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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
31

Investigating the elements of Customer Value Creation in a Circular Business Model : A case of a Swedish startup

Gopal Jayashree, Anirud, Ravindran, Yogeshwaran January 2020 (has links)
The circular economy and its implications on businesses have been an area of interest for researchers and firms alike. The transition has been a rough one, but many firms are moving towards sustainable practices these days, if not circular.  One of the major challenges that lie within the circular economy and circular business models is that there is very little or partial understanding of how value can be created for a customer within this realm. Moreover, complications arise when fragmented elements drive the idea behind customer value creation in a circular business model setting.     Therefore, in order to study and understand more about this concept, we performed qualitative case-study research with the help of a Swedish start-up. Our interviews included 7 actors: 2 from the case company, and 5 of their customers. An established customer value creation framework was adopted to analyze and compare with the findings from our study. This framework consists of 4 components, Functional/Instrumental value, Experiential/Hedonic Value, Cost/Sacrifice value, and Symbolic/Expressive value. Keeping this framework as the foundation for our study and by using thematic analysis, the empirical data collected was analyzed and changed to categories, initial codes, and final codes which has overarching themes from the framework used.   Firstly, the findings of the study indicate that there were a lot of similarities and differences between the opinions of the firm for value proposition and the opinion of the customers for value creation. Secondly, it indicates that each element has a unique contribution to the overall phenomenon of customer value and finally it indicates the importance for companies to focus on each element individually. We highlight in our study how each element in the framework is connected to the drivers of satisfaction to generate customer satisfaction.
32

Styrning mot kundvärde : En flerfallsstudie på Atea Sverige AB och Bufab Sweden AB. / Customer value management : A multiple case study at Atea Sverige AB and Bufab Sweden AB.

Lager Andersson, Nathalie, Wiberg, Elin January 2022 (has links)
Bakgrund och problem: Värdeskapande är ett uttryck som funnits länge och det är en grundläggande faktor för att företag ska nå framgång i dagens konkurrenssituation. För att vara konkurrenskraftig behöver företag utgå från vad kunden efterfrågar och värderar. Kundvärde är således individuellt och bestäms utifrån kunden och det gör att det kan skapas på olika sätt. Det kan däremot vara en utmaning att veta vad kunden anser är värde innan produkten eller tjänsten är nyttjad. För att hela organisationen ska arbeta mot kundvärde på liknande sätt behövs en god styrning där syftet är att de anställda ska förstå vad som förväntas av dem. För att det ska vara möjligt behövs bra kommunikation. Enligt litteraturen finns det delade meningar kring hur kundvärde uppnås och hur det kan identifieras. Det finns begränsat med forskning kring hur företagen i praktiken arbetar med styrning mot kundvärde. Det är företag som skapar värde för kunden och det är av betydelse att de förstår kundvärde, vad det är, hur det skapas och hur det styrs i verksamheten. Kundens krav är det som företag utgår ifrån, men i slutändan är det företaget som måste uppfylla kraven för att skapa kundvärde. Det är därför av intresse att studera företags syn på kundvärde och hur de arbetar med styrning mot kundvärde för att möta kundens krav.  Syfte: Syftet med studien är att skapa en förståelse för företags syn på kundvärde och hur de arbetar med styrning mot kundvärde. Det genom att undersöka kundvärde, vad det är, hur det skapas samt betydelsefulla områden som bidrar till kundvärde.  