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Service encounters in 2015 : desires and needs of future customers in the Swedish energy sector

Salomonson, Nicklas, (författare)
Högskolan i Borås
Lind, Mikael, 1969- (författare)
Högskolan i Jönköping, IHH, Informatik, CenIT, Informatics
Högskolan i Jönköping Internationella Handelshögskolan. IHH, Informatik. (creator_code:org_t)
Högskolan i Borås Institutionen Handels- och IT-högskolan. (creator_code:org_t)
Ingår i: Collaboration and the Knowledge Economy: Issues, Applications, Case Studies. - Amsterdam : IOS Press. - 978-1-58603-924-0 ; s. 522-529
  • Konferensbidrag (refereegranskat)
Abstract Ämnesord
  • The deregulation of the energy sector has led to a need to study service encounters between energy companies and customers. Due to that a continuous development of energy companies’ services will be even more important in the future this paper reports upon key values of energy customers of today and tomorrow. Based on the characteristics of the MeWe-generation together with attitudes and behaviour of customers of today seven different scenarios about future service encounters has been generated. An important characteristic of these scenarios are that customers of tomorrow are interpersonal individualists in the sense that they have an increased focus in self-reliance, self-realization and self-expression. They also participate actively in different physical and virtual communities and value friends as well as authenticity. Key values expressed by customers related to the services provided by energy companies are environmentally friendliness, cost efficiency, and technology intensive.


NATURVETENSKAP  -- Data- och informationsvetenskap -- Systemvetenskap, informationssystem och informatik (hsv//swe)
NATURAL SCIENCES  -- Computer and Information Science -- Information Systems (hsv//eng)
SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv (hsv//swe)
SOCIAL SCIENCES  -- Economics and Business (hsv//eng)


SOCIAL SCIENCES Statistics, computer and systems science Informatics, computer and systems science Informatics
SAMHÄLLSVETENSKAP Statistik, data- och systemvetenskap Informatik, data- och systemvetenskap Informatik
SOCIAL SCIENCES Business and economics
Service encounters
Energy services
service encounters
energy services
Services management
services marketing

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