ABSTRACT The Relationship between Service Quality, Service Value, Customer Satisfaction, and Repurchase Intention- Example of Medical Cosmetology Clinic in Kaohsiung It is an essential task for managers of clinic to promote service quality, service value, patient satisfaction, and setup efficient marketing strategies to attract patients. From the view of repurchase intention, when patients have positive intention to purchase medical service, they will not only propagate for this clinic but also keep repurchasing medical services from that clinic. Therefore, it is important for clinics to keep patients¡¦ repurchase intention in mind to grasp their future. By sending questionnaires, this study surveyed patients of two medical cosmetology clinics in southern Taiwan randomly, with which the valid returned questionnaires are 314. The methodology of this study is structural equation model. By performing SEM, this study discusses the relationship between service quality, service value, customer satisfaction and repurchase intention. Besides, this study discusses the marketing programs to improve medical quality and upgrading patient satisfaction. This study suggests cosmetology medical clinic should endeavor in upgrading service quality, including reliability, assurance, and tangibility, responsibility and empathy. Thus would lead to the promoting of service value, satisfaction and repurchase intention. Therefore, repurchase intention leads to actual purchasing behavior. Finally, this study also does some managerial implications for managers of medical cosmetology clinics according to the analytic results.

Marketing literature has propagated “customer-participation” and “co-production” in the seller-buyer framework since the 1970s (Lovelock and Young 1979), yet marketing knowledge gaps exist in this area. Recent management research emphasise the need to re-evaluate how value is created for consumers and to consider the close nature of the interactions between buyers and sellers (Payne et al 2008). Vargo and Lusch’s (2004) proposed service-dominant logic reiterates this need, arguing that the “customer is always the co-creator of value”, as they are part of the system that delivers value. Understanding value co-creation is then important to management research, as it uncovers new opportunities to create “value” for customers. This also enables firms to formulate better pricing strategies. This thesis examines value co-creation attributes and how they may impact on the customer’s willingness to pay. Three studies utilising qualitative and quantitative methods have been conducted to address the research question. The first two studies employed qualitative methods to derive insights into value co-creation attributes from a comparative case study perspective under two different service contexts; the defence and healthcare industries. The third study, conducted under the higher education context, employed quantitative methods to gauge the impact of value co-creation attributes on the customers’ willingness to pay. The qualitative studies found six generic value co-creation attributes, while the quantitative study empirically verified the importance of value co-creation attributes and the fact that they may impact on the customer’s willingness to pay for a service. This thesis validates that value co-creation is important in service provision. As customers become increasingly informed and empowered, a deeper understanding of how customers co-create value with the firm is then central to marketing activities, specifically in how firms design and price their services. Therefore, this thesis contributes to marketing knowledge by proposing value co-creation attributes that have both theoretical and managerial implications.

<p>Denna studie handlar om storbankernas interna värdeskapande processer med de anställda för att kunna skapa lojala kunder. Fokus ligger på just den interna marknadsföringen då denna måste vara effektiv för att den externa marknadsföringen ska bli framgångsrik. Ambitionen med undersökningen är att analysera vilka marknadsföringsstrategier de traditionella storbankerna bör använda sig av för att skapa lojala kunder. Detta krävs då den svenska bankmarknaden idag karaktäriseras av en mättad marknad. Konkurrensen är hård på grund av att både mindre svenska nischbanker och nya utländska aktörer försöker ta storbankernas marknadsandelar.</p><p>För att storbankerna ska kunna skapa lojala kunder måste de få dem hög involverade. Utifrån denna undersökning kan man dock se att bankkunderna inte är involverade när det gäller relationen till sin bank. Kunderna är viktigare för banken än vad banken är för kunderna.</p>

Denna studie handlar om storbankernas interna värdeskapande processer med de anställda för att kunna skapa lojala kunder. Fokus ligger på just den interna marknadsföringen då denna måste vara effektiv för att den externa marknadsföringen ska bli framgångsrik. Ambitionen med undersökningen är att analysera vilka marknadsföringsstrategier de traditionella storbankerna bör använda sig av för att skapa lojala kunder. Detta krävs då den svenska bankmarknaden idag karaktäriseras av en mättad marknad. Konkurrensen är hård på grund av att både mindre svenska nischbanker och nya utländska aktörer försöker ta storbankernas marknadsandelar. För att storbankerna ska kunna skapa lojala kunder måste de få dem hög involverade. Utifrån denna undersökning kan man dock se att bankkunderna inte är involverade när det gäller relationen till sin bank. Kunderna är viktigare för banken än vad banken är för kunderna.

