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Könsneutralt bemötande?: En studie av kommunala inspektörers kundbemötande, ur ett genusperspektiv
Jönköping University, School of Education and Communication.
Jönköping University, School of Education and Communication.
2015 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
Gender-neutral treatment? : A study of municipal inspectors' customer treatment, from a gender perspective (English)
Abstract [sv]

Forskning har visat att det förekommer skillnader i bemötandet av kvinnor och män, men att det ofta sker omedvetet. Syftet med denna studie var att undersöka kommunala inspektörers genusmedvetenhet och könsdifferentiering i bemötandet av sina kunder. Genom intervjuer med fem inspektörer fann vi att deras allmänna kunskap och medvetenhet om genus var begränsad. Vi använde även observationer för att undersöka skillnader i inspektörernas bemötande av sina kunder beroende på kön. Resultatet visade att manliga kunder fick större uppmärksamhet, fler öppna frågor och mer beröm från inspektörerna än kvinnliga kunder. Ytterligare visade resultatet tendenser till underordning i mötet med manliga kunder och könsfördomar i bemötandet av kvinnliga kunder. I förhållande till inspektörernas begränsade kunskap och medvetenhet om genus drogs slutsatsen att ökad kunskap och medvetenhet om genus kan bidra till jämlikt och könsneutralt kundbemötande.

Abstract [en]

Research has shown that behaviors displaying gender differentiation do occur, yet often unconsciously. The purpose of our research was to study gender awareness, and gender differentiation, in the context of customer treatment. Through interviews with five municipal inspectors we found that the general knowledge of gender was limited. We also used observations in order to see occurrences of gender differentiation in the inspectors’ treatment of their customers. The results showed that male customers received more attention, open questions and compliments from the inspectors than female customers. Further the results showed signs of subordination in relation to male customers and gender bias toward female customers. In relation to the inspectors’ limited awareness the results concluded that increased knowledge and awareness of gender differentiation could result in more equal and gender-neutral behavior in their treatment of customers. 

Place, publisher, year, edition, pages
2015. , 36 p.
Keyword [en]
Gender, gender differentiation, customer-treatment, gender construction, social representation
Keyword [sv]
Genus, genusperspektiv, bemötande, kundbemötande, genuskonstruktion, sociala representationer
National Category
Pedagogy
Identifiers
URN: urn:nbn:se:hj:diva-26743ISRN: JU-HLK-PSA-1-20150014OAI: oai:DiVA.org:hj-26743DiVA: diva2:814018
Subject / course
HLK, Education
Supervisors
Examiners
Available from: 2015-05-26 Created: 2015-05-25 Last updated: 2015-05-26Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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