Search for dissertations about: "customer journey"

Showing result 1 - 5 of 17 swedish dissertations containing the words customer journey.

2. 1. Tracing Smartphone-Enabled Customer Journeys : A Socio-Material Approach

   Author : Patrik Stoopendahl; Jens Hultman; Högskolan i Borås; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Customer journey; Socio-material perspectives; Trace ethnography; Agency; Smartphone; Textil och mode generell ; Textiles and Fashion General ;

   Abstract : This doctoral thesis delves into the transformation of the customer journey—that is, the direct and indirect interactions between a customer and retailer over time—in the smartphone era. Using a socio-material perspective, it goes beyond current visions of the customer journey, which often focus on emotions and experiences, and instead explores how agency is distributed across elements that include consumers and their relationship with their smartphone as a device and a gateway to a digital market infrastructure. READ MORE

4. 2. Backers’ crowdfunding journey – An engagement perspective

   Author : Nadia Arshad; Adele Berndt; Tomas Müllern; Robin Teigland; Jönköping University; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; engagement; customer journey; crowdfunding; service dominant logic;

   Abstract : Crowdfunding refers to accumulating small sums of money from the general public through the Internet for a collective larger amount to fund small or medium-sized ventures in exchange for some benefit. The contribution can be as a donation (for no material reward), a purchase (for getting a reward in return), debt (to get money returned), or equity (for sharing future profit). READ MORE

5. 3. 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

6. 4. 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

7. 5. Improving Travel Satisfaction with Public Transport

   Author : Roberto Fernández Abenoza; Yusak Octavius Susilo; Oded Cats; Lars E. Olsson; KTH; []
   Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Customer Satisfaction; Service Quality; Public Transport; Door-to-door journey; Trip legs; Multimodal trips; User profiles; Market segmentation; Geographical variations; Transportvetenskap; Transport Science;

   Abstract : The existing link between PT travelers’ satisfaction, ridership and loyalty prove the relevance of improving overall trip satisfaction. The thesis present an array of approaches and methodologies aiming at increasing overall satisfaction with PT door-to-door trips while covering important issues that previous research has failed to address. READ MORE