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  • 251.
    Holth, Line
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Gonäs, Lena
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Economics and Statistics.
    Almasri, Abdullah
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Economics and Statistics.
    Rosenberg, Kerstin
    Karlstad University, Faculty of Arts and Education, Centrum för genusforskning.
    IT-ingenjörers etablering på arbetsmarknaden2012In: Arbetsmarknad & Arbetsliv, ISSN 1400-9692, Vol. 18, no 2, p. 13-27Article in journal (Refereed)
    Abstract [sv]

    Kvinnor utgör en klar minoritet inom området informations- och kommunikationsteknologi, både inom den högre utbildningen och på arbetsmarknaden. Artikeln problematiserar relationen mellan den högre tekniska utbildningen och positioner på arbetsmarknaden. Får kvinnor och män samma utbyte av sin ingenjörsexamen i arbetslivet? Resultaten visar att män i större utsträckning än kvinnor når högre positioner. Vidare ser vi att kvinnor stannar i lågkvalificerade jobb i högre utsträckning än män.

  • 252.
    Holth, Line
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Jansson, Ulrika
    Karlstad University, Faculty of Arts and Education, Centrum för genusforskning.
    "The Winner takes it all": Gendered Exclusion Processes in Engineering and Natural Sciences - a Swedish Case2011Conference paper (Refereed)
  • 253.
    Holth, Line
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Jordansson, Birgitta
    Göteborgs universitet.
    gonäs, lena
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Gender and the Division of Labour in a Swedish Context2012In: Gender and Change:: Power, Politics and Everyday Practices / [ed] Jansdotter Samuelsson, Maria, Krekula, Clary & Åberg, Magnus, Karlstad: Karlstad University Press, 2012, p. 75-94Chapter in book (Refereed)
  • 254.
    Holth, Line
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Mellström, Ulf
    Revisiting Engineering, Masculinity and Technology Studies: Old Structures with New Openings2010Conference paper (Refereed)
  • 255.
    Holth, Line
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Mellström, Ulf
    Revisiting Engineering, Masculinity and Technology Studies: Old Structures with New Openings2011In: International Journal of Gender, Science, and Technology, ISSN 2040-0748, Vol. 3, no 2, p. 313-329Article in journal (Refereed)
    Abstract [en]

    In this article we draw broadly on two different research traditions, Gender and Technology Studies (GTS) and studies of gender equality policies in the welfare state, to explain gendered change and stability in the engineering work force in Sweden. Our results draw on a series of qualitative investigations of the engineering workforce over a period of twenty years, and verify change as well as stability. In particular, we locate change in relation to new parenting and fathering discourses. We argue that these discursive changes have profound consequences for work-life balance, and career and life preferences for a new generation of men in the engineering workforce. By revisiting some of the formative assumptions of GTS in regard to the conceptual triad of engineering, masculinity and technology, we also identify the slowness of change in the strong material and symbolic relationship between technology and masculinity.

  • 256.
    Huldén Bergström, Evelina
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Andersson, Rebecka
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Den psykosociala arbetsmiljöns påverkan på motivationen: En kvalitativ studie av medarbetare på Myndigheten för Samhällsskydd och Beredskap2013Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [sv]

    Syftet med undersökningen är att få förståelse för faktorer som påverkar motivationen hos personalen på MSB (Myndigheten för Samhällsskydd och Beredskap). Undersökningen belyser dels den psykosociala arbetsmiljöns påverkan och dels ledningens betydelse för de anställdas motivation. I teoriavsnittet behandlas tre olika block: Motivation, Psykosocial arbetsmiljö och slutligen Management. Dessa tre block ligger således till grund för undersökningen och själva uppsatsen. För att få en djupare förståelse om ämnet har en kvalitativ metod valts, med intervju som datainsamlingsmetod. Studiens urval består av åtta medarbetare på MSB.

