本研究所關切的議題為，當服務已被良好的設計出來後，為了不辜負這個被良好設計的服務，該怎麼使用它，進而能為所有重要關係人帶來最大的利益，特別是在資源有限的動態情境中。因此，我們將研究問題著眼於服務的傳遞過程中。現有的研究已回答了服務該如何被傳遞，但卻缺少了該在什麼時候，傳遞怎樣的服務才能發揮該服務的功效，帶來預期的好處(例如，贏得顧客滿意度及延續公司競爭力)。於是，本研究試圖提出一以模糊認知圖為基礎架構並考量顧客的心理狀態的服務分派機制，以期在如此動態且資源有限的情境下，能觀測當時的情境變化，透過管理顧客的期望與情緒，做出即時且適當服務分派決策，進而在對的時間針對對的人做對的服務。也就是冀望這樣一個顧客心理狀態的管理過程，能夠使得顧客感到滿意的可能性提高，並有助於所有重要關係人達成其目的，創造整個服務生態體系的平衡。考慮到會展服務即為一動態且資源有限的服務應用情境，本研究將以會展服務做為例子，加以描述整個研究的內容。 / There are already some researches providing the answer to how to deliver services but the issue “when to deliver which service” is still not so clear. Especially under the dynamic and resource-limited situation, bringing the effectiveness of each service into full play and allocating them appropriately to earn the most benefits are imperatives for service providers to keep both service quality and competitiveness. Therefore, the FCM-based mental-driven service dispatcher proposed here tries to pull service receivers’ mental information in to make real-time service deployment decisions which are capable of achieving each stakeholder’s purposes and satisfying service receivers. With the mental information – expectation and emotion, we are given a hand to do the right things at the right time to the right person by building up such a customer- mentality-centric service dispatching system.

Background: Swedish healthcare is frequently claimed to be top class. A view not only communicated by politicians and the media, but also shared by an average citizen - for decades. Certain statistical indicators seem to support this: Sweden historically scores very high in life expectancy, stroke and cancer survival and infant mortality. At the same time, it is being reported that Swedish healthcare is suffering from a number of problems. While statistics looks reassuring, it focuses on results rather than processes, and does not take patient perceptions into account. Patient perspective seems to be somewhat overlooked in general in favour of more operations-focused research.   Purpose: The purpose of this study is to address the shortage of relevant literature and describe patient experience surrounding service failure in the fairly unique institutional context of Swedish public healthcare. Patient experience will include patient perceptions on service failure and recovery, as well as patient expectations and post-failure responses.   Method: The study employed a qualitative approach with 13 semi-structured interviews.   Conclusion: The study located reasons for service failure, which are fairly consistent with both previous research on this matter and the reported struggles of Swedish healthcare. It was also found that service recovery is not a common occurrence. Determinants for patient expectations and variability in patient post-failure responses were also uncovered.

Syfte och frågeställningar: Syftet med denna studie är att bidra till ökad kunskap inom kundorientering genom att undersöka hur nöjda kunder skapas både utifrån organisationers och konsumenters perspektiv för att på så vis få en djupare förståelse av goda kundupplevelser.  ● Hur skapar framgångsrika organisationer nöjda kunder?  ● Vad innebär goda kundupplevelser för konsumenter?   Metod: Kvalitativa intervjustudier. Studie 1 utgörs av fyra intervjuer med representanter från framgångsrika företag, studie 2 utgörs av tjugo intervjuer med oberoende konsumenter. Efter insamlad data har separata innehållsanalyser genomförts vilka har resulterat i två träddiagram. Resultat: I studie 1 identifierades fyra viktiga huvudteman för att organisationer ska kunna skapa nöjda kunder, dessa är Alla ska med, Kunden är kung, Bygg en stark grund och Ständig utveckling. I studie 2 identifierades fyra viktiga teman för att skapa goda kundupplevelser, dessa är Personligt bemötande, Pålitlighet, Enkelhet och Det lilla extra. Slutsats: Studierna visar att samtliga identifierade teman behövs för att skapa nöjda kunder men att teman från studie 2 har olika vikt beroende på vilken typ av kundupplevelse det handlar om. Studie 1 bekräftar tidigare teorier om att kvalitetsutveckling och nöjda kunder går hand i hand. Båda studierna visar att en satsning på att förbättra kundupplevelsen också leder till ökad lönsamhet eftersom konsumenter som fått goda upplevelser skapar långsiktiga relationer med företagen medan negativa upplevelser gör att konsumenterna istället bojkottar företaget i fråga. Detta innebär att arbete med kundorientering blir allt viktigare och att skapa goda kundupplevelser därför är bästa sättet för verksamheter att sticka ut i mängden. / Purpose and issues: The purpose of this study is to contribute to increased knowledge in customer orientation by exploring how satisfied customers are created from the perspective of both organizations and consumers in order to gain a deeper understanding of good customer experiences.  ● How do successful organizations create satisfied customers?  ● What do good customer experiences mean for consumers?   Method: Qualitative interview studies. Study 1 consists of four interviews with representatives from successful businesses, study 2 consists of twenty interviews with independent consumers. After collecting data, separate content analyzes have been performed which have resulted in two tree diagrams. Findings: Study 1 identified four main themes for organizations to be able to create satisfied customers. These are: Everyone must be involved, The customer is king, Build a strong foundation and Continuous development. Study 2 identified four important themes for creating good customer experiences according to the customers, these are Personal treatment, Reliability, Simplicity and Go the extra mile. Conclusion: The research studies show that all identified themes are needed to create satisfied customers, but that themes from study 2 are of varying importance depending on the type of customer experience. Study 1 confirms previous theories that quality development and satisfied customers have a strong connection. Both studies show that an investment in improving the customer experience also leads to increased profitability because consumers who have had good experiences create long-term relationships with companies, while negative experiences mean that consumers instead boycott the company. This implies that the work with customer orientation is becoming increasingly important and creating good customer experiences is therefore the best way for businesses to stand out from the competition. / <p>2021-06-06</p>

