Search for dissertations about: "service delivery"

Showing result 1 - 5 of 165 swedish dissertations containing the words service delivery.

  1. 1. IT Service Delivery in Nicaraguan Internet Service Providers analysis and Assessment

    University dissertation from Stockholm : KTH Information and Communication Technology

    Author : Will Johnny Flores Delgadillo; Paul Johannesson; Lazar Rusu; Eva Söderström; [2010]
    Keywords : NATURVETENSKAP; NATURAL SCIENCES; IT; service delivery; Internet service provider; TECHNOLOGY Information technology; TEKNIKVETENSKAP Informationsteknik; SRA - ICT; SRA - Informations- och kommunikationsteknik;

    Abstract :  The thesis addresses the research question: How to describe, understand, and explain IT service delivery? Based on the research question, the following research questions were derived:  How to analyse IT service delivery based on ITIL in order to determine its current situation? How to formalize elements of IT service delivery in maturity level that can be used to assess its current status? These research questions are answered by two IT artefacts: an analysis method and a maturity model for IT service delivery. Both of them are constructed by design-science research guidelines. READ MORE

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

    University dissertation from Lund Business Press

    Author : Johan Anselmsson; [2001]
    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

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

    University dissertation from Department of Design Sciences, Faculty of Engineering, Lund University

    Author : Yulia Vakulenko; [2020-07-15]
    Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; 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

  4. 4. Government e-service delivery identification of success factors from citizens' perspective

    University dissertation from Luleå : Luleå tekniska universitet

    Author : Parmita Saha; [2008]
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Industriell marknadsföring; Industrial Marketing;

    Abstract : The successful adoption of new technologies helps governments achieve efficiency in their implementation and delivery of public services to citizens. The objective behind various e-government initiatives has shifted in recent years towards establishing services that cater more to citizens' needs and offer greater accessibility. READ MORE

  5. 5. Customer-to-customer roles and impacts in service encounters

    University dissertation from Stockholm, Sweden : KTH Royal Institute of Technology

    Author : Linda Lee; Esmail Salehi-Sangari; Ian P McCarthy; Gerard Prendergast; [2016]
    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