     

    Analysen och resultatet presenterar vårt datamaterial med hjälp av citat från våra intervjuutskrifter. Avsnittet redogör för de anställdas arbetskrav och egenkontroll, vikten av utvecklande arbetsuppgifter för motivationen, vikten av feedback och uppskattning i arbetet, själva arbetet som motivationsfaktor, möjligheten till delaktighet i planering och beslut, behovet av en kommunikativ och synlig ledning, samt relationer på arbetsplatsen.  I den sammanfattade diskussionen redogör vi för undersökningens slutsatser där vi konstaterar att den psykosociala arbetsmiljön har betydelse för respondenterna på MSB, även om sättet den har betydelse på skiljer sig åt mellan medarbetarna. Det konstateras att de anställda har ett, enligt krav- och kontrollmodellen, ”aktivt arbete” och att det har positiv effekt på motivationen. Arbetsuppgifterna beskrivs som den viktigaste motivationsfaktorn och möjligheten att utvecklas i arbetet genom feedback är i sig en egen faktor.  Medbestämmande visar sig vara en viktig del, det är viktigt att ha möjlighet att påverka sin egen arbetssituation. Slutligen spelar även samarbetsformerna och goda relationer på arbetsplatsen en betydande roll för de anställdas motivation; de beskrivs som näst viktigast. Ledningen har förhållandevis stor betydelse för de anställdas motivation, till viss del beror det dock på i vilket led i ledningen det syftas till, då hierarkin kan sträcka sig högt upp i verksamheten. Högre upp i organisationen finns en gemensam tanke hos respondenterna om att ledningen bör vara synlig och ha en förståelse för de anställdas arbete. Detta anser intervjupersonerna ger motivation i arbetet. Slutligen förs en avslutande diskussion som behandlar utvalda delar i undersökningens slutsatser, studiens styrkor och svagheter, samt förslag på fortsatt forskning i ämnet. 

  • 257.
    Huzell, Henrietta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Do Unions Matter in Workplace Restructuring? Formal versus Informal Resistance2004Conference paper (Refereed)
  • 258.
    Huzell, Henrietta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Management och motstånd: Offentlig sektor i omvandling - en fallstudie2005Doctoral thesis, monograph (Other academic)
  • 259.
    Huzell, Henrietta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    New Management Ideas and Worker Resistance in the Swedish Rail Network2002Conference paper (Refereed)
  • 260.
    Huzell, Henrietta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Past and present service workers approaches to aesthetic and emotional demands2010Conference paper (Refereed)
  • 261.
    Huzell, Henrietta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Produktionsbegränsning - tre klassiska perspektiv2002In: / [ed] Karlsson, Jan Ch, 2002Chapter in book (Other academic)
  • 262.
    Huzell, Henrietta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Striving for Flexibility. Attaining Resistance: Culture Clashes in the Swedish Rail Industry2006In: Facets of Flexibility / [ed] Skorstad, E och Ramsdal H, Halden: Østfold University College , 2006Chapter in book (Refereed)
  • 263.
    Huzell, Henrietta
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Voice @ work: Worker Resistance through Intranet Chat-Forum2008Conference paper (Refereed)
  • 264.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Fellesson, Markus
    Winning the Win-Win Game - Service Management, Workplace Control and Resistance2003Conference paper (Refereed)
  • 265.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Fellesson, Markus
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Winning the win-win game: Service management, work place control and resistance2003Conference paper (Refereed)
  • 266.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Aesthetic and athletic employees: The negative outcome of employers responsibility for sickness benefits2007Conference paper (Refereed)
  • 267.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Aesthetic and Athletic Work2007Conference paper (Refereed)
  • 268.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Aesthetic Competence2007Conference paper (Refereed)
  • 269.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Aesthetic Skills in Service Work2007Conference paper (Refereed)
  • 270.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Lundberg, Helena
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Jag är en levande skyltdocka!: Handelsanställdas upplevelser av estetiska krav2010Report (Refereed)
  • 271.
    Huzell, Henrietta
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Quist, Johan
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.
    En sammanhållen förvaltning: En rapport om samverkan mellan arbetsmarknads- och välfärdsförvaltningar i de nordiska länderna2008Report (Other academic)
  • 272.
    Hållén, Agnes
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Gustafsson, Andréa
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Att vara eller att inte vara Generation Y: En studie om 80-talisters förhållningssätt till arbetslivet2013Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [sv]

    SAMMANFATTNING

    Syftet med studien är att granska hur dagens unga i Sverige resonerar kring deras

    arbetsliv. Syftet förgrenas i följande frågeställningar:

    ● Går individernas resonemang i linje med hur teorier beskriver Generation Y?

