Search for dissertations about: "self-service technology"

Showing result 1 - 5 of 10 swedish dissertations containing the words self-service technology.

  1. 1. Self-Service Recovery

    Author : Niklas E. Johansson; Anders G. Nilsson; Bo Edvardsson; Sten Carlsson; Jan Lindvall; Karlstads universitet; []
    Keywords : NATURAL SCIENCES; NATURVETENSKAP; NATURVETENSKAP; NATURAL SCIENCES; Service recovery; self-service technology; self-service recovery; IT-enabler; value creation; Informatics; Informatik; Information Systems; Informatik; Service recovery SR ; self-service technology SST ; self-service recovery SSR ;

    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

  2. 2. Self-Service Recovery : Towards a Framework for Studying Service Recovery in a Self-Service Technology Context from a Management and IT Perspective

    Author : Niklas Johansson; []
    Keywords : NATURAL SCIENCES; NATURVETENSKAP; NATURVETENSKAP; NATURAL SCIENCES; Information Systems; Informatik;

    Abstract : The infusion of information technology (IT) into the service industry has been apparent in many respects. Positive aspects, such as greater flexibility, shorter lead-times and the improved use of resources, belong to the advantages gained by infusing IT into services. However, there are some negative aspects as well. READ MORE

  3. 3. Customer-Perceived Service-Quality and Technology-Based Self-Service

    Author : Johan Anselmsson; Företagsekonomiska institutionen; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; 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. 4. 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

  5. 5. Self-Service Business Analytics and the Path to Insights : Integrating Resources for Generating Insights

    Author : Imad Bani Hani; Institutionen för informatik; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Self-Service Business Analytics; Business Analytics; Insights; Resource integration; organizational environment; service dominant logic;

    Abstract : The nature of today’s business demands that Business Analytics (BA) extends to an operational level to better support employees in their decision-making. This is noticeable from the constant requests for new reports and changes in old ones at different employee levels. READ MORE