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Showing result 1 - 5 of 24 swedish dissertations matching the above criteria.

2. 1. The Leader of the Pack : A Service Perspective on Packaging and Customer Satisfaction

   Author : Martin Löfgren; Anders Gustafsson; Lars Witell; Bo Edvardsson; Bo Bergman; Karlstads universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Customer satisfaction; Kano; Packaging; Business studies; Företagsekonomi; Business Administration; Företagsekonomi;

   Abstract : Almost everything we as consumers buy in a store has a package. Packages have many functions – some, if not all, present marketers with the opportunity to gain competitive advantages. 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. The Role of Service Guarantees in Managing Services

   Author : Sara Björlin Lidén; Bo Edvardsson; Robert Johnston; Karlstads universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Service Guarantee; Service Recovery; Service Development; Service Management; Mystery Shopping; Focus Group Interview; Public Transport; Business studies; Företagsekonomi; Business Administration; Företagsekonomi;

   Abstract : Service guarantees have been argued to have many roles in managing services, for instance signal service quality, attract new customers, increase satisfaction and retention, and to differentiate the company from its competitors. Despite a growing interest from service organizations, research on service guarantees has been surprisingly scarce. READ MORE

6. 4. Using contracts to manage services : A study of contracts in public transport

   Author : Carolina Camén; Bo Edvardsson; Virpi Havila; Karlstads universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Contracts; services; service quality; business-to-business relationship; public transport; Business Administration; Företagsekonomi;

   Abstract : Contracts play a key role in many business to business relationships. Service organisations are no exception. Despite a growing interest of services and how services are managed, research on how to use contracts to manage services has been surprisingly sparse in service research. 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