Search for dissertations about: "Customer Experience"

Showing result 6 - 10 of 95 swedish dissertations containing the words Customer Experience.

2. 6. Exploring customer needs from a digital healthcare service

   Author : Daan Kabel; Mattias Elg; Jason Martin; Lars Witell; Anders Fundin; Linköpings universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Customer experience; Digital service quality; E-health; mHealth; Voice of the customer; Electronic word-of-mouth; Method comparison;

   Abstract : Cost-effectively capturing and understanding customer needs allows a firm to stay synchronized with the market, to stay ahead of competitors, and to enable service innovation. Traditional qualitative market research methods, such as interviews and focus groups are well-known methods for identifying and capturing customer needs but can be costly, tedious, time-consuming, and can require intensive collaboration with customers. READ MORE

4. 7. Gameful experiences : The not so painful road to gainful behavior

   Author : Johan Högberg; Erik Wästlund; Per Kristensson; Juho Hamari; Per Backlund; Karlstads universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Gamification; Gameful experience; Engagement; Customer experience; In-store marketing; Psykologi; Psychology;

   Abstract : The aim of this work is to investigate the experiences that users make when using gamified services and the effect that such experiences have on the targeted behavioral outcomes. Considerable attention is dedicated to the gameful experience, since this experience is necessary for gamification to affect the target behavior. READ MORE

5. 8. Last-mile delivery services in retail : a consumer-centric approach

   Author : John Olsson; Förpackningslogistik; []
   Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Unattended home delivery; customer experience; customer expectations; circular business model innovation;

   Abstract : The retail industry faces a multitude of complex sustainability challenges, which calls for transformational change. While the retail industry is a major driver of production and consumption patterns, it also offers significant potential to reduce global greenhouse gas emissions. READ MORE

6. 9. The evolving role of customer focus in quality management: Using customer feedback to mobilize quality improvements in the age of digitalization and increased service delivery

   Author : Andrea Birch-Jensen; Chalmers tekniska högskola; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; quality improvements; digitalization; small data; customer feedback; customer focus; service improvements; manufacturing; quality management;

   Abstract : Understanding customer needs is fundamental for being able to deliver high quality products and services, and, as a result, maintain and improve customer satisfaction. Achieving this has become a challenge, as rapid technological developments, market saturation, and increasingly skilled competition from low-cost economies have led to progressively more complex customer needs. READ MORE

7. 10. Design for Service: A framework for articulating designers’ contribution as interpreter of users’ experience

   Author : Katarina Wetter Edman; Göteborgs universitet; []
   Keywords : HUMANIORA; HUMANITIES; NATURVETENSKAP; NATURAL SCIENCES; Design for Service; design practice; service logic; service design; user involvement user centered design; materialization; narrative; experience; design for service;

   Abstract : During the past approximately 15 years designers have paid increasing attention to service and changes in our society, resulting in a new design discipline – service design. In parallel, designers’ contributions to service development and innovation have been brought forward, often emphasizing designers’ capability of involving users, acting in and through multidisciplinary teams and using visualization skills in these situations. READ MORE