The competition between organizations has become tougher due to the globalization of the market place. This case study has been conducted at Stilexo, which are situated in Skillingaryd. Stilexo is an aluminum die caster and is a part of the Alteams group. Within the Swedish market approximately half of the casted products used are imported and this is a trend that seems to be increasing. In order to stay competitive next to the foreign suppliers the Swedish manufactures needs to differentiate, the question is how? In order to find the answer to the question Thomke and Hippel (2002) argues that the suppliers must listen to their customer with the intention of finding the needs and wants of the customers. The purpose of this thesis is to interpret how Stilexo can create higher customer value. This thesis has been written with an interpretivistiv research position combined with an inductive approach. The research strategy used is a single case study strategy. A qualitative approach has been used with in-depth interviews of employees at Stilexo and of existing/potential customers to them. Price, quality and the ability to deliver on time are parameters that have to be fulfilled in order for a supplier to be qualified. If these parameters are reached there are other values that can make a supplier an order winner. The main finding is that the relationship between the supplier and the customer is very vital. A higher interaction between the two parties has the potential of increasing the customer value. Co-creation of new products is something that is mentioned as value adding that can be gained from higher interaction. Further on innovativeness, flexibility, technology, and that the supplier can handle the whole supply chain has also been identified as value adding activities.

<p>The competition between organizations has become tougher due to the globalization of the market place. This case study has been conducted at Stilexo, which are situated in Skillingaryd. Stilexo is an aluminum die caster and is a part of the Alteams group. Within the Swedish market approximately half of the casted products used are imported and this is a trend that seems to be increasing. In order to stay competitive next to the foreign suppliers the Swedish manufactures needs to differentiate, the question is how? In order to find the answer to the question Thomke and Hippel (2002) argues that the suppliers must listen to their customer with the intention of finding the needs and wants of the customers.</p><p>The purpose of this thesis is to interpret how Stilexo can create higher customer value.</p><p>This thesis has been written with an interpretivistiv research position combined with an inductive approach. The research strategy used is a single case study strategy. A qualitative approach has been used with in-depth interviews of employees at Stilexo and of existing/potential customers to them.</p><p>Price, quality and the ability to deliver on time are parameters that</p><p>have to be fulfilled in order for a supplier to be qualified. If these parameters are reached there are other values that can make a supplier an order winner. The main finding is that the relationship between the supplier and the customer is very vital. A higher interaction between the two parties has the potential of increasing the customer value. Co-creation of new products is something that is mentioned as value adding that can be gained from higher interaction. Further on innovativeness, flexibility, technology, and that the supplier can handle the whole supply chain has also been identified as value adding activities.</p>

I dagens IT-landskap kan det vara väldigt besvärligt för organisationer att navigera sig. Med den snabba utveckling som sker med teknik och applikationer, men även kring ramverk och arbetsmetoder som alla säger sig vara det bästa för just ens egen organisation. Det är därför viktigt att skapa sig en förståelse för vad som lämpar sig att kombinera, men även vilka kombinationer som bör undvikas. Ett av de största ramverken rörande IT-service Management (ITSM) är Information technology infrastructure library (ITIL). ITIL har funnits sedan 80-talet och har som syfte att hjälpa organisationer med sin hantering av tjänster. Sedan finns DevOps som är ett arbetssätt som växte fram ur den agila rörelsen. Syftet med DevOps är att bryta ned de silos som finns mellan utveckling och den operativa verksamheten i en organisation. Syftet med denna studie är att identifiera hur väl ITIL:s senaste version, ITIL4 kan kombineras med DevOps med syftet att hjälpa till att effektivisera organisationer. Detta för att tidigare forskning har påvisat att DevOps och ITIL är uppbyggda på ett sätt som gör det svårt för organisationer att kombinera dem. Tidigare forskning har granskats för att identifiera vilka problem men även vilka möjligheter det kan finnas med att kombinera dem. Utöver det genomfördes även fyra semi-strukturerade intervjuer med experter gällande ITIL4 och DevOps. Detta för att få en klarare bild kring hur de båda fungerar och kan användas i verkligheten, samt få en inblick hur utövarna ser på kombinationen med varandra. Det studien kommer fram till är att ITIL4 och DevOps har mer gemensamt än vad tidigare versioner av ITIL haft. Det finns flera olika organisatoriska områden som berörs av ITIL4 respektive DevOps som har stora likheter. Där de båda skapar ett holistiskt synsätt som man bör använda på sin organisation, men även hur kontinuerlig utveckling i kombination med återkoppling är centralt i både ITIL4 och DevOps. Men även där går det att se skillnader i hur de kan komplettera varandra. ITIL4 kompletterar DevOps i form av att vidga dess vyer utifrån de centrala element som DevOps har. Medan DevOps kan hjälpa ITIL4 med att etablera ett iterativt arbetssätt inom organisationen, men även vara en starkt bidragande faktor till kontinuerlig förbättring. / It can be difficult for organizations to navigate the IT-landscape that we have today. Through rapid development regarding technology and applications, but also with frameworks and work methods saying they’re perfect for your organization. Therefore, it’s important to create an understanding for which things you can combine, but also which combinations should be avoided. One of the biggest frameworks regarding IT-Service management (ITSM) is called information technology infrastructure library (ITIL). ITIL has been around since the 80’s and its main purpose is to help organizations with management of their services. Then there’s DevOps which is a work method that emerged from the agile movement. The purpose of this study was to identify how the latest version of ITIL can be combined with DevOps to help organizations to become more effective. The reason behind that is because previous studies have shown that ITIL and DevOps are structured in a way that makes it hard for organizations to combine them. Therefore, a qualitative study was conducted with a literature review surrounding both ITIL4 and DevOps, to create a better understanding of what they are, and how they are used. But additional research was also reviewed to understand which problems and possibilities there were if they both were combined. Four semi-structured interviews were also conducted with experts regarding ITIL4 and DevOps. These interviews were conducted to create a better understanding of how ITIL and DevOps operate in the real world, but also to get an understanding of the respondents view of the combination. The result from this study shows that ITIL and DevOps have more in-common than previous versions. There are several areas that both ITIL4 and DevOps touch which have big similarities. They both create a holistic view for organizations, but also shows continual development in combination with feedback is essential for them both. But where there are differences, it can be identified where they complement each other. ITIL4 complements DevOps by expanding its views based on the three central elements in DevOps. While DevOps can help ITIL4 by establishing an iterative workflow throughout the organization, but also be a strong contributor to continual improvement.

