Search for dissertations about: "Service Improvements"

Showing result 1 - 5 of 172 swedish dissertations containing the words Service Improvements.

2. 1. Self-Service Recovery

   Author : Niklas Johansson; Anders G. Nilsson; Bo Edvardsson; Sten Carlsson; Jan Lindvall; Karlstads universitet; []
   Keywords : NATURVETENSKAP; NATURAL SCIENCES; Service recovery; self-service technology; self-service recovery; IT-enabler; value creation; Informatics; Informatik; Information Systems; Informatik;

   Abstract : Service recovery is about problems. What happens when customers experience problems? Well, sometimes customers complain to the one responsible for the service. Sometimes customers do not complain but instead tell somebody else about the problem, possibly leading to a bad reputation for the one responsible for the service. READ MORE

4. 2. Logistics Service Providers Going Green : A Framework for Developing Green Service Offerings

   Author : Karin Isaksson; Maria Huge-Brodin; Maria Björklund; Mats Abrahamsson; Roland Hellberg; Linköpings universitet; []
   Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Logistics service providers; new service development; framework; green service offerings; environmental work;

   Abstract : Environmental impact has increasingly become a “buzzword” and an important topic. This topic has been integrated into the agenda of many companies worldwide, and this dissertation focuses on the transportation and logistics industry. 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. Patient involvement and service innovation in healthcare

   Author : Jon Engström; Mattias Elg; Lars Witell; Glenn Robert; Linköpings universitet; []
   Keywords : Patient Involvement; participation; co-creation; patient empowerment; user involvement. patient centered care; motivation; user experiences; co-creation; service development; service innovation; service design; health care; lead users; diary; value;

   Abstract : This thesis adds to a stream of research suggesting that healthcare can be more patient centered and efficient by redefining the role of the patient from a passive receiver to a more active and collaborative participant. This may relate to healthcare provision (Anderson and Funnell, 2005; Berry and Bendapudi, 2007; Bitner and Brown, 2008; McColl-Kennedy et al. READ MORE

7. 5. 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