    ● Går det, beroende på akademisk utbildning, urskilja skillnader i beskrivningen

    av individernas inställning till arbete utifrån teorierna om Generation Y?

    ● Går det att ifrågasätta synen på Generation Y som en homogen grupp?

    ● Om det går att ifrågasätta Generation Y som en homogen grupp, vad kan det i

    sådana fall bero på?

    Arbetsmarknaden står inför ett generationsskifte när dagens unga nu gör entré, de så

    kallade Generation Y. Generation Y profileras som målmedvetna, reflexiva och

    självsäkra individer som vågar ställa krav i arbetslivet. Med en stark vilja att

    utvecklas anses de kunna bli den mest högpresterande generationen genom tiderna.

    Emellertid menar kritiker att det finns en svårighet i att beskriva generationen som en

    enhetlig grupp. Med detta som grund avser studien att undersöka om dagens unga

    resonerar likt beskrivningen av Generation Y. Studien har genomförts med kvalitativ

    ansats där intervjuer har legat till grund för undersökningens analys och resultat.

    Urvalet bestod av sex heltidsarbetande 80-talister varav tre av dem med akademisk

    utbildning och tre utan. Resultatet visade att respondenternas attityder och värderingar

    kring arbetslivet till stor del överensstämde med teorier om Generation Y. De förde

    likartade resonemang gällande att tänka frekvent på sitt framtida arbetsliv, synen på

    sin chef, att våga ifrågasätta samt vikten av ett meningsfullt och intressant arbete. De

    såg även ha frihet att byta arbete och ställer sig positiva till att samarbeta. Resultatet

    visade tendenser av att respondenterna med akademisk utbildning stämde mer överens

    med teorierna om Generation Y. Detta med anledning av ett större fokus på

    självbejakande. De uppvisade även ett mer reflexivt förhållningssätt till arbetslivet

    genom fördjupade resonemang. Studiens slutsatser visar en problematik i att tala om

    Generation Y som en enhetlig grupp.

    Nyckelord: akademisk utbildning, arbetslivet, Generation Y, värderingar

  • 273.
    Ihlberg, Sofie
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Ledarskap: en studie om upplevda attityder och erfarenheter kring manligt respektive kvinnligt ledarskap2012Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [sv]

    Syftet med studien och denna uppsats är att undersöka och förklara vilka attityder och erfarenheter ledare i våra organisationer möter i sin yrkesroll. Tanken är även att undersöka, förklara och tydliggöra om det kan uppfattas någon skillnad mellan manliga och kvinnliga chefer i organisationen. För att lyckas med detta har arbetet byggt upp utifrån följande frågeställningar:

    -          Upplever respondenterna att de blir bemötta och behandlade på olika sätt av manliga kontra kvinnliga kollegor och anställda?

    -          Har män och kvinnor samma möjligheter till befordringar, utbildningar, karriär- och utvecklings möjligheter?

    -          Vad betyder chefsrollen för individen, skiljer det sig åt beroende på kön?

    -          Är det lika svårt för män och kvinnor att finna balans i livet med en ledarskapsroll på arbetet?

     

    Denna studie, precis som annan forskning kommer fram till att det inte skiljer så mycket mellan manliga och kvinnliga ledare på de flesta punkter. Det är ett fåtal områden som utskiljer sig, för mig var det främst när det kommer till att finna balansen mellan arbetsliv och familjeliv. Är det kanske så att kvinnorna i ledande positioner anpassar sig till de förutsättningar som är, det vill säga lägger bort sina kvinnliga sidor och axlar de mer mansdominerade dragen, för att kunna lyckas i sin ledarroll?