Metod: Studiens forskningsdesign är en kvalitativ studie som innefattar en flerfallsstudie samt en abduktiv ansats. Flerfallsstudien består av två fallföretag: Atea Sverige AB och Bufab Sweden AB. Den teoretiska datainsamlingen är framför allt hämtad från OneSearch samt Google Scholar som presenterar tidigare forskning. Den empiriska datainsamling gjordes genom semistrukturerade intervjuer med fem respondenter från respektive fallföretag.  Slutsats: Det finns inget definitivt svar på hur kundvärde skapas utan det är något som växer fram genom företagets processer och genomsyrar allt ett företag gör. Genom mjuk styrning kan företag skapa och styra mot kundvärde, det innebär att det är mjuka värden och faktorer som påverkar kundvärdet. Framgångsfaktorer för att styra mot kundvärde genom mjuk styrning är engagerade och kompetenta medarbetare, tydlig kommunikation samt inkludering av hållbarhetsarbete. Fokuserar företag på dessa områden har de goda förutsättningar att leverera värde till sina kunder. / Background and problem: Value creation is an expression that has been around for a long time and it’s a fundamental factor for companies to achieve success in today's competitive situation. In order to be competitive, companies need to ensure what the customer demands and values. Customer value is individual and determined based on the customer, which means that it can be created in different ways. Therefore it can be a challenge to know what the customer considers to be value before the product or service is used. In order for the entire organization to work towards customer value in a similar way, good management is needed where the purpose is for the employees to understand what is expected of them. In order for this to be possible, good communication is needed. According to the literature, there are divided opinions about how customer value is achieved and how it can be identified. There is limited research on how companies in practice work with customer value management. It is the company that creates value for the customer and it is important that they understand customer value, what it is, how it is created and how it is managed in the business. It is based on the customer's requirements that the company creates the offer, but in the end it is the company that must meet the requirements to create customer value. It is therefore of interest to study companies' views on customer value and how they work with customer value management to meet customer requirements. Purpose: The purpose of the study is to create an understanding of companies' views on customer value and how they work with customer value management. This by examining customer value, what it is, how it is created and significant areas that contribute to customer value. Method: The study's research design is a qualitative study that includes a multiple case study and an abductive approach. The multiple case study consists of two case companies: Atea Sverige AB and Bufab Sweden AB. The theoretical data collection is primarily taken from OneSearch and Google Scholar, which presents previous research. The empirical data collection was done through semi-structured interviews with five respondents from each case company. Conclusion: There is no definitive answer to how customer value is created, but it is something that grows through the company's processes and permeates everything a company does. Through soft management, companies can create and steer towards customer value, which means that it is soft values and factors that affect customer value. Success factors for customer value through soft management are committed and competent employees, distinct communication as well as the inclusion of sustainability work. If companies focus on these areas, they are well placed to deliver value to their customers.
33

