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Development of Personalised Services in Small Businesses: : an iterative learning process
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- Gottfridsson, Patrik (author)
- Karlstads universitet,Centrum för tjänsteforskning,Avdelningen för företagsekonomi,SAMOT
- (creator_code:org_t)
- Emerald, 2010
- 2010
- English.
- In: Managing Service Quality. - : Emerald. - 0960-4529 .- 1758-8030. ; 20:4, s. 388-400
- Journal article (peer-reviewed)
Abstract
Subject headings
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- Purpose - The aim of this study is to achieve a better understanding of how small business develops personalised business-to-business services Design/methodology/approach - In-depth interviews are conducted with representatives of 11 small Swedish companies in the service sector Qualitative data from the interviews are coded and sorted according to themes Findings - Service development in the firms studied is an unstructured, incremental, and relatively informal process that proceeds as part of the firms' day-to-day interactions with their customers It is essentially an iterative learning process by which individuals develop new knowledge and competencies to enhance the capacity of their firms to solve the specific problems of customers Originality/value - In contrast to the highly structured and sequenced models that have characterised most of the existing research on service development, this study provides an alternative view of new service development as a relatively informal learning process
Subject headings
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
Keyword
- Företagsekonomi
- Business Administration
Publication and Content Type
- ref (subject category)
- art (subject category)
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