Search for dissertations about: "customer satisfaction"

Showing result 6 - 10 of 85 swedish dissertations containing the words customer satisfaction.

  2. 6. Customer-to-customer roles and impacts in service encounters

    Author : Linda Lee; Esmail Salehi-Sangari; Ian P McCarthy; Gerard Prendergast; KTH; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Service encounters; group service encounters; customer-to-customer interaction; customer cohort climates; other customers; service operations; online reviews; Industriell ekonomi och organisation; Industrial Engineering and Management;

    Abstract : This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. READ MORE

  4. 7. 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

  5. 8. Are you really listening to what your customers are saying? Making use of customer feedback in the era of servitization and digitalization

    Author : Andrea Birch-Jensen; Chalmers tekniska högskola; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; capabilities; servitization; customer satisfaction; service improvements; customer feedback; digitalization;

    Abstract : As digitalization and servitization are transforming the customer offering, and as customers’ wishes and needs are growing increasingly complex, the processes related to understanding how customers perceive the offering need to adapt accordingly. Thus, the customer feedback channels and content are impacted, creating challenges and opportunities for firms in both service and manufacturing industries. READ MORE

  6. 9. Understanding bank-SME relationships: the influence of adaptation and fairness on customer satisfaction

    Author : Fatima Vegholm; Lars Silver; Kent Eriksson; Björn Berggren; Zander Ivo; KTH; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SMEs; banks; adaptation; fairness; customer satisfaction; relationships; Business studies; Företagsekonomi;

    Abstract : .... READ MORE

  7. 10. From Customer Satisfaction to Citizen Interaction : a cooperation model for community development based on Total Quality Management

    Author : Maria Fredriksson; Bengt Klefsjö; Lars Carlsson; Johnny Lindström; Luleå tekniska universitet; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Kvalitetsteknik;

    Abstract : Current problems with unemployment and the consequences of cut-down in the public sector need appropriate solutions, where private citizens perhaps take on more active roles than today, individually or in groups. The aim with this doctoral thesis is to contribute to one such solution, which is a cooperation model for societal development in local communities, based on Total Quality Management (TQM) and on the participation of many residents. READ MORE