Search for dissertations about: "self service business"

Showing result 1 - 5 of 41 swedish dissertations containing the words self service business.

  2. 1. 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

  4. 2. Emotions in service encounters from the perspectives of employees and customers

    Author : Terje Slåtten; Bo Edvardsson; Veronica Liljander; Karlstads universitet; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Emotions; service encounters; employees; customers; Business studies; Företagsekonomi; Business Administration; Företagsekonomi;

    Abstract : The overall aim of this thesis is to contribute to deepening and extending our understanding and knowledge of emotions in service encounters by studying it from the two most central human actors in service encounter: (i) the service firm’s employees and (ii) the customer of this firm. This dissertation consist of five separate papers that conceptualize and empirically investigate how different appraisals by employees and customers generate positive and negative emotions, and how types of emotions in service encounters are linked to patterns of behavioural responses. READ MORE

  5. 3. Self-service Last Mile Delivery : E-consumer perspective on service renovation

    Author : Yulia Vakulenko; Förpackningslogistik; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; self-service technology; e-commerce; last mile delivery; consumer; service renovation;

    Abstract : The continuous growth of e-retail in the B2C sector has been generating new recordsin revenues for several years. This has led to diversification of the marketinteractions and actors that are involved and impacted by the respective operationsand trends. READ MORE

  6. 4. Technology-based self-service and its impact on service firm performance : a resource-based perspective

    Author : Jinhui Wang; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Industriell marknadsföring; Industrial Marketing;

    Abstract : Improving productivity is crucial for service firms to be competitive. To have customers perform certain tasks normally undertaken by employees is an important means to achieving this objective. With the aid of technology, the scale and scope of self-service has significantly increased in recent years. READ MORE

  7. 5. Rhetorical business : A study of marketing work in the spirit of contradiction

    Author : Tomas Nilsson; Institutionen för tjänstevetenskap; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; ethnography; consulting; professional services; knowledge-intensive services; sophists; argumentation; rhetoric; marketing work; marketing practice; Marketing; rhetorical analysis; Marketing; Marketing;

    Abstract : Marketing has traditionally been understood from the perspective of marketing management. This causes problems when we study marketing practices because the normative discourse of marketing management is not particularly useful for describing the day-to-day work of marketing practitioners. This calls for marketing research from new perspectives. READ MORE