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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.
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Enhancing Car Owners' Participation in P2P Carsharing : A Study on Motivating Factors, Barriers, and the Role of Digital Service Design in SwedenZhang, Huihan January 2023 (has links)
Peer-to-peer (P2P) carsharing services offer a promising strategy for sustainable mobility, yet their uptake in Sweden has been slower than anticipated, particularly among car owners functioning as service providers. This study seeks to address this gap in understanding by examining the factors influencing these car owners' decisions to participate in P2P carsharing services. Using the Fogg Behavior Model (FBM) as a theoretical framework, 13 semi-structured interviews were conducted with both active and inactive users. Findings reveal that financial incentives, trust, and the potential to contribute to environmental sustainability motivate participation, while concerns about vehicle damage, liability issues, and perceived low demand present barriers. These insights can guide the development of digital services to better address these factors, potentially stimulating broader participation. Future research, drawing on the FBM, could focus on designing effective triggers based on these identified motivators and barriers. Despite the potential limitation of the small sample size impacting generalizability, the study offers valuable implications for service designers aiming to boost the adoption of P2P carsharing services in Sweden to achieve the country's emission reduction targets.
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Contextualizing Customer Feedback: A Research-through-Design Approach - Alternative Approaches and Dialogical Engagement in Survey DesignSvensson, Rasmus January 2023 (has links)
Providing context behind customer feedback remains a challenge for company’s who rely on approaching Customer Experience (CX) through standardized Customer Satisfaction (CS) metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Practical guidelines for monitoring CS throughout the customer journey are limited, creating a gap in academic research. This study addresses this gap by offering practical guidelines for CS, actionable insights, and alternative survey design strategies within the context of invoicing. Utilizing a Research-through-Design (RtD) approach guided by the Double Diamond design model, the study consists of four phases: Discover, Define, Develop, and Deliver. From a service design perspective using qualitative methods, the study acquires and analyzes both organizational and customer insights. Synthesized empirical findings emphasize the need for a more comprehensive approach that targets specific phases of the customer journey utilizing a more customer- centric approach, paving the way for alternative methods that reaches beyond just simply measuring CS. Introducing the concept of a personal companion, the study presents a dialogical approach where surveys are experienced as ongoing interactions rather mere tasks. By highlighting the importance of contextualization, alternative survey approaches, and a dialogical approach, this research aims to guide company’s in managing customer feedback strategies.
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