialización de pinturas en el mercado nacional. La implementación de estrategias de marketing tiene como objetivo la mejor gestión del área de ventas, generando así aumentar el nivel de ventas de la empresa por medio del aumento del posicionamiento de la marca, nivel de ventas, reducción de las devoluciones, dando como resultado la mejora de la gestión del área de ventas. En el análisis de los problemas más relevantes del servicio se identificó que la marca no es tan conocida, las ventas bajas, reclamos de clientes, para mejorar la gestión se emplearon diversas metodología como las, 4P-BTL-ATL, equipo de ventas, 5S- Lean Office que permitieron mejorar el orden y la limpieza, aumentar la motivación del personal y mejorar el desempeño del área de ventas. Las propuestas de mejora presentadas no son independientes una de la otra, por el contrario, se logra una sinergia entre ellas, el cual se traduce en mayores ventas, mayores ingresos, mejor posicionamiento de marca y por lo tanto, mejora de la gestión del área de ventas.

Trabajo de suficiencia profesional / En la investigación realizada se determinó que era relevante y conveniente investigar el Nivel de Cultura Tributaria en la ciudad de Chiclayo. La hipótesis planteada asumía que si existiera un mayor nivel de Cultura Tributaria en los comerciantes de la ciudad de Chiclayo, entonces ayudaría a mejorar la recaudación Pasiva de la Región - 2012. Se tomó en cuenta como objetivo general, determinar el nivel de cultura tributaria en los comerciantes de la ciudad de Chiclayo en el periodo 2012, y como objetivos específicos, describir la situación actual en materia tributaria de los comerciantes, determinar el motivo por el cual los comerciantes no pagan sus tributos y determinar si perciben que sus impuestos están siendo correctamente utilizados. El trabajo científico fue respaldado por los aportes de las Teorías de la Tributación, Teoría de la Disuasión y la Teoría de Eheberg. La investigación se considera relevante desde el punto de vista científico porque la recaudación pasiva es muy importante en una nación ya que los tributos son trasladados al Estado, luego son retornados bajo la forma de servicios y obras públicas. Sin embargo, no todos los contribuyentes son conscientes de esta situación y no son pocos los que se valen de acciones ilícitas para no pagar impuestos. Dentro de las conclusiones más importantes se señala que con este estudio ha quedado evidenciado, que el contribuyente Chiclayano no lleva arraigada su obligación del pago del tributo como algo inherente a su ciudadanía, y que el nivel de cultura tributaria en los comerciantes de la ciudad de Chiclayo en el periodo 2012 es bajo.

The aspect of relationships has been underlined to be of substantial significant within B2B contexts, particularly within consultancy, all alongside the importance of trust within the clientsupplier interaction. An element that has been claimed to derive directly from the client-supplier experience and voiced to be of key in order to reach success. It has been stated that the behaviour of consultants can be generalized to the corporate brand, individual demeanours and actions declared to be of essential influence of affecting customer perception of the company and its brand. It has been remarked that, “employees are the public face of the organization, and their performance affects customers' interpretation of the brand”. Public procurement has been described as a process for the purchase of goods and services made by the public sector, procurements regulated by LOU, i.e. special laws and regulations. All member states of the European Union are subjective to procurement directives, injunctions regulating each procurement. In service marketing, traditionally, clients have relied on long-term relationships or been guided by recommendations from external parties when selecting supplier. Public procurement regulations have enclosed such use of informal selection bases, whereas instead requirements for supplier are obliged to be based on objective criteria and non-personal sources. The restriction of non personal-relationships between client and supplier derived the problem question of potential consequences the regulation might bear. Thereupon, the purpose of this study was to examine the corporate brand image of a knowledge- intensive service firm operating within the public sector. The empirical findings for this study were collected through semi-structured interviews with 5 Swedish customers of Ecenea Väst, a consultancy firm operating within the public sector. The role of the theory were of abductive view, were theory was developed, refined and adjusted throughout the process. The findings of the interviews where analysed using a content analysis approach. The empirical investigation of this study confirms previous studies arguing for the importance of relationship and trust within service marketing, particularly consultancy. It also concluded that it is the behavior of the consultants that influence the client's perception of the company’s image and brand.

