Search for dissertations about: "Service Studies"

Showing result 1 - 5 of 1338 swedish dissertations containing the words Service Studies.

2. 1. 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. 2. Stakeholder Engagement for Service Design : How service designers identify and communicate insights

   Author : Fabian Segelström; Stefan Holmlid; Catriona Macaulay; Linköpings universitet; []
   Keywords : NATURVETENSKAP; NATURAL SCIENCES; service design; design; service; design research; tjänstedesign; design; tjänst; användarstudier;

   Abstract : Service design is a field emerging from the new-found interest in services as a design material by practitioners and academics of the human-centred design tradition. As such, the field can build on the knowledge from previous work in design as well as in service research. READ MORE

5. 3. 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

6. 4. Service in the Airlines : Customer or Competition Oriented?

   Author : Henrik Malver; Colin Armistead; Stockholms universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Organizational culture; service encounter; uneven service; embedded service; destructive knowledge; semiotics; Business studies; Företagsekonomi; Business Administration; företagsekonomi;

   Abstract : This dissertation has two objectives. The first objective is to study an airline's organizational culture and its impact on the provision of service through a semiotic perspective, focusing on competence development, image, and the quality of service provided. READ MORE

7. 5. 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