  • 274. Isaksson, Saara
    et al.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Kundorienterad kvalitetsutveckling i vatten- och avloppsverksamhet: Rapport från en förstudie1997Report (Refereed)
  • 275.
    Ivarsson, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Att förvandla hobby till försörjning2011In: Arbete: Passion och exploatering / [ed] Tuula Bergqvist, Gunnar Gillberg, Lars Ivarsson, Växjö: Linnéuniversitetet , 2011, p. 67-85Chapter in book (Refereed)
  • 276.
    Ivarsson, Lars
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Vad betyder kundfokus?: En studie av närhet, kompetens och teknik2005Doctoral thesis, monograph (Other academic)
    Abstract [sv]

    This is a dissertation about customer focus. Customer focus is a concept that can be understood in terms of giving the customer what the customer wants. It has been argued that the industrial society has transformed into a service society with the obvious consequence that services nowadays play a leading part, not at least in regard to customer focus. The customer of today is claimed to have lost interest in mass consumption and is much attracted to personalized and unique solutions, something that results in the fact that businesses must create or develop customer focus, i.e. listen to the customers wishes, needs, and demands. According to most researchers in this field, service excellence is the primary aspect one firm can use in order to successfully compete with other similar firms.



    According to Service Management, customer focus is much about developing a personal relationship between the service provider (employee) and the customer. In order to that, the service provider needs to adjust his or hers behaviour in accordance with the customer. This circumstance has a tendency to lead to a master-and-servant relation, in which the service provider must obey the various wishes, needs, and demands any customer may have.



    Most studies on customer focus have been undertaken in the context of low skill service work, but the results have often (implicitly) been generalized to comprise all service work in the whole service sector. As a consequence of this situation, my survey takes on high skill service work (banking and health care). The main purpose of the survey is to examine if the results and analyses, presented from service management apply when the services are not low skill.



    The results from this survey shows that Service Managements heavily emphasis of the personal relationship between employee and customer in which the service provider in some meaning need to undertake the role of a servant can be questioned. The results also show that there is a discrepancy between (bank customers and patients) opinion on an abstract comprehensive level and a specific level where various situations and errands are defined. Further, the dissertation shows that the various factors that can be included in the conception of customer focus, need to be examine more carefully. Some factors integrate in a way that makes it difficult to separate them, and one specific factor can in fact hold a variety of essences.

  • 277.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Bergman, Ann
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Livs- och åldersperspektiv på arbetsförhållanden: Utvärdering av en arbetsmiljösatsning i projektform vid Karlstads universitet2008Report (Other academic)
  • 278.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Bergqvist, TuulaKarlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.Gillberg, Gunnar
    Arbete: Passion och exploatering2011Collection (editor) (Refereed)
  • 279.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Anställdas upplevelse av interaktionen med kunder/mottagare i tjänstesektorn2008In: Arbetsmarknad & Arbetsliv, ISSN 1400-9692, Vol. 14, no 4, p. 43-61Article in journal (Refereed)
    Abstract [sv]

    I denna artikel görs dels en summering av forskning som uttalar sig om arbetsvillkor för anställda med hög grad av kundkontakt, dels påvisas utbredningen av dessa villkor i den svenska tjänstesektorn. Det visar sig att tjänstearbete präglas av rutinisering, krav på utseende samt styrning av känslor. Samtidigt är kundkontakter en källa till arbetstillfredsställelse och denna arbetstillfredsställelse är mer utbredd bland anställda som identifierar sig med verksamhetens kunder.

  • 280.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Are Customer Focus and Competence Raising Compatible?: A Study of Customers´ and Patient´s Conception of Different Qualification Strategies in Public and Private Service Organizations1999Conference paper (Refereed)
  • 281.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Att leverera hantverkstjänster – en studie av näringsidkares upplevelser av affärsrelationen2011Report (Other academic)
    Abstract [sv]

    Under 2009 inkom det omkring 10 000 klagomål rörande hantverkare och hantverkstjänster till landets konsumentvägledningar. Detta är en ökning med tio procent jämfört med året innan. Vanligtvis handlar klagomålen om att hantverkstjänsten blivit dyrare än överenskommet eller att arbetet inte har utförts på det sätt konsumenten räknat med.

    Anledningen till det ökade klagomålet på hantverkstjänster kan enligt Helena Olofsson, boendeexpert på Konsumentverket, möjligtvis hänvisas till införandet av ROT-avdraget (Renovering, Ombyggnad, Tillbyggnad) som i korthet innebär attprivatkunder som anlitar hantverkare kan få en skattereduktion på 50 procentav arbetskostnaden. Denna förklaring bygger på ett antagande om att ROTavdragetmedför att fler personer väljer att anlita hantverkare nu närkostnaderna blir väsentligt lägre. Det förefaller logiskt att ett ökat anlitande också medför ett ökande av kunders missnöje och därmed klagomål.