Abstracts in English, Southern Sotho and Zulu / The primary objective of the study was to explore customers’ perceptions of the service quality provided in the hotel industry, in Pretoria. Considering the growth of the hotel industry in Pretoria, this study revealed that customers expect to receive a high level of service quality, which will lead to customer satisfaction and produce a positive perception of hotel service. An exploratory research design was adopted in this study and qualitative data were collected through interviewing customers of a hotel. In terms of limitations, this study was conducted at one selected hotel in Pretoria. Atlas.ti software was used to analyse collected data. The analysis of the data identified a number of specific themes that were relevant to shaping the perceptions of the respondents, in terms of service quality and their satisfaction with the service quality received. The themes supported existing literature in terms of the factors influencing perceptions of service and the specific influences within those themes were elaborated on, leading to recommendations for managing service quality perceptions in the hotel industry. / Maikemišetšomagolo a dinyakišišo e bile go utolla maikutlo a badiriši mabapi le boleng bja ditirelo tše di abiwago ka intastering ya dihotele ka Pretoria. Ka ge di hlokometše kgolo ya intasteri ya dihotele ka Pretoria, dinyakišišo tše di utollotše gore ba emetše go hwetša ditirelo tša boleng, tšeo di tlago feletša ka go kgotsofala ga badiriši le go tšweletša maikutlo a makaone a tirelo ya dihotele. Tlhamo ya dinyakišišo tša go utolla e dirišitšwe ka mo dinyakišišong tše gomme tshedimošo ya boleng e kgobokeditšwe ka go botšiša badiriši ba dihotele dipotšišo. Mabapi le mellwane, dinyakišišo tše di dirilwe ka hoteleng e tee yeo e kgethilwego ka Pretoria. Softewere ya Atlas.ti e šomišitšwe go sekaseka tshedimošo ye e kgobokeditšwego. Tshekatsheko ya tshedimošo e utollotše merero ye mmalwa ye itšego yeo e bego e le maleba mabapi le go beakanya maikutlo a baarabi, mabapi le boleng bja ditirelo le go kgotsofala ga bona mabapi le boleng bja ditirelo tšeo di hweditšwego. Merero e thekgile dingwalwa tše di lego gona mabapi le mabaka ao a huetšago maikutlo ka ga ditirelo gomme dikhuetšo tše itšego ka gare ga merero yeo di hlathollotšwe, gomme se sa feletša ka ditšhišinyo tša go laola maikutlo ka ga boleng bja ditirelo ka intastering ya dihotele. / Inhloso enkulu yalolu cwaningo kwakuwukuhlola imibono yamakhasimende ngekhwalithi yesevisi enikezwa embonini yamahhotela, ePitoli. Uma kubhekwa ukukhula komkhakha wamahhotela ePitoli, lolu cwaningo luveze ukuthi amakhasimende alindele ukuthola izinga eliphakeme lezinsizakalo, okuzoholela ekwanelisekeni kwamakhasimende futhi kuveze umbono omuhle wensizakalo yamahhotela. Lolu cwaningo oluchazayo lwamukelwe kanti lakhelwe phezulu kwemininingwane ebhekelele ubunjalo besimo yaqoqwa ngokuxoxisana namakhasimende asehhotela. Ngokwemikhawulo, lolu cwaningo lwenziwe ehhotela elilodwa elikhethiwe ePitoli. Kusetshenziswe isofthiweye noma uhlelo lokusebenza elibizwa nge-Atlas.ti ukuhlaziya imininingwane eqoqiwe. Ukuhlaziywa kwedatha kukhombe izingqikithi ezithile ebezifanele ukwakhela imibono yabaphenduli, ngokuya ngekhwalithi yesevisi nokweneliseka kwazo ngekhwalithi yesevisi etholakele. Izindikimba zisekele imibhalo ekhona ngokwezinto ezinomthelela emibonweni yesevisi kanye nemithelela ethize kulezo zingqikithi yachazwa kabanzi, okuholela ezincomweni zokuphatha imibono yekhwalithi yesevisi embonini yamahhotela. / Business Management / M. Com. (Business Management)