In der vorliegenden Masterarbeit wird die Thematik eines Service-Level-Modells für das Kunden-Reporting eines hochtechnologisierten Unternehmens analysiert. Die stetig kürzer werdenden Technologiezyklen, der zunehmende Druck von anderen Wettbewerbern sowie die Flut an aufkommenden Kleinkunden, durch Technologien des Internet der Dinge, verlangen nach einer konsequenten Report-Standardisierung. Aufgrund der unterschiedlichen Ansätze im Kunden-Reporting des Unternehmens wurde untersucht, inwiefern die Erfahrungen mit Großkunden auf Kleinkunden nachhaltig und zielgerichtet adaptiert werden können. Die Analyse der theoretischen Grundlagen unterstreicht die Relevanz dieser Thematik und verdeutlicht die Gemeinsamkeiten zwischen dem unternehmensinternen Management-Reporting sowie dem Reporting für B2B-Kunden. Im Anschluss daran erfolgt eine Bestandsaufnahme des Customer-Reportings in Bezug auf das Foundry-Unternehmen. Dabei wurden alle kundenrelevanten Berichte der Fachabteilungen begutachtet. Im Nachgang dazu konnten entsprechende Optimierungsansätze herausgearbeitet sowie ein nachhaltiges Reporting-Konzept für Kleinkunden aufgezeigt werden. Das erarbeitete Konzept soll zukünftig seitens der Foundry als Grundlage für aufkommende Neukunden mit niedrigem Produkt-Volumina dienen. Betrachtet man nun das Resultat dieser Untersuchung bleibt festzuhalten, dass durch dieses Instrument dem Effekt der Informationsüberflutung auf Kundenseite deutlich entgegengewirkt wird. Überdies wird erreicht, dass auf Seiten der Foundry sowie dem B2B-Kunden ein homogenes Verständnis, in Bezug auf die technischen Inhalte, generiert wird. Insgesamt betrachtet, liefert diese Arbeit einen wertvollen Beitrag zum Thema Customer-Reporting im hochtechnologisierten Umfeld. Man kann daher den Schluss ziehen, dass es gelingen kann, den vielfältigen Anforderungen der aufkommenden Kleinkunden mit einem generellen Reporting-Standard zu begegnen.

