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”Får jag (bygg)lov?”: En observationsstudie om bemötande av kvinnor och män bland medarbetare på en bygglovsavdelning
Jönköping University, School of Education and Communication.
Jönköping University, School of Education and Communication.
2018 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
”May I have this (building) permit?” : An observational study on customer treatment among employees at a building permit department from a gender perspective (English)
Abstract [sv]

Studien syftar till att undersöka bemötandet av kunder på en kommunal bygglovsavdelning, ur ett genusperspektiv. Genom icke-deltagande observationer av den icke-verbala samt verbala kommunikationen analyserades bemötandet. Denna analys låg till grund för resultatet där gemensamma drag och skillnader i bemötandet av manliga och kvinnliga kunder redogörs för. Studiens resultat visar på många gemensamma drag i bygglovsmedarbetarnas bemötande av män och kvinnor. De skillnader som identifierats finns främst inom det verbala bemötandet. Det gjordes fler antaganden om de manliga kunderna och deras ärenden. I samtalen med de kvinnliga kunderna förklarades det mer om regelverk och lagstiftning än i samtalen med de manliga kunderna. Något som observerades mycket i både samtalen med de kvinnliga och manliga kunderna var förklaringar, tydlighet samt rekommendationer på tillvägagångssätt. Som en slutsats har fastslagits att ett fåtal skillnader finns i bemötandet av kvinnliga och manliga kunder, då de flesta kategorier och ageranden som mätts visar på ett likvärdigt bemötande.

Abstract [en]

The study aim to explore customer treatment at a building permit department from a gender perspective. By conducting non-participant observations of the non-verbal and verbal communication the customer treatment was analysed. The analysis worked as a foundation for the results where commonalities and differences in the treatment of female and male customers are described. The results tell of many commonalities in how the building permit employees treat their customers. The differences that was identified were mainly within the verbal communication. More assumptions were made about the male customers. More explanations about rules and regulations were made towards the female customers. Something that was observed plenty in most conversations, regardless of the customer’s gender, was explanations, clarifying and recommendations. As a conclusion a few differences in the treatment of female and male customers have been found but most categories speak of an equal treatment.

Place, publisher, year, edition, pages
2018. , p. 33
Keywords [en]
building industry, customer treatment, gener, gender equality, non-verbal communication, social constructionism, verbal communication
Keywords [sv]
bemötande, byggindustrin, genus, icke-verbal kommunikation, kundbemötande, socialkonstruktionism, verbal kommunikation
National Category
Social Sciences
Identifiers
URN: urn:nbn:se:hj:diva-39598ISRN: JU-HLK-PEA-1-20180050OAI: oai:DiVA.org:hj-39598DiVA, id: diva2:1211238
Subject / course
HLK, Education
Supervisors
Examiners
Available from: 2018-06-07 Created: 2018-05-30 Last updated: 2018-06-07Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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