Search for dissertations about: "SERVICE QUALITY IN PUBLIC"

Showing result 1 - 5 of 135 swedish dissertations containing the words SERVICE QUALITY IN PUBLIC.

  2. 1. Customer-Perceived Service-Quality and Technology-Based Self-Service

    Author : Johan Anselmsson; Företagsekonomiska institutionen; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Nationalekonomi; economic policy; economic systems; economic theory; econometrics; Economics; service technology; customer characteristics; self-service technology; service marketing; Service quality; technology-based self-service; ekonometri; ekonomisk teori; ekonomiska system; ekonomisk politik; Management of enterprises; Företagsledning; management;

    Abstract : This doctoral thesis deals with consumers’ attitudes towards serving them-selves with machines rather than being served by personnel. Its aim is to contribute to the theory of perceived service quality by providing a better understanding of customers’ attitudes and preferences when using technology-based self-service. READ MORE

  4. 2. Co-creation of Value in Public Transportation - A Quality Management Perspective

    Author : Åsa Rönnbäck; Chalmers tekniska högskola; []
    Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; public transportation; quality management systems; self-assessment; public procurement; value creation; quality management; Action research;

    Abstract : Outsourcing service provision as a business strategy has become increasingly popular. This has resulted in new managerial challenges in terms of creating value for customers. The establishment of these inter-organisational relationships has resulted in additional actors, who perform a greater number of increasingly complex activities. READ MORE

  5. 3. Improvements for value creation in public services

    Author : Daniel Gyllenhammar; Chalmers tekniska högskola; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; value co-creation; public services; customer focus; welfare services; service ecosystems; public service logic; Improvements; change processes;

    Abstract : The demands on public services are constantly increasing and the public sector has, over the years, been subject to several management approaches trying to improve it. These new approaches have been criticized lately for an overly emphasis on market forces, specialization, and an intra-organizational focus, resulting in fragmented services and a poor system understanding for both citizens and employees of public organizations. READ MORE

  6. 4. 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

  7. 5. Patient and public involvement in hospital quality improvement interventions : the mechanisms, monitoring and management

    Author : Carolina Bergerum; Maria Wolmesjö; Johan Thor; Christina Petersson; Christine Kumlien; Jönköping University; []
    Keywords : MEDICIN OCH HÄLSOVETENSKAP; MEDICAL AND HEALTH SCIENCES; clinical microsystem; co-production; hospital organisation; improvement science; patient and public involvement; programme theory; public service operations management; quality improvement; service-dominant logic; Health Care Service and Management; Health Policy and Services and Health Economy; Hälso- och sjukvårdsorganisation; hälsopolitik och hälsoekonomi;

    Abstract : This dissertation focuses on the mechanisms, monitoring and management of patient and public involvement in hospital quality improvement (QI) interventions. Findings from a literature review generated an initial programme theory (PT) on active patient involvement in healthcare QI interventions (Paper 1). READ MORE