Electronic banking services in South Africa : service quality scale development and validation / Ephrem Habtemichael Redda

Redda, Ephrem Habtemichael January 2015 (has links)
The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality. Furthermore, no single empirical or conceptual study could be found that put up the four constructs identified in this study that tested the causal relationships of these constructs. Against this backdrop, the study‘s principal objective was to develop and validate a measuring scale of electronic banking service quality for the South African banking sector. The study also sought to determine the causal relationships amongst the four constructs of the study, namely electronic banking service quality, customer value, customer satisfaction and customer loyalty. To address these research objectives, the study applied a two-phase design in conducting the research in an effort of enhancing and maximising the outcome of this research endeavour. Phase I of this study comprised a literature review and focus group interviews (qualitative research). An extensive literature review was conducted as an inductive method to build the theoretical foundation of the study, generate the initial pool of items, and define and conceptualise the constructs. Using a deductive method, the focus group interviews were used to generate original items for the development of the scale. Phase II of the study comprised scale refinement and validation of the scale through various interactive statistical applications such as exploratory factor analysis (EFA) and structural equation modelling (SEM) (quantitative method). Using an exploratory factor analysis, eight determinant dimensions were extracted that constitute electronic banking service quality (EBSQ). These dimensions in accordance of their importance are reliability, system availability, privacy and security, website aesthetics, ease of use, functionality, efficiency, and contact and responsiveness. The Pearson‘s correlation coefficient between each of the eight dimensions and EBSQ was above 0.6 at p<0.01 level of significance showing practical significance. Similarly, the Pearson‘s correlation coefficient among the four constructs, namely EBSQ, customer value, customer satisfaction and customer loyalty, revealed that there are evidence positive linear correlations among these constructs. T-test statistics and non-parametric correlations were computed to determine the influence of demographic variables such as gender, age, education and income on the perceptions of customers of electronic banking service quality dimensions, electronic banking service quality as a whole, customer value, customer satisfaction and customer loyalty. Employing comprehensive and best practice (inductive and deductive research methods), a measuring scale has been developed and validated for the South African banking sector (primary objective of this study). The purification and validation of the scale involved rigorous statistical methods including exploratory factor analysis followed by confirmatory factor analysis through structural equation modelling (SEM) to ensure the reliability, validity and robustness of the scale. Moreover, the study endeavoured to contribute to the theoretical conceptualisation of electronic banking service quality (EBSQ), which is a relatively new concept in South Africa, and indeed, globally. Eight dimensions of EBSQ have identified and operational definition provided for. The dimensions identified in this research can be used to better understand EBSQ, and to measure and improve service quality levels in the banking sector. Ultimately, a model has been proposed providing South African banks with an instrument to measure, manage, and improve their electronic banking service quality. The model has established the building blocks of electronic banking service quality by identifying the main dimensions or attributes of electronic banking service quality that can be used to improve service quality levels. Furthermore, the study determined the causal relationships among four constructs, namely (I) electronic banking service quality (EBSQ), (II) customer value, (III) customer satisfaction and (IV) customer loyalty through regression path estimates (coefficients), mediation analysis and standardised regression weights. Understanding the intricate relationships among these constructs will definitely enhance the banks‘ approach to customer relationship management (CRM) in this digital era in their quest to provide quality services and devise appropriate customer service solutions. In light of the findings of this research, several managerial implications and recommendations are offered. Amongst others, the research revealed that reliability, privacy and security are the top concerns customers have with regard to electronic banking. Therefore, it is recommended that banks invest in the robustness of the websites for banking transactions by using cutting-edge technology to protect their customers from illicit criminal activity, as security and trust are of crucial importance to customers when engaging in online transactions. The sample size (310) used in this research is consistent with previously developed and validated scales and sufficiently meets the requirements of sample adequacy for the study of this nature. Using the scale developed and validated in this study, future research endeavours are recommended to use a bigger sample size to test the robustness of this scale, and obtain more exact and organisation-specific customer perceptions of electronic banking services. It may be worthwhile for future studies to consider developing a measuring instrument from a different perspective, that is, from other customer groups, namely internal customers (employees) of the banks. / PhD (Marketing Management)--North-West University, Vaal Triangle Campus, 2015.
34

Evaluating value differentiation in the South African polymer market / Joao Gabriel Fernandes Neri

Neri, Joao Gabriel Fernandes January 2014 (has links)
The purpose of this study was to evaluate the value differentiation in the polymer industry in South Africa by rating the polymer customers’ experience in this regard. This study is important in the light of increasing polymer competition worldwide. No records of similar studies in this industry in South Africa have been found. As such this study could make a contribution that could spur polymer manufacturers and suppliers in improving their competitive advantage by offering value-added services to enhance the customer experience and, as a result increase customer satisfaction levels. The type of research conducted was a descriptive research applying the quantitative research methodology. The non-probability quota sampling method was employed. The study population consisted of a select group of customers from a South African polymer manufacturer and supplier. A questionnaire was e-mailed to the select group of polymer customers, many of whom purchase polymer locally and abroad. A response rate of 74% was obtained from a sample of 68 customers approached. The survey results show statistically that a positive satisfaction level was attained, but also highlighted some areas where certain value drivers such as company image, supply and distribution, and information lack attention. Polymer suppliers could gain the competitive advantage by focusing on the drivers that many customers value to ensure that customer satisfaction levels are sustained or improved on. More importantly, polymer suppliers should focus on the low scoring satisfaction levels recorded from the survey, from which they could build by enhancing the total value proposition. Limitations of the study were identified. Recommendations for future research were made. / MBA, North-West University, Potchefstroom Campus, 2014
35

Electronic banking services in South Africa : service quality scale development and validation / Ephrem Habtemichael Redda

