Search for dissertations about: "customers role"
Showing result 1 - 5 of 163 swedish dissertations containing the words customers role.
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1. Emotions in service encounters from the perspectives of employees and customers
Abstract : The overall aim of this thesis is to contribute to deepening and extending our understanding and knowledge of emotions in service encounters by studying it from the two most central human actors in service encounter: (i) the service firm’s employees and (ii) the customer of this firm. This dissertation consist of five separate papers that conceptualize and empirically investigate how different appraisals by employees and customers generate positive and negative emotions, and how types of emotions in service encounters are linked to patterns of behavioural responses. READ MORE
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2. The Customer's Role in New Service Development
Abstract : Given today’s industry dynamics, new service development is becoming increasingly important to the competitiveness, growth, and survival of organizations. Unfortunately, new service development has proven to be a complex and difficult task. READ MORE
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3. Role constellations in value co-creation : a study of resource integration in an e-government context
Abstract : The contribution of the present thesis is describing and explaining how value is co-created by addressing customer-employee role constellations during service encounters. There is a specific focus on customers’ and employees’ resource integration when co-creating value. READ MORE
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4. The Role of Suppliers and Resellers : Cases of Timber Product Distribution Channels
Abstract : This dissertation aims to explain the impacts of distribution channel developments on the roles of timber product distribution channel actors. The role of channel actors in this dissertation is defined as the structured behaviour pattern that combines activities and resources in distribution channels. READ MORE
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5. The common customers on wheels : interaction between Swedish authority and vehicle industry in traffic safety product realisation
Abstract : The overall goal of this thesis is to explore the possibilities to improve the interaction between the authorities and the vehicle industry in traffic safety product realisation. The difference between human traffic safety needs, road users' traffic safety needs and their traffic safety demands are highlighted. READ MORE