Lean has during the past two decades grown to become a worldwide management concept. The purpose of lean is mainly to create value for customers and reduce the downtime for organizations. It origins from the automotive industry and was firstly introduced by Toyota. The concept eventually caught on and spread to other industries, service businesses and most recently to the public sector. A few years ago municipalities in Sweden introduced lean in their organizations and used it as a solution to many of their operational challenges. However, research suggests that the knowledge within the field of lean in the context of municipalities is limited. The study was designed as a single case study of the municipality Södertälje which was one of the first municipalities to adopt the concept of lean. Data was collected through semi-structured interviews with key individuals in Södertälje municipality who had been a part of the introduction of lean or in some way influenced the process. In addition, interviews were held with middle managers who were currently working with lean. Furthermore, text documents such as decisions, objectives and budget documents provided by Södertälje municipality were also analyzed. To get a better understanding of how lean can be used in the context of municipalities the aim of this study was to examine how Södertälje municipality introduced lean, how it was applied and which forms the concept has taken. More specific the study has used institutional and translational theory to investigate how lean has been transferred and translated from the private- to the public context. The empirical data was analyzed through two phases. The first phase was decontextualization which was used to understand how lean was differentiated from the private context by the municipality. The second phase was contextualization which has been used to see how Södertälje municipality introduced lean in their organization and how they interpreted the concept. The findings suggest that the municipality had a problem-oriented approach where lean was considered a possible solution. To transfer lean, Södertälje municipality first recruited Robert Kusén, an executive from Scania, to “carry out” his knowledge and experience from working with lean. Second, the management of the municipality visited Scania and the social district in Copenhagen to “bring in” knowledge about the lean concept. Therefore, the municipality partly used organizational arenas in the same sector and partly organizational arenas in a different and more distant sector than the municipality. The study conclude that the contexts included in the transfer of a concept affects the translation. To translate the concept of lean, Södertälje municipality applied “the translation hierarchical chain” with few exceptions. Further, the municipality developed their lean philosophy and what they thought about lean by what they call “Växthuset”. By doing this and by interlocking lean with their existing vision and values, enrollment rules were used to establish lean in the local context. Using pilot projects also helped creating local references to the idea. Furthermore the municipality used specific rules for translating and reshaping lean. The mainly emphasized instrument was imitation, but there have also been indicators of addition and subtraction. This was expressed through the political context which narrowed the use of long-sightedness and instead resulted in a focus on democratic aspects. The municipality’s use of lean was from the beginning intended to include the entire organization but had instead mainly been practiced by the social welfare department. The poor adaption was largely caused by a lack of interest from the personnel and because key stakeholder had left the organization or had been replaced.

The objective of this study is to investigate the concept of trustworthiness and then examine its effect within the venue of the hotel sector. Given trustworthiness accepted importance to relationship marketing, there appears to be a failure to develop a coherent framework to indicate trustworthiness. This is a gap that this thesis addresses and by doing so, it will extend the body of knowledge by contributing to our understanding of the construct and its determinants. The main hypothesis in this thesis is identifying the determinants of trustworthiness with an outcome as part of a causal model. Within the proposed model, the determinants; consistency, competence, integrity, benevolence, value alignment and communication are assumed to have a positive impact on trustworthiness. In turn, trustworthiness has a positive impact on both attitudinal loyalty and behavioural loyalty, the two types of loyalty are proposed as the model outcome, whereas the previous six determinants are proposed as antecedents of trustworthiness. In order to test the proposed hypotheses, a new measurement scale was developed in order to evaluate trustworthiness with its determinants and outcome, the model was tested within the hotel sector in Jordan where over 526 respondents took part in the main survey collection, 60 respondents participated in the pilot study along with 11 interviewees. The results from the empirical study revealed that the hypothesised model is valid and significant, in which all the antecedents of trustworthiness had a significant loading as well as the model corollaries. These loadings vary in its significance and strength; this created a clearer picture on the expected impact of each of these determinants once the model being applied within service organisations.

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published_or_final_version / Civil Engineering / Doctoral / Doctor of Philosophy