Redda, Ephrem Habtemichael January 2015 (has links)
The rapid advancement in technology-based systems, especially those related to the Internet and World Wide Web, has led to fundamental changes in how banks interact with customers. These developments have propelled banks to be innovative and use alternative delivery channels such as electronic banking with a view to attract more customers, create value for customers, enhance customer satisfaction and ultimately obtain customer loyalty. Within the South African context, a gap in research was identified that dealt with the conceptualisation and measurement of electronic banking service quality. Furthermore, no single empirical or conceptual study could be found that put up the four constructs identified in this study that tested the causal relationships of these constructs. Against this backdrop, the study‘s principal objective was to develop and validate a measuring scale of electronic banking service quality for the South African banking sector. The study also sought to determine the causal relationships amongst the four constructs of the study, namely electronic banking service quality, customer value, customer satisfaction and customer loyalty. To address these research objectives, the study applied a two-phase design in conducting the research in an effort of enhancing and maximising the outcome of this research endeavour. Phase I of this study comprised a literature review and focus group interviews (qualitative research). An extensive literature review was conducted as an inductive method to build the theoretical foundation of the study, generate the initial pool of items, and define and conceptualise the constructs. Using a deductive method, the focus group interviews were used to generate original items for the development of the scale. Phase II of the study comprised scale refinement and validation of the scale through various interactive statistical applications such as exploratory factor analysis (EFA) and structural equation modelling (SEM) (quantitative method). Using an exploratory factor analysis, eight determinant dimensions were extracted that constitute electronic banking service quality (EBSQ). These dimensions in accordance of their importance are reliability, system availability, privacy and security, website aesthetics, ease of use, functionality, efficiency, and contact and responsiveness. The Pearson‘s correlation coefficient between each of the eight dimensions and EBSQ was above 0.6 at p<0.01 level of significance showing practical significance. Similarly, the Pearson‘s correlation coefficient among the four constructs, namely EBSQ, customer value, customer satisfaction and customer loyalty, revealed that there are evidence positive linear correlations among these constructs. T-test statistics and non-parametric correlations were computed to determine the influence of demographic variables such as gender, age, education and income on the perceptions of customers of electronic banking service quality dimensions, electronic banking service quality as a whole, customer value, customer satisfaction and customer loyalty. Employing comprehensive and best practice (inductive and deductive research methods), a measuring scale has been developed and validated for the South African banking sector (primary objective of this study). The purification and validation of the scale involved rigorous statistical methods including exploratory factor analysis followed by confirmatory factor analysis through structural equation modelling (SEM) to ensure the reliability, validity and robustness of the scale. Moreover, the study endeavoured to contribute to the theoretical conceptualisation of electronic banking service quality (EBSQ), which is a relatively new concept in South Africa, and indeed, globally. Eight dimensions of EBSQ have identified and operational definition provided for. The dimensions identified in this research can be used to better understand EBSQ, and to measure and improve service quality levels in the banking sector. Ultimately, a model has been proposed providing South African banks with an instrument to measure, manage, and improve their electronic banking service quality. The model has established the building blocks of electronic banking service quality by identifying the main dimensions or attributes of electronic banking service quality that can be used to improve service quality levels. Furthermore, the study determined the causal relationships among four constructs, namely (I) electronic banking service quality (EBSQ), (II) customer value, (III) customer satisfaction and (IV) customer loyalty through regression path estimates (coefficients), mediation analysis and standardised regression weights. Understanding the intricate relationships among these constructs will definitely enhance the banks‘ approach to customer relationship management (CRM) in this digital era in their quest to provide quality services and devise appropriate customer service solutions. In light of the findings of this research, several managerial implications and recommendations are offered. Amongst others, the research revealed that reliability, privacy and security are the top concerns customers have with regard to electronic banking. Therefore, it is recommended that banks invest in the robustness of the websites for banking transactions by using cutting-edge technology to protect their customers from illicit criminal activity, as security and trust are of crucial importance to customers when engaging in online transactions. The sample size (310) used in this research is consistent with previously developed and validated scales and sufficiently meets the requirements of sample adequacy for the study of this nature. Using the scale developed and validated in this study, future research endeavours are recommended to use a bigger sample size to test the robustness of this scale, and obtain more exact and organisation-specific customer perceptions of electronic banking services. It may be worthwhile for future studies to consider developing a measuring instrument from a different perspective, that is, from other customer groups, namely internal customers (employees) of the banks. / PhD (Marketing Management)--North-West University, Vaal Triangle Campus, 2015.
36

