Mavian eller Rica-själ?: En analys av servicekulturen på Malmö Aviation och Rica Talk Hotel
Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Purpose: The purpose of this thesis is to compare and analyze Malmö Aviation and Rica Talk Hotel's service culture. This is done by examining three themes, the organizations ways of working with training, motivation and empowerment of frontline employees.
Method: The essay is a case study-based qualitative research which mainly focuses on semi-structured, qualitative interviews with various people within the two organizations.
Theory: The theoretical framework considers theory within two sections. The first section, the organizations importance in service quality, focuses on service culture or service climate and different management strategies. Section two, the employees’ importance in service quality, focuses on three themes: training, motivation and empowerment of frontline employees
Results: Both Malmö Aviation and Rica Talk Hotel are companies that put great emphasis on developing and maintaining a quality service culture within the organization. The main difference between Malmö Aviation and Rica Talk Hotel in service culture is that Malmö Aviation has a well established and well functioning service culture within the company, while Rica Talk Hotel is in the middle of a development process where they are reviewing their existing service culture. The new service culture has not yet been established in the company, and therefore there is a great development potential within education, motivation and empowerment of frontline employees.
Place, publisher, year, edition, pages
2011. , 46 p.
service culture, frontline employees, training, motivation, empowerment
servicekultur, frontpersonal, utbildning, motivation, empowerment
Social Sciences Interdisciplinary
IdentifiersURN: urn:nbn:se:sh:diva-11394OAI: oai:DiVA.org:sh-11394DiVA: diva2:440874
Subject / course
UppsokSocial and Behavioural Science, Law
Onn, Gustaf, Högskoleadjunkt