    Den ökande andelen klagomål har föranlett en rad delstudier kring hur kunderoch hantverkare upplever affärsrelationen. Två av dessa är kvantitativt orienterade och vänder sig till privatkunder respektive hantverkare, i syfte att kartlägga utbredningen av kundmissnöje. Föreliggande rapport fokuserarnäringsidkares upplevelser av relationen.

  • 282.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Customer-Employee Rapport in Service Relationships It takes two to tango2007Conference paper (Refereed)
  • 283.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
    Non-work related activities at work - a theoretical framework2011Conference paper (Refereed)
  • 284.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Personal activities on company time to make everyday life work2012In: Segregationens seghet och dess föränderliga former: en vänbok till Lena Gonäs / [ed] Ann Bergman, Henrietta Huzell, Karlstad: Karlstads universitet, 2012, p. 127-140Chapter in book (Other academic)
  • 285.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Personal business on company time2012In: 30th International Labour Process Conference, 2012Conference paper (Refereed)
  • 286.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Personal internet usage at work: A source of recovery2011In: Journal of workplace rights, ISSN 1938-4998, Vol. 16, no 1, p. 63-81Article in journal (Refereed)
    Abstract [en]

    Despite enormous productivity increases during recent decades, it has been claimed that workers’ engagement in non-work-related activities severely damages companies’ productivity development. Currently, personal Internet usage seems to be the most upsetting of these activities. There is a widespread notion among management-friendly researchers, employers, and the media that all non-work-related activities are deviant and should be defeated at all costs. This conceptual article gives an overview of the organisational behaviour literature dealing with non-work-related activities at work. The prohibitive approach is both inconsistent and in practice unenforceable. This is especially true since an increasing proportion of today’s private Internet usage at work is carried out by employees using their private smartphones, a fact that has not been considered in previous research. This article contrasts theories and ideas that private Internet usage at work is deviant with theoretical overviews arguing that non-work-related activities are an expression of normal action and behaviour, which can be explained with the help of both work-life balance theory and theories on resistance. An additional concept is recovery, which has not previously been used in the debate on Internet usage. Today’s workplaces are populated by engaged employees who work at a fast pace and need recovery, well-deserved micro-pauses, and breaks from demanding work. Furthermore, some Internet surfing is actually a consequence of organisations’ inability to come up with decent work tasks to fill the whole day. The aim of this article is to point out the recovery functions of personal Internet usage in today’s working life, primarily in terms of employees’ well-being and dignity. This article contributes to the debate by proposing eight situations in which the employee should be allowed to “cyberloaf” without being disciplined. The article also suggests empirical investigations that may be carried out with regard to the views and effects of personal Internet use at work in four different settings, that is, where employees’ private Internet usage is officially forbidden, seemingly forbidden, allowed, or encouraged.

  • 287.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Privata angelägenheter på jobbet2012In: Arbetsmarknad & Arbetsliv, ISSN 1400-9692, Vol. 18, no 3, p. 9-20Article in journal (Refereed)
    Abstract [sv]

    Arbetsgivarna har alltid haft ett stort intresse av att anställda utför det arbete de har betalt för att göra. För närvarande kretsar debatten om anställdas engagemang i privata angelägenheter såsom internetanvändning. I artikeln granskas den existerande forskningens förklaringar samtidigt som vi efterlyser forskning som bättre beaktar de positiva effekterna av fenomenet. Det krävs systematiska studier av både upplevda och faktiska effekter för att nyansera den tidvis hätska debatten.

  • 288.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Service Work and Employee Experience of the Service Encounter2010Report (Other academic)
    Abstract [en]

    Due to the very nature of service work, a vast majority of research has focused on interpersonal aspects. There are mainly two perspectives; the first takes departure from the customers’ point of view and focus on customer satisfaction and business success.The second, rather critical, perspective highlights the employees’ experiences of the service interaction. Our purpose is to combine, summarize, and test – often the oreticaland sometimes normative – proposals and statements from both these perspectives.

    The empirical data is derived from (a) a questionnaire to a random sample of 2000 Swedish employees with daily customer/client contact in their work, and (b) in-depth interviews with 21 employees, working as shop assistants, receptionists, travel agents etc.

