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Träfflista för sökning "LAR1:kau srt2:(2005-2009);pers:(Witell Lars)"

Sökning: LAR1:kau > (2005-2009) > Witell Lars

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  • Davidsson, Nina, et al. (författare)
  • Degree of Service-orientation in the pulp and paper industry
  • 2009
  • Ingår i: International Journal of Services Technology and Management. - : Inderscience Enterprises Ltd. - 1460-6720 .- 1741-525X. ; 11:1, s. 24-41
  • Tidskriftsartikel (refereegranskat)abstract
    • Many companies in the process industries are seeing the advantages of services but are struggling with the changes these require as regards the offering and the organisation. This paper presents an empirical investigation within the pulp and paper industry based on a survey of Swedish manufacturing firms and a multiple case study of three case companies and their customers. To investigate whether the manufacturers active in this industry are product-oriented or are becoming more service-oriented, five themes important to the companies under study are presented and discussed: that is, finding the right mix of physical products and services, the concept of service, business models, technology-based services and organising service delivery.
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  • Edvardsson, Bo, et al. (författare)
  • Identifying Satisfiers and Dissatisfiers in the Service Encounter
  • 2005
  • Ingår i: Asian journal on quality. - : Emerald Group Publishing Limited. - 1598-2688. ; 6:1, s. 8-23
  • Tidskriftsartikel (refereegranskat)abstract
    • Service attributes are important for customer perceptions of service quality. However, in spite of huge amount of research, the role of service attributes as satisfiers and dissatisfiers in service incounters is not understood well enough. An empirical investigation is conducted concerning a problem resolution service in the telecommunication industry. We use both qualitative and quantitative service performance data to describe and analyze how critical incidents can be used to identify and understand which service attributes are perceived as satisfiers and dissatisfiers. Our study reveals that there is a subset of critical incidents, so called critically critical incidents, which are perceived differently and are different in content compared to critical incidents. These incidents are extremely rich of information and have the possibility to reveal the real satisfiers and dissatisfiers in a service encounter.
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  • Resultat 1-10 av 44

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