Search for dissertations about: "service relationships"

Showing result 1 - 5 of 184 swedish dissertations containing the words service relationships.

  2. 1. How Service Ideas Are Implemented : Ways of Framing and Addressing Service Transformation

    Author : Tim Overkamp; Stefan Holmlid; Johan Blomkvist; Alison Prendiville; Linköpings universitet; []
    Keywords : HUMANIORA; HUMANITIES; NATURVETENSKAP; NATURAL SCIENCES; service transformation; service implementation; service innovation; design; service logic; value co-creation; industrial service design;

    Abstract : As a field in practice and academia, service design is moving out of its formative phase. In service design research, the realisation of service transformation from idea to service practice and the ways that design(ers) can contribute to this process are topics that are not well understood yet. READ MORE

  4. 2. Proactivity in Service Failure and Service Recovery

    Author : Jasenko Arsenovic; Bo Edvardsson; Bård Tronvoll; Magnus Söderlund; Karlstads universitet; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; service failure; service recovery; complaint management; customer proactivity; employee proactivity; collaboration; customer responses; Business Administration; Företagsekonomi;

    Abstract : Although service failure and service recovery have been extensively researched, service employees struggle to recover an increasing number of customer complaints. The overall aim of this thesis is to explain the role of customer and employee proactivity in service failure and service recovery. READ MORE

  5. 3. Welfare Relationships : Voluntary organisations and local authorities supporting relatives of older people in Sweden

    Author : Lena Dahlberg; Rune Premfors; Tommy Möller; Staffan Johansson; Stockholms universitet; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; substitution; complementarity; welfare pluralism; voluntary organisation; welfare state; informal care; older people; Sweden; Political science; Statsvetenskap;

    Abstract : Sweden is often described as a country with a strong welfare state and little voluntary work. This is as would be expected according to substitution theory, in which extensive welfare systems are assumed to crowd out voluntary activity and thereby limit the potential for voluntary work – there is an inverse relationship between voluntary and statutory activity. READ MORE

  6. 4. Managing the Industrial Service Function

    Author : Christian Kowalkowski; Per-Olof Brehmer; Maria Holmlund-Rytkönen; Linköpings universitet; []
    Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Industrial service offerings; service function; manufacturing firms; ICT; customer relationships; value; Industrial organisation; administration and economics; Industriell organisation; administration och ekonomi;

    Abstract : During the past decade, growing attention has been given to industrial service offerings in the marketing literature as well as in many manufacturing firms. This phenomenon is often described as a goods-services transition, in which companies increasingly turn to the provision of industrial services in order to achieve competitive advantage, such a closer customer relationships and higher profit margins. READ MORE

  7. 5. Critical Business Episodes : The Criticality of Damage Adjustment Processes in Insurance Relationships

    Author : Mikael Gidhagen; Bo Edvardsson; Uppsala universitet; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Business studies; business-to-business; claim settlement; corporate insurance; critical episode; critical incident; customer relationship; damage adjustment; feeling of security; financial services; insurance; insurance marketing; insurance relationship; intangibility; loss; marketing; professional services; relationship; relationship character; relationship context; relationship development; relationship marketing; relationship quality; service; services marketing; service quality; Företagsekonomi; Business studies; Företagsekonomi; Business Studies; företagsekonomi;

    Abstract : Corporate insurance relationships involve a highly intangible professional service which provides the corporate customer with risk reduction. Insurance services are here defined as being composed of two elements: the delivery of a feeling of security, and, in the event of a loss, the damage adjustment and claim settlement. READ MORE