Search for dissertations about: "service delivery"

Showing result 16 - 20 of 201 swedish dissertations containing the words service delivery.

2. 16. 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

4. 17. Smart Homes and User Values : Long-term evaluation of IT-services in Residential and Single Family Dwellings

   Author : Greger Sandström; Ulf Keijer; Brian Atkin; KTH; []
   Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; accessibility; developer; dwelling; construction process; evaluation; home; housing; information technology; intelligent building; long-term; model; post-occupancy evaluation; resident; service delivery; smart home; trust; usability; usefulness; user; user evaluation; user experience; user value; Architecture; Arkitektur;

   Abstract : Do residents find value in smart home functions? How should these functions be designed to offer user benefit? These were the governing questions of this study that involved nearly 200 families in three different housing projects during five years of occupancy. The housing units were equipped with advanced smart homes solutions, electronic and digital devices to control them, and a set of functions to increase comfort, safety and security in the homes. READ MORE

5. 18. 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

6. 19. E-Business in an Established Customer Vendor Relationship - Implications for Customer Service and Logistics

   Author : Fredrik Orremo; Förpackningslogistik; []
   Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; E-commerce; E-business; packaging logistics; Customer Service; Logistics;

   Abstract : E-business is becoming more and more common today. The predictions of future growth give clear indications that companies will use e-business more and more. However in the growth of e-business it has been identified that there is a common lack of understanding in customer needs and logistics. READ MORE

7. 20. Last-mile delivery services in retail : a consumer-centric approach

   Author : John Olsson; Förpackningslogistik; []
   Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Unattended home delivery; customer experience; customer expectations; circular business model innovation;

   Abstract : The retail industry faces a multitude of complex sustainability challenges, which calls for transformational change. While the retail industry is a major driver of production and consumption patterns, it also offers significant potential to reduce global greenhouse gas emissions. READ MORE