Sökning: "customer service experience"

Visar resultat 1 - 5 av 52 avhandlingar innehållade orden customer service experience.

1. 1. Design for Service: A framework for articulating designers’ contribution as interpreter of users’ experience

   Författare :Katarina Wetter Edman; Göteborgs universitet; []
   Nyckelord :HUMANIORA; HUMANITIES; NATURVETENSKAP; NATURAL SCIENCES; Design for Service; design practice; service logic; service design; user involvement user centered design; materialization; narrative; experience; design for service;

   Sammanfattning : During the past approximately 15 years designers have paid increasing attention to service and changes in our society, resulting in a new design discipline – service design. In parallel, designers’ contributions to service development and innovation have been brought forward, often emphasizing designers’ capability of involving users, acting in and through multidisciplinary teams and using visualization skills in these situations. LÄS MER

3. 2. Drivers of customers' service experiences : a customer perspective on co-creation of restaurant services, focusing on interactions, processes and activities

   Författare :Ute Walter; Åsa Öström; Bo Edvardsson; Tore Strandvik; Örebro universitet; []
   Nyckelord :customer service experience; experience driver; dynamic; restaurant; co-creation; critical incident technique; phone encounters; experience room; servicescape; social interaction; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; Culinary Arts and Meal Science; Måltidskunskap; Måltidskunskap; Culinary Arts and Meal Science;

   Sammanfattning : It is essential for service companies to understand how their customer service experiences are formed. This is especially important since service experiences are highly subjective and involve customers cognitively, emotionally and behaviorally. LÄS MER

4. 3. Health Care Customer Creativity

   Författare :Hannah Snyder; Mattias Elg; Lars Witell; Linköpings universitet; []
   Nyckelord :TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; MEDICIN OCH HÄLSOVETENSKAP; MEDICAL AND HEALTH SCIENCES; TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Customer creativity; service innovation; health care; co-creation; customer involvement;

   Sammanfattning : Crafting and stimulating service innovation is considered a main research priority and remains a challenge for service providers. One suggested component of stimulating service innovation is customer creativity. LÄS MER

5. 4. Packaging and Customer Value : A Service Perspective

   Författare :Martin Löfgren; Anders Gustafsson; Håkan Wiklund; Karlstads universitet; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Business studies; Företagsekonomi; Business Administration; Företagsekonomi;

   Sammanfattning : Already in the mid-seventies it was concluded that there are very few, if any, ‘pure’ goods or services. Nevertheless, over 20 years later, most publications on services focus on how service characteristics differ from goods. LÄS MER

7. 5. Self-Service Recovery

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

   Sammanfattning : 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. LÄS MER