KUNDVÄRDE INOM TJÄNSTEFÖRETAG : En studie som belyser likheter och skillnader inom kundvärde utifrån kunds och företagsperspektiv / Customer value in service companies : A study that highlights the similarities and differences in customer value from a customer and company perspective

Shehla, Mohammad, Melda, Duru January 2016 (has links)
Uppsatsens titel: Kundvärde inom tjänsteföretag – En studie som belyser likheter och skillnader inom kundvärde utifrån kunds och företags perspektiv  Datum: 8 Jan 2016  Nivå: Kandidatuppsats i företagsekonomi, 15 högskolepoäng  Instution: Akademin för Ekonomi, Samhälle och Teknik, EST, Mälardalens Högskola  Författare: Melda Duru &amp; Shehla Mohammad  Titel: Kundvärde utifrån kundens och företagets perspektiv  Handledare: Magnus Linderström  Nyckelord: Tjänstemarknad, kundvärde, kundlojalitet, illojalitet, kundorientering, marknadsmix.  Frågeställning: Hur skiljer sig kundvärdet mellan en advokatbyrå och en mäklarbyrå?  Vilka är likheterna och olikheterna?  Syfte: Syftet med studien är att undersöka vilka likheter och olikheter det finns på kundvärde mellan en advokatbyrå samt en mäklarbyrå. För att kunna få svar på detta kommer uppsatsförfattarna även att undersöka vad som ger kundvärde för kunden utifrån kundens och företagets perspektiv.  Metod: Material samlades in genom att söka på olika begrepp som redovisas i teoriavsnittet. Kurslitteraturer samt högskolans databas var två viktiga verktyg som uppsatsförfattarna arbetat med för att samla in teorier. Vidare kontaktades respondenterna och därefter genomfördes totalt åtta intervjuer som redovisas i bilagan. Åtta intervjuer, varv två med respondenterna och två kompletterande intervjuer med respondenterna samt fyra med kunderna.   Slutsats: Det finns både likheter och olikheter på kundvärde inom advokat samt mäklarbyrån. / Title: Customer value in service companies- A study that highlights the similarities and differences in customer value from a customer and company perspective  Date: 8 Jan 2016  Level: Bachelor thesis in Business Administration, 15 credits  Institution: School of Business, Society and Engineering, Mälardalen University  Authors: Melda Duru 930521 &amp; Shehla Mohammad 921015  Tutor: Magnus Linderström  Keywords: Service marketing, customer value, loyalty, disloyalty, customer orientation, marketing mix.  Research questions: How does the customer value differ between a law firm and a real estate agency? What are the similarities and differences.  Purpose: The purpose of the study is to inspect the similarities and differences of customer value between a law firm and a real estate agency. To be able to answer this, the article author will also inspect what gives the customer a customer value from the customer and companies perspective.  Method: Material was collected by looking up different concepts that are shown in the theory section. The course literature and the universities database were two major tools that the article author worked with for the theories. The respondents were contacted and after that eight interviews were completed that are shown in the appendix. A total of eight interviews were two conducted with respondents, two complementary with the respondents and four with clients/customers.  Conclusion: There are similarities and differences when it comes to customer value at both law firms and real estate agencies.
37

Evaluating value differentiation in the South African polymer market / Joao Gabriel Fernandes Neri

Neri, Joao Gabriel Fernandes January 2014 (has links)
The purpose of this study was to evaluate the value differentiation in the polymer industry in South Africa by rating the polymer customers’ experience in this regard. This study is important in the light of increasing polymer competition worldwide. No records of similar studies in this industry in South Africa have been found. As such this study could make a contribution that could spur polymer manufacturers and suppliers in improving their competitive advantage by offering value-added services to enhance the customer experience and, as a result increase customer satisfaction levels. The type of research conducted was a descriptive research applying the quantitative research methodology. The non-probability quota sampling method was employed. The study population consisted of a select group of customers from a South African polymer manufacturer and supplier. A questionnaire was e-mailed to the select group of polymer customers, many of whom purchase polymer locally and abroad. A response rate of 74% was obtained from a sample of 68 customers approached. The survey results show statistically that a positive satisfaction level was attained, but also highlighted some areas where certain value drivers such as company image, supply and distribution, and information lack attention. Polymer suppliers could gain the competitive advantage by focusing on the drivers that many customers value to ensure that customer satisfaction levels are sustained or improved on. More importantly, polymer suppliers should focus on the low scoring satisfaction levels recorded from the survey, from which they could build by enhancing the total value proposition. Limitations of the study were identified. Recommendations for future research were made. / MBA, North-West University, Potchefstroom Campus, 2014
38

