Search for dissertations about: "Service Management"

Showing result 6 - 10 of 839 swedish dissertations containing the words Service Management.

  2. 6. 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

  4. 7. A Service Management Perspective on Healthcare Improvement: Integrating Social Context

    Author : Erik Eriksson; Chalmers tekniska högskola; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; MEDICIN OCH HÄLSOVETENSKAP; MEDICAL AND HEALTH SCIENCES; MEDICIN OCH HÄLSOVETENSKAP; MEDICAL AND HEALTH SCIENCES; healthcare; social constructionism; service management; quality management; improvement science;

    Abstract : The current dissertation argues that ideas from service research should be given a more prominent position in improving healthcare that is capable of managing current and future challenges. The integration and combination of intangible resources, such as knowledge and skills, constitute the service in this thesis; thus, service is conceived as a verb. READ MORE

  5. 8. 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

  6. 9. Towards an augmented audit service

    Author : Jan Lenning; Chalmers tekniska högskola; []
    Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; internal audits; quality management; exploitation; management system; external audits; ISO; co-creation; exploration; service logic; process management;

    Abstract : To be competitive performing with good quality, improving customer satisfaction, and increasing operational efficiency have become key. Concepts and methods such as Total Quality Management, Six Sigma and Lean have been implemented to manage these demands. READ MORE

  7. 10. 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