Search for dissertations about: "customers types"

Showing result 1 - 5 of 103 swedish dissertations containing the words customers types.

2. 1. Emotions in service encounters from the perspectives of employees and customers

   Author : Terje Slåtten; Bo Edvardsson; Veronica Liljander; Karlstads universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Emotions; service encounters; employees; customers; Business studies; Företagsekonomi; Business Administration; Företagsekonomi;

   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

4. 2. Trust in Different Types of Organizational Relationships : A Social Capital Perspective

   Author : Sedigheh Sarah Ebadzadeh Semnani; Staffan Brege; Hossein Dadfar; Amjad Hadjikhani; Linköpings universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES;

   Abstract : The purpose of this thesis is to expand the understanding about the concepts of trust and social capital, and to explore their role in achieving desired organizational outcomes. The research followed a multiple case study approach, focusing on Iranian service providers. READ MORE

5. 3. Value co-creating processes in international business relationships : three empirical studies of cooperation between Chinese customers  and Swedish suppliers

   Author : Nina Hasche; Claes Hultman; Jörgen Elbe; Björn Bjerke; Amjad Hadjikahni; Örebro universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; value; co-creation; perceptions; interaction; co-operation; process; international business relationships; China; Business Studies; Företagsekonomi;

   Abstract : This thesis focuses on value co-creating processes in international business relationships, where customers and suppliers have different frames of reference that create a distance, often expressed in terms of uncertainty between the customer and the supplier. This tension between developing cooperative business relationships in order to co-create value versus handling uncertainty, misunderstandings and conflicts based on perceived distance, makes an interesting arena for exploring how the value co creating process is formed in international business relationships. READ MORE

6. 4. Customer experiences of resource integration : Reframing servicescapes using scripts and practices

   Author : Jörg Pareigis; Bo Edvardsson; Per Echeverri; Peter Magnusson; Peter Thilenius; Karlstads universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Customer experience; resource integration; interactive value formation; servicescape; microethnography; public transport; Business Administration; Företagsekonomi;

   Abstract : It is widely acknowledged that value can be regarded as interactively formed by customers through the integration of a variety of resources. However, it is difficult to find service research that takes these concepts seriously in empirical studies. READ MORE

7. 5. Health Care Customer Creativity

   Author : Hannah Snyder; Mattias Elg; Lars Witell; Linköpings universitet; []
   Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; MEDICIN OCH HÄLSOVETENSKAP; MEDICAL AND HEALTH SCIENCES; TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Customer creativity; service innovation; health care; co-creation; customer involvement;

   Abstract : Crafting and stimulating service innovation is considered a main research priority and remains a challenge for service providers. One suggested component of stimulating service innovation is customer creativity. READ MORE