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Visar resultat 16 - 20 av 127 avhandlingar som matchar ovanstående sökkriterier.

1. 16. Critical Business Episodes : The Criticality of Damage Adjustment Processes in Insurance Relationships

   Författare :Mikael Gidhagen; Bo Edvardsson; Uppsala universitet; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Business studies; business-to-business; claim settlement; corporate insurance; critical episode; critical incident; customer relationship; damage adjustment; feeling of security; financial services; insurance; insurance marketing; insurance relationship; intangibility; loss; marketing; professional services; relationship; relationship character; relationship context; relationship development; relationship marketing; relationship quality; service; services marketing; service quality; Företagsekonomi; Business studies; Företagsekonomi; Business Studies; företagsekonomi;

   Sammanfattning : Corporate insurance relationships involve a highly intangible professional service which provides the corporate customer with risk reduction. Insurance services are here defined as being composed of two elements: the delivery of a feeling of security, and, in the event of a loss, the damage adjustment and claim settlement. LÄS MER

3. 17. Proactivity in Service Failure and Service Recovery

   Författare :Jasenko Arsenovic; Bo Edvardsson; Bård Tronvoll; Magnus Söderlund; Karlstads universitet; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; service failure; service recovery; complaint management; customer proactivity; employee proactivity; collaboration; customer responses; Business Administration; Företagsekonomi;

   Sammanfattning : Although service failure and service recovery have been extensively researched, service employees struggle to recover an increasing number of customer complaints. The overall aim of this thesis is to explain the role of customer and employee proactivity in service failure and service recovery. LÄS MER

4. 18. Enhancing the Industrial Service Offering : New Requirements on Content and Processes

   Författare :Christian Kowalkowski; Staffan Brege; Per-Olof Brehmer; Lars Witell; Linköpings universitet; []
   Nyckelord :TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Industrial service offerings; Bundling; Customer relationships; Process interfaces; Industrial organisation; administration and economics; Industriell organisation; administration och ekonomi;

   Sammanfattning : The overall purpose of this thesis is to describe and analyse how capital goods manufacturers can enhance their industrial service offering.The theoretical basis of this research is found in services marketing, recognising co-creation of value, that the service process is an open production system and that the customer determines value as the manufacturer can only offer value propositions. LÄS MER

5. 19. Urban Consolidation Centres : On Relationships between Customer Needs and Services in City Logistics

   Författare :Henrik Johansson; Maria Björklund; Martina Berglund; Henrik Pålsson; Linköpings universitet; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES;

   Sammanfattning : Urban Consolidation Centres (UCCs) are often conceived as an enabler to alleviate negative effects associated with distribution of goods in cities, such as traffic congestion and hazardous emissions. UCCs not only have the potential to reduce these effects but also provide alternative distribution solutions by introducing new transhipment points. LÄS MER

7. 20. A Relational View on Digital Servitization : Empirical Insights from Industrial Relationships

   Författare :Anmar Kamalaldin; David Sjödin; Vinit Parida; Joakim Björkdahl; Luleå tekniska universitet; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Digital Servitization; Digitalization; Industry 4.0; PSS; Business Models; Innovation Ecosystems; B2B; Entreprenörskap och innovation; Entrepreneurship and Innovation;

   Sammanfattning : Background and purpose: Digital technologies are enabling the transformation of manufacturing companies from being a product provider to a service provider, a trend that is referred to as ‘digital servitization’. Providers typically adopt a digital servitization strategy to differentiate themselves from competitors, create new revenue streams, and unlock new value creation opportunities for their industrial customers. LÄS MER