Customer Value's Influence on International Market Entry Strategies in a B2B Context : Business and Market Opportunities in the Data Centre Segment in Northern Europe

Aardeck, Anna-Katharina, Behling, Corinna January 2016 (has links)
nternational market entry strategies gained increasing importance due to globalisation. Companies became multinationals. Therefore, new challenges arose due to different market and customer requirements. One topic, which gained importance in B2B context, is customer value. Customer value can be defined as the perceived benefits a company delivers its customers in comparison to the perceived expenses. Nevertheless, no uniform definition exist. In addition to that, if there is a direct connection between B2B customer value and international market entry strategies have not been investigated yet. Therefore, this thesisprojectdeals with the influence of B2B customer value on international market entry strategies. To determine the link, following research question guides this thesis: How does B2B customer value influence international market entry strategies in Northern Europe?The research isnot only focused on Northern Europe but also on the data centre segment. The investigated countries are Norway, Ireland, UK and Finland. These countries are highly interesting for the commission partnerdue to market developments and mega trends. Furthermore, the commission partneris represented by local subsidiaries in the four countries of interest. In order to answer the research question, deep insights are generated via semi-structured interviews. Three customer groups are investigated: Data centre operator as well as owner, constructors including panel builder and system integrators as well as design consultants. The interviews are conducted either face-to-face or if necessary via telephone in the four countries of interest. The interviews include questions about B2B relationships, brand and marketing.If culture influences B2B customer value is investigated indirectly bythe questions on B2B relationship.Market intelligence questions are added in order to create a deeper understanding of the market.Furthermore, these insights also help to interpret the answers of customers. Due to the interviews, a picture of the B2B customer value in Northern Europe is created. Northern European customers value reliable suppliers who can offer quality products as well as solutions. In addition to that, the importance of global brands andmarketing of competences is determined. Due to combining the findings with the cultural dimensions of Hofstede, it is concluded that customer value differs between other countries.Hence, customer value influences international market strategies, as different customer value require distinct international market entry strategies.
39

Värde och upplevelse inom ett logistikföretag : Effektivisering av upplevelsen och värdet genom inverkan av innovation / Value and Experience within a logistics company : Increasing efficiency on experience and value with an impact from innovation.

