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Numrering	Referens	Omslagsbild	Hitta
1.	Salomonson, Nicklas, et al. (författare) Service encounters in 2015 : desires and needs of future customers in the Swedish energy sector 2008 Ingår i: Collaboration and the Knowledge Economy: Issues, Applications, Case Studies. - Amsterdam : IOS Press. - 9781586039240 ; , s. 522-529 Konferensbidrag (refereegranskat)abstract 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.

Salomonson, Nicklas, et al. (författare)
Service encounters in 2015 : desires and needs of future customers in the Swedish energy sector
2008
Ingår i: Collaboration and the Knowledge Economy: Issues, Applications, Case Studies. - Amsterdam : IOS Press. - 9781586039240 ; , s. 522-529
Konferensbidrag (refereegranskat)abstract
- 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.

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