Search for dissertations about: "quality and customer satisfaction"

Showing result 1 - 5 of 53 swedish dissertations containing the words quality and customer satisfaction.

  2. 1. Quality practice and customer value: strengthening the ideal linkage

    Author : Johan Lilja; Mittuniversitetet; []
    Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; customer value; Total Quality Management; Quality Technology and Management; TQM; Quality control; attractive quality; Kvalitetsteknik; Kvalitet; Other industrial engineering and economics; Övrig industriell teknik och ekonomi; Kvalitetsteknik;

    Abstract : Quality management is continuously evolving and the progression so far is frequently described in terms of four stages. According to these descriptions, Total Quality Management (TQM) constitutes the currently highest level, or fourth stage, of quality management. READ MORE

  4. 2. Quality Practice : An Empirical Investigation of Product Development and the Goods-To-Service Continuum

    Author : Lars Nilsson; A. Parasuraman; Lilian Nilsson; Linköpings universitet; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY;

    Abstract : During the past 20 years, there has been steady growth not only in the service sector but also in the service content of most products. Traditional manufacturing companies have become more dependent on the services they provide and this part of their business is very important for their business result. READ MORE

  5. 3. Customer value in commercial experiences : Expecting the unexpected

    Author : Maria Eriksson; Håkan Wiklund; Ingela Bäckström; Pernilla Ingelsson; Su Mi Park-Dahlgaard; Mittuniversitetet; []
    Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Commercial Experience; Customer Value; Hedonic Value; Quality; Experiential quality; TQM; Kano model; Attractive Quality; Co-creation; Storytelling; Strong Engagement; Kommersiell upplevelse; Kundvärde; Njutnings- upplevelseinriktat värde; Kvalitet; Upplevelsekvalitet; TQM; Kano-modellen; Attraktiv kvalitet; Samskapa; Storytelling och Starkt engagemang;

    Abstract : To an ever greater extent, customers desire experiences that are highly emotional, personally designed and memorable. Today’s customer has an increasing need to be entertained and often searches for pleasurable offerings of hedonic value. READ MORE

  6. 4. 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

  7. 5. On the Relationship between Sustainable Health and Quality Management : Leadership and organizational behaviours from Swedish organizations

    Author : Ingela Bäckström; Håkan Wiklund; Bengt Klefsjö; Johnny Lindström; Mittuniversitetet; []
    Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Quality Management; Sustainable health; Leadership; Values; Quality Technology and Management; TQM; Quality control; Kvalitetsteknik; Kvalitet; Other industrial engineering and economics; Övrig industriell teknik och ekonomi;

    Abstract : Sickness absence not only causes significant costs for organizations but also leads to other negative consequences for individuals and societies. Previous research has shown that working with organizational values within Quality Management affects job satisfaction and results in increased profitability and customer satisfaction. READ MORE