I Inledningen och problemdiskussionen förklaras bakgrunden till uppsatsen, som är att försöka finna om servicelandskap påverkar studenters konsumentbeteende. Branschen som valdes att undersöka var den svenska mobil abonnemangsbranschen, branschen valdes eftersom den har tillsynes två olika positioneringsstrategier. Ena positioneringsstrategin försöker uppnå högre servicekvalité, främst igenom servicelandskap i form av butiker, dock med ett högre pris. Andra positioneringsstrategin består av att erbjuda ett lägre pris, men har dock inget existerande servicelandskap, utan all kommunikation förutom marknadsföring sker via internet eller telefon. Inriktningen på uppsatsen sågs som intressant eftersom det inte hittades tidigare forskning som försökt finna samband om servicelandskapets påverkan på konsumentsegmentet studenter. Syftet med uppsatsen är att finna om servicelandskapet inom mobilabonnemangsbranschen har en betydande roll i studenters konsumentbeteende. För att finna slutsatser kring konsumentbeteende behövdes en generalisering av studenters värdeuppfattning definieras, eftersom värdeuppfattningen ses som det avgörande vid val av tjänst. För att kunna få svar på studenters värdeuppfattning skapades två frågeställningar, (1) Ger servicelandskap ökat upplevd servicekvalité för studenter inom mobilabonnemangsbranschen? (2) Är abonnemangbranschen en priskänslig marknad för studenter? Frågeställningarna handlar om de två underliggande faktorerna till upplevt värde, dessa är upplevd kvalité och upplevt pris som konsumenten använder sig av för att skapa en värdeuppfattning. I teorikapitlet skapades den teoretiska referensramen. Första delen i teoretiska referensramen ger fördjupning om begreppen serviceupplevelser och servicelandskap där båda begreppen anses vara starkt sammankopplade. Andra delen fördjupar sig i konsumentbeteende och studenters konsumentbeteende. I metoden preciserades hur undersökningarna gick tillväga för att besvara frågeställningarna. Undersökningarna var kvantitativt inspirerade som respondenterna svarade på igenom webbaserade enkäter. I resultatkapitlet visas resultaten ifrån frågorna som ställdes i undersökningarna. I analysen klargjordes och diskuterades resultaten från undersökningarna. Där det framkom att det inte var möjligt att enkelt skapa en generalisering, på grund av varje respondents individualitet. I slutsatsen redogjordes uppsatsens viktigaste konklusioner. Vilket är att även om det finns tydliga indikationer på att studenters konsumentbeteende påverkas av servicelandskap, går det inte att fastställa ett svar på syftet, eftersom respondenternas individualitet gör att en generalisering av hela konsumentsegmentet studenter utifrån resultaten från undersökningarna inte är tillräckligt tillförlitliga. / In the introduction and problem discussion the thesis background was explained, which was, try to discover if servicescape influence students’ consumer behaviour. The line of business that were chosen was the Swedish cellphone subscription business, the specific line of business was chosen because it seemingly had two different positioning strategies. One strategy that tries to achieve higher service quality, mainly through servicescape in the shape of physical stores, though with a higher price. The other strategy focuses on lower prices, though without any existing servicescape, all communication expect marketing happens through the internet or phone. The orientation of the thesis seemed interesting because no earlier research was found that have tried to find connections between servicescapes influence and the consumer segment students. The purpose of the thesis was to find if the servicescape in cellphone subscription businesses have a significant role in students´ consumer behaviour. To find conclusions about their consumer behaviour, a generalization of students’ value perception was needed, because the value perception is considered crucial in the consumers’ choice of service. To be able to get answers regarding students’ value perception two questions were formulated. (1) Do servicescape give students increased perceived service quality in the cellphone subscription business? (2) Is the cellphone subscription business a price sensitive market for students? The questions are about the two underlying factors to perceived value, these are perceived quality and perceived price that the consumers use to create their value perception In the theory chapter, the theoretical framework was created. First part of the theoretical framework immerses in the concepts service experience and servicescape, both concepts are seemingly strongly connected to each other. Second part immerses in consumer behaviour and consumer behaviour of students. In the method, the research structure is pinned down and how the surveys achieved results to answer the questions formulations. The research were quantitative inspired studies that the respondents answered through web-based surveys. In the result chapter, the results from the questions of the surveys are revealed. In the analysis, the results from the surveys is disambiguated and discussed. In the analysis, it becomes clear that it´s not possible to easily make a generalization, because each of the respondents’ individuality. In the conclusion, the most important findings of the thesis are presented. Which are, even though there are clear indications that students’ consumer behaviour is affected by the servicescape, it´s still not enough to confirm an answer to the purpose. Because, the respondents’ individuality makes a generalization of the entire consumer segment students not reliable enough.

This study develops quality evaluation criteria that consider both service provider satisfaction and patient perspective in assessing e-Health services; additionally, it evaluates the impact of these criteria on the performance of e-Health services. Utilizing data from the Tele Care Center in National Taiwan University Hospital (NTUH), one of the largest hospitals in Taiwan, this research framework extends the service-profit chain by integrating service triangle concept and emphasizing the relationships among three stakeholders: the firm, the customer, and the employee. The results suggest that the positive relationships among hospital’s business value, physicians’ value, and patients’ value can contribute to customer retention. In sum, this study expects to contribute to literature by providing an e-Health service performance assessment framework, which systematically develops a scale to evaluate e-Health service quality that concerns multiple stakeholders’ perspectives.