<p>The objectives of this research we have examined how the people in a knowledge-based service organization relate to the concept “customer satisfaction”. Our purpose was to evaluate if we could find resemblances or differences among people whit different positions in the organization. The research is empery-driven, which means that the theory chapter will not be central in this research presentation in other means than supporting our argumentation. We have used an exploratory research method with the purpose to find issues concerning customer satisfaction I service organizations that are up to date. Our empirical study was carried out in Swedbank. The data was collected from ten interviews whit people that worked at Swedbank. The concluding remark from this essay is that service positioning is commonly trusted and used strategy. We are questioning if there are situations when customers are not profitable. We have also come to the conclusion that there are different motivations for the employees to satisfy the customers. By examining these we think the companies can be helped in motivating the employees. We propose a client based course of action to motivate the employees. We also propose a variation of this method that also considers the employees wellbeing. We alert service organizations not to forget to be active and trying to find new customers. We also mark upon a gap in the theories that concerns exciding customer expectations. We argue that there has to be a limit. We also encourage findings of new methods for vertical communication within the organization.</p><p>This research has contributed with an increased understanding of what factors that motivates the people in a knowledge-based service organization to trying to satisfy the customers.</p><p>We also want this research to enlighten the possibilities whit client control because we think this method has a great potential. We also wish that this essay will contribute to further research that can help the companies to motivate their employees to be even better at satisfying their customers.</p>

The objectives of this research we have examined how the people in a knowledge-based service organization relate to the concept “customer satisfaction”. Our purpose was to evaluate if we could find resemblances or differences among people whit different positions in the organization. The research is empery-driven, which means that the theory chapter will not be central in this research presentation in other means than supporting our argumentation. We have used an exploratory research method with the purpose to find issues concerning customer satisfaction I service organizations that are up to date. Our empirical study was carried out in Swedbank. The data was collected from ten interviews whit people that worked at Swedbank. The concluding remark from this essay is that service positioning is commonly trusted and used strategy. We are questioning if there are situations when customers are not profitable. We have also come to the conclusion that there are different motivations for the employees to satisfy the customers. By examining these we think the companies can be helped in motivating the employees. We propose a client based course of action to motivate the employees. We also propose a variation of this method that also considers the employees wellbeing. We alert service organizations not to forget to be active and trying to find new customers. We also mark upon a gap in the theories that concerns exciding customer expectations. We argue that there has to be a limit. We also encourage findings of new methods for vertical communication within the organization. This research has contributed with an increased understanding of what factors that motivates the people in a knowledge-based service organization to trying to satisfy the customers. We also want this research to enlighten the possibilities whit client control because we think this method has a great potential. We also wish that this essay will contribute to further research that can help the companies to motivate their employees to be even better at satisfying their customers.