    The study covers areas such as routinization; superiority and subordination; customer identification; rapport; aesthetic labour; the use of humour, charm and flirt; and the dealing with troublesome or rude customers. Our research shows how service encounters are a source of well-being, satisfaction, and commercial success, as well as a source of control and stress. The employees have to suppress their own feelings; they lie to customers, and are often mistreated. As many as half of the employees state that they regularly have to deal with troublesome or rude customers. This situation is even worse for women.

  • 289.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Larsson, Patrik
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center.
    To manage work and life outside work: A typology of private activities on company time2012In: Makt, myter och motstridigheter. Utmaningar i dagens arbetsliv. Karlstads universitet, 11-13 juni, 2012Conference paper (Refereed)
  • 290.
    Ivarsson, Lars
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Larsson, Patrik
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    MacKenzie, Robert
    Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
    Management’s moral relativity regarding personal activities on company time2016Conference paper (Refereed)
    Abstract [en]

    When people are at work they are expected to work and not spend time on other things. But people do not engage exclusively in work; they also engage in a variety of non-work related activities, which Eddy et al. (2010) choose to term ‘personal activities on company time’ or PACT. What personal activities people engage in is determined by what they consider urgent in one way or another, and what is possible to do at the specific workplace (Ivarsson & Larsson, forthcoming). So far, most studies on this subject have focused on subordinated personnel (Lim 2002) but mid- and top-level managers also engage in PACT (Schou Andreassen et al. 2014; Ivarsson & Larsson 2015). However, management attitudes to PACT vary significantly between their own activities and the behaviour of their subordinates. Based on in-depth interviews with 20 high-level managers from different sectors and industries in Sweden, the paper explores the differences in attitude and presentation of PACT.

    We explore the incidence and rationale presented for respective actions of workers and managers,    which betrays an underlying moralising theme around work ethics that echoes back through the historic concerns of the Labour Process debate. Since the days of Taylor (1911), management have moralized about the personality and the attitude among workers – their inherited laziness and their never-ending tendency to ‘soldier’ – which has led to a perceived need to keep on monitoring and controlling employees by various means. Employees who, in one way or another, withholds working capacity – for example by engagement in some non-work related activity – are believed to cause financial loss for the organization (Self & Self 2014) and are also believed to influence overall work ethic in a negative way (Kamp & Brooks 1991).

     

    From the data, managers engage quite extensively in personal activities on official work time. Even though employees and managers may have similar reasons for engagement in personal activities, the managers believe that there is a big difference between the two.  The managers’ general perception is that work time should be devoted only to work. They do not approve when an employee engage in any other activity than work; to engage is PACT is presented as “stealing” time, and indicative of a flawed work ethic. Nevertheless, when managers themselves engage quite extensively in personal activities on official work time, this is presented as a benefit of an inherently good work ethic, or “borrowing” time based on a capacity for compensatory calculation. Even in cases where a narrow band of legitimate PACT activities for workers were tolerated, this compared to managements’ lack of need to justify their engagement in a near limitless range of non-work activities. There has been a lot of focus on blurring of work and non-work roles for managers and the need for boundary management (Rothbard et al, 2005). The managers in this study presented the inversion of this logic with the assumption of a lack of competing needs for non-managerial workers and any blurring of the boundary being regarded as “soldiering”.