Giang, Johnny, Westin, Betty January 2016 (has links)
Frågeställning:   Hur kan DHL Freight i Eskilstuna genom inkrementella innovativa lösningar leverera ett högre kundvärde samt bättre kundupplevelse i den del av logistikprocessen som skapar kundvärde för privatpersoner? Syfte: Syftet med denna undersökning är att undersöka och ge förslag på hur DHL Freight i Eskilstuna kan generera kundvärde och kundupplevelse för DHLs privata kunder genom innovationstänk. Metod: En kvalitativ metod har använts genom studien som också är en samproduktion med DHL Freight i Eskilstuna. Det empiriska materialet samlades in genom semistrukturerade kvalitativa intervjuer, deltagare för intervjuerna var två respondenter på DHL i Eskilstuna med befattningarna platschef och administratör, samt intervjuades åtta kunder som fått leveranser från DHL. Ansatsen har varit induktiv. Slutsatser: För att ett logistikföretag som DHL Freight i Eskilstuna ska generera högre kundvärde och bättre kundupplevelser behöver företaget öka möjligheterna till inkrementell innovation. I dagsläget är innovationsgraden lokalt nästan obefintlig. Det är nödvändigt för ett företag att vara förberedda på att identifiera kunders efterfrågan och behov som ligger till grund för de innovativa lösningarna. Aktiviteter behöver utvecklas för att detta ska vara möjligt. För att kunna skapa tjänsteinnovation finns fyra viktiga punkter att ta hänsyn till. Att ändra kunders uppfattning om företaget är svårt men inte omöjligt, dock behöver företaget ta fram en verklighetsbild för att kunna utgå från denna. Kundens roll är den väsentligaste att utgå ifrån och därför är den realistiska verklighetsbilden viktig. / Research question: How can DHL Freight in Eskilstuna, by applying incremental innovations generate a higher customer value and customer experience in the part where the logistics process creates customer value for individuals? Purpose: The purpose with this study is to do a research and generate suggestions to as how DHL Freight in Eskilstuna can generate, by using innovation customer value and customer experience for DHL’s private customers. Method: A qualitative method has been used in this study, this study is also a co-production with DHL Freight in Eskilstuna. The empirical material has been collected by doing semi-structured qualitative interviews, the individuals who have participated in the interviews are two respondents from DHL in Eskilstuna. These two has the roles of ‘Site manager’ and ‘administrator’. Eight individuals, who’s affiliated with DHL as customers have also participated in the interviews. The study has used an inductive method. Conclusions: If a logistics company such as DHL Freight in Eskilstuna wants to generate a higher customer value and customer experience, the company has to increase the possibilities for incremental innovations. The levels of innnovation within the local sites are almost non existent. It is neccessary for for a company to be prepared to identify customers’ demands and needs which can be used as a base for innovative solutions, activities needs to be developed in order to make it possible. In order to be able to create service innovation, four important factors has to be considered and adapted to. To change customers’ perceptions regarding the company is challenging but not impossible, the company has to acquire a reality based picture in order to be able to utilize and proceed with it. The customer’s role is the most suitable factor to proceed from. Therefore, the realistic picture of reality is important.
40

Interaktiv marknadsföring och Internet : – En studie utifrån Radi Medical Systems webbplats för kundutbildning

Palmgren, Daniel January 2008 (has links)
<p>Abstract</p><p>Title: Interactive marketing and Internet - A study of Radi Medical Systems’ educational site (Interaktiv marknadsföring och Internet - En studie utifrån Radi Medical Systems webbplats för kundutbildning)</p><p>Number of pages: 43 (including enclosures 47)</p><p>Author: Daniel Palmgren</p><p>Tutor: Mats Lind</p><p>Course: Media and Communication Studies C</p><p>Period: Spring 2008</p><p>University: Division of Media and Communication, Department of Information Science, Uppsala University</p><p>Purpose/Aim: The aim of this thesis is to examine if Radi Medical Systems’ educational site has the potential to create value for the company’s customers, and by that promote improved customer relations. Questions asked are: What kinds of visions does the company have for the site? Which services are offered to the customers through the site? How do the customers experience these sInervices?</p><p>Material/Method: Information from interviews with representatives from Radi Medical Systems and their customers, observations of the webpage and information from an internal Radi document concerning the educational site has been collected and analyzed through the use of a theoretical framework, in order to provide an understanding for the questions asked. The visions were discussed and analyzed by general concepts of interactive marketing and Internet. The concepts of need, adaptation, understanding and time, functionality and trustworthy were used to create a theoretical framework regarding customer experience and customer value on a webpage.</p><p>Main Results: Radi sees the educational site as an important mean to create value for their customers, which is a first step towards being able to provide the customers with relevant and functional services. The services offered through the educational site are information about Radi’s products and the clinical areas they represent in so called modules. Other services offered are multiple choice tests and storage of the customer’s results of the tests. These services constitute a complete training-course for the customers. The customers’ experiences of the services show that the modules mainly have the potential to fulfill the needs of the customers looking for elementary information, and that the multiple choice tests and storage of the results, for the most part, could function as value added activities when the hospitals recruit new doctors and nurses. The customers have the understanding and time necessarily to use the educational site, and the customers who were familiar with Radi as a company didn’t ap rehend any problems regarding the trustworthiness of the site. However, the lack of adaptation makes the site less useful for those customers who consider themselves as advanced users of Radi’s products. Imperfections regarding the functionality of the site were also recognized.</p><p>Keywords: Interactive marketing, Internet, Webpage, Educational site, Customer relations, Customer value</p>

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