Background Physical distance has in previous studies shown to affect leadership management since it has a negative influence on, for example, the exchange of information and the possibility to review achievements. The fast technology development has neutralized these effects to some extent as well as the possibility to be reachable virtually. The target of this study is a service organization which has managers and coworkers spread in multiple cities in the country. The organization has therefore had an interest of exploring how the geographical distance affects the leadership and its implications on the efficiency. Purpose The purpose of the study is to explore how the geographical distance affects the leadership in the organization based on communication, appraisal, support and motivation and also organizational participation. Furthermore, the purpose is also to highlight the strengths and challenges that the organization faces due to the above mentioned factors and finally present concrete suggestions of improvements. Execution A qualitative case study, consisting of 25 interviews with both managers and coworkers, has been executed. The interview guide used was based on the theoretical framework and the approach was therefore deductive. Result and conclusions The study shows that frequent communication exists today between managers and coworkers although there is a need to improve its regularity. Physical meetings are quite rare but that does not affect the operational workday for the coworkers. There is therefore a need to strengthen the personal relationship and also the exchange of experience between the coworkers. The study has also shown that the appraisal process is perceived positively by the respondents but there is a need to increase the number of follow ups and enhance the long term connection since that will strengthen the purpose and increase the possibilities for implementing the change. Both managers and coworkers request more feedback since it today is given on an irregular basis. The respondents consider both the goal converging in the organization and the degree of decentralization to be working well today. Lastly the study shows that many good solutions exist within the organization but in order to share these, effective communication channels are needed. / Bakgrund Fysisk distans har i tidigare studier visats försvåra ledarskapsarbetet då det har en negativ inverkan på exempelvis informationsutbyte och möjligheten att bedöma prestationer. Den snabba teknikutvecklingen har dock kunnat neutralisera dessa effekter till en viss grad, liksom möjligheten att vara tillgänglig virtuellt. Studieobjektet är en serviceorganisation med chefer och medarbetare spridda över ett flertal orter i landet. Organisationen har därför haft ett intresse av att undersöka hur den geografiska distansen påverkar ledarskapet och vilka implikationer detta medför på effektiviteten. Syfte Utifrån bakgrunden är studiens syfte därmed att undersöka hur den geografiska distansen påverkar ledarskapet inom organisationen med utgångspunkt i kommunikation, utvecklingssamtal, stöd och motivation samt organisationsdelaktighet. Detta för att lyfta fram de styrkor och utmaningar som finns inom organisationen vad gäller dessa samt hur de kan bemötas för att slutligen ge konkreta förbättringsförslag. Genomförande En kvalitativ fallstudie, bestående av 25 stycken intervjuer med både chefer och medarbetare inom organisationen, har genomförts. Angreppssättet för studien var deduktivt då den teoretiska referensramen legat till grund för framtagningen av intervjuguiden. Resultat och slutsatser Studien visar att frekvent kommunikation mellan chefer och medarbetare förekommer idag men det krävs mer regelbundenhet då den idag är händelsestyrd. Fysiska träffar sker mer sällan men detta påverkar inte medarbetarnas operativa vardag. Det finns däremot ett behov av att stärka relationer på det personliga planet och öka erfarenhetsutbytet mellan medarbetarna. Studien visar även att utvecklingssamtalsprocessen uppfattas på ett positivt sätt av respondenterna men det krävs fler uppföljningstillfällen och tydligare långsiktig koppling för att stärka syfte och öka möjligheterna till förändringsgenomförande. Både chefer och medarbetare efterfrågar mer feedback då det idag sker på mer oregelbunden basis. Respondenterna anser att det finns målkonvergering inom organisationen och att graden av decentralisering fungerar bra. Slutligen visar studien att det idag finns många bra exempel på lösningar inom organisationen men för att denna kunskap ska kunna överföras till andra i samma sits krävs effektiva kommunikationskanaler.

The Church of Sweden had barely 6.5 million members in 2012. Just over 1% of the members visit a church service regularly every Sunday. The number of visitors in worship services has diminished continuously for a very long time. From 1990 to 2010, the annual number of visitors at the main worship services has decreased by 50% from 9 million to about 4.5 million. The service activities can still be maintained at the current level because the many passive members still pays their membership fee. According to the national documents from the Church of Sweden the Sunday service is the most important mission. The purpose of this study was to analyze the relationship between the mission to celebrate divine worship as the official church gives local parishes and how this is perceived by the employees and the elected officials of the local parish. What are the similarities, differences and tensions between the mandate given by the Church of Sweden at the national level and the way performers perceive this? The study was based on three main documents: The Church Order for Church of Sweden (Kyrkoordningen), The theological basic principles for preparations for a new book of Common Prayer (2006), and the Explanations for the Proposal of the Book of Common Prayer. Part 1. Finally I analyzed the documentation (2011-2012) for preparation of the parish structural regulation on Northern Gotland. From these documents I formed 26 claims about the service that was presented to the informants in the attitude survey. The claims were then grouped into eight tentative quality dimensions for a "right celebrated worship", namely practical issues, faith, didactics, emotions, ethics, fellowship, diaconal issues and tradition. The empirical study was made in seven parishes in the North of Gotland. The informants were 34 employees and 40 elected officials. To this survey I added ten semi-structured interviews with the same groups. This study has essentially a religious sociological frame of reference. The main contribution of theories has been given by Grace Davie, Per Pettersson, Ole Riis and Linda Woodhead.  Davie analyzes North European churches which has or has had any ties to the State and where the majority of the population belongs to the Church, but very few members makes use of church services. Davie has described this in terms like "belonging without believing" or “vicarious religion”. Pettersson describes the relationship between the Church and the many members in service theoretical terms. He measures the quality of what the Church of Sweden offers as a service organization and from a theoretical perspective of this service. Riis and Woodhead have mainly contributed to this study through their theories about religion and emotions. The result of the study was that the elected officials were slightly more satisfied with the service as it is performed today compared with the employees. Overall, it was a surprisingly unanimous group that shall plan and develop the service. The elected officials emphasize the importance of parish church more than the employees while matters of faith are more important to the employees. The national documents often points to the importance of tradition. This ambition was not found in any of the groups in the study.