  • 291.
    Jakobsen, Liselotte
    et al.
    Karlstad University, Faculty of Arts and Education, Department of Culture and Gender studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Centrum för genusforskning.
    Karlsson, Jan Ch
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Arbete och kärlek: En utveckling av livsformsanalys1993Book (Refereed)
  • 292.
    Jakobsen, Liselotte
    et al.
    Karlstad University, Faculty of Arts and Education, Department of Culture and Gender studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Centrum för genusforskning.
    Karlsson, Jan Ch
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Jämställdhetsforskning: Söklus på Sverige som jämställdhetens förlovade land1993Report (Refereed)
  • 293.
    Jakobsen, Liselotte
    et al.
    Karlstad University, Faculty of Arts and Education, Department of Culture and Gender studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Centrum för genusforskning.
    Karlsson, Jan Ch
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Obetalda tjänster: Frivilliga insatser, hemarbete och reciproka tjänster1995In: Människan i tjänstesamhället / [ed] Lennart G Svensson & Pal Orban, Lund: Studentlitteratur , 1995Chapter in book (Refereed)
  • 294.
    Jakobsen, Liselotte
    et al.
    Karlstad University, Faculty of Arts and Education, Department of Culture and Gender studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Centrum för genusforskning.
    Karlsson, Jan Ch
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Vardagsliv och risk - en livsformsanalys1999Report (Refereed)
  • 295.
    Jakobsen, Liselotte
    et al.
    Karlstad University, Faculty of Arts and Education, Department of Culture and Gender studies. Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Centrum för genusforskning.
    Karlsson, Jan Ch
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Värmländska välfärder - ett livsformsperspektiv1995In: Ditt Värmland. Välfärder och färdvägar / [ed] Bertil Lundberg & Bengt Dahlgren, Karlstad: Länsstyrelsen i Värmland , 1995Chapter in book (Other academic)
  • 296.
    Jansson, David
    et al.
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Wahlén, Emelie
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Med solen i fokus: En kvalitativ studie om hur Karlstads kommun arbetar med sitt arbetsgivarvarumärke2012Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
  • 297.
    Jansson, Ulrika
    Karlstad University, Faculty of Arts and Education, Centrum för genusforskning. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Arts and Education, Department of Culture and Gender studies.
    De excellenta forskningsmiljöerna och jämställdheten2010Conference paper (Other (popular science, discussion, etc.))
  • 298.
    Jansson, Ulrika
    Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science.
    Den paradoxalt nödvändiga kvinnan: Könsdiskurser i Svenskt Näringsliv - ett nyliberalt drama2010Doctoral thesis, monograph (Other academic)
    Abstract [sv]

     

    – Det är självklart att det ska råda jämställdhet mellan kvinnor och män. Ingen ska behöva behandlas sämre på grund av vilket kön man tillhör. Men är det lika självklart att det alltid – och överallt – ska råda könsjämvikt?

    Frågan diskuteras av organisationen Svenskt Näringsliv som en del i deras opinionsbildande verksamhet. Jämställdhet framställs som en självklarhet men samtidigt förefaller det finnas vissa reservationer för vad som kan betraktas vara jämställdhetens mål. Könsjämvikt, det vill säga en jämställd fördelning mellan kvinnor och män, antas som exemplet visar inte vara helt självklart. Med hänvisningar till marknadsekonomi förklarar Svenskt Näringsliv att politiska initiativ för ökad jämställdhet inte kan utgöra grund för näringslivets jämställdhetsarbete. Det måste istället utgå från näringslivets egna behov för att inte riskera företagens roll som producenter och organisatörer av värde och välfärd.

    I den här avhandlingen undersöks vad som händer när marknadsekonomiska principer möter politiska krav på förändring. Hur begripliggörs krav på jämlikhet mellan könen i en nyliberal kontext? Med utgångspunkt i en närgången läsning av Svenskt Näringslivs opinionsbildande material om jämställdhet diskuteras hur kön diskursivt konstrueras. Studien visar hur kvinnor på olika sätt införlivas både i en föreställningsvärld om marknaden som alldeles nödvändig och i en värld som domineras av män och manliga normer.

  • 299.
    Jansson, Ulrika
    Karlstad University, Faculty of Arts and Education, Centrum för genusforskning. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Arts and Education, Department of Culture and Gender studies.
    Kan kvinnor vara excellenta?2010Conference paper (Other (popular science, discussion, etc.))
  • 300.
    Jansson, Ulrika
    et al.
    Karlstad University, Faculty of Arts and Education, Centrum för genusforskning. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Working Life Science. Karlstad University, Faculty of Arts and Education, Department of Culture and Gender studies.
    Jonsson, Annika
    Karlstad University, Faculty of Arts and Education, Centrum för genusforskning. Karlstad University, Faculty of Arts and Education, Department of Culture and Gender studies. Karlstad University, Faculty of Social and Life Sciences, Department of Social Studies.
    Lindgren, Gerd
    Karlstad University, Faculty of Social and Life Sciences, Department of Social Studies.
    Mattsson, Tina
    Nördar, nomader och duktiga flickor: Kön och jämställdhet i excellenta miljöer2010Report (Other academic)
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