Titel: CRM som källa för idéer till utveckling av nya tjänster Nivå: Kandidatexamen, C-uppsats Författare: Erik Salzmann & Torbjörn Kirkevold Handledare: Sarah Philipson   Datum: 1/9-14   Syfte: Syftet men denna studie är att undersöka hur CRM-system används som verktyg för tjänsteutveckling i svenska tjänsteföretag. Från detta formulerades undersökningens forskningsfråga:   Hur skapar tjänsteföretag nya innovativa tjänster med hjälp av Costumer Relationship Management?   Metod: Undersökningen är gjord med hjälp kvalitativ metod. Telefonintervjuer har legat som grund för datainsamling genom tio respondenter som är aktiva CRM-användare. Respondenterna är valda via ett bekvämlighetsurval. Vi har tillämpat abduktiv metod i granskning av material. Empirin redovisas i form av en matris där vi visar upp likheter mellan respondenternas svar.   Resultat & slutsats: Alla lagrar inte lika mycket information, men majoriteten gör det på något sätt. Det finns en koppling mellan teori och praktik i svenska tjänsteföretag. Företag använder sig av kundernas input via CRM-system som underlag för att utveckla och skapa nya innovativa tjänster.   Förslag för fortsatt forskning: Vi föreslår att framtida forskare fördjupar sig hur det ser ut i en specifik bransch eller att undersöka kundernas perspektiv. Undersöka skillnader mellan stora respektive små tjänsteföretag.   Uppsatsens bidrag: Uppsatsen ger en inblick i hur svenska tjänsteföretag använder sig av CRM i utvecklingen och skapandet av nya tjänster. / Title: CRM as a source for ideas to developing new services Level: BBA thesis Author: Erik Salzmann & Torbjörn Kirkevold Supervisor: Sarah Philipson   Date: 1/9-14   Aim: The aim with this study is to investigate how CRM-systems are used as a tool for service development in Swedish service companies. After this the research question was formulated:   How are service companies creating new innovative services using Costumer Relationship Management.   Method: The research was conducted using qualitative methods. Telephone interviews have been the basis for data collection by ten respondents who are active CRM users. The respondents where selected using a convenience sample. We have applied the abductive aproach in reviewing the material. The empircal data presented in the form of a matrix where we show the similarities’ between the respondents’ answers.   Results & Conclusion: All companies using CRM does not store equally amount of information but the majority does it in some way. There is a link between theory and practice in Swedish service companies. Companies use customer input via the CRM system as a basis for developing and creating new innovative services.   Suggestion for further research: We suggest that future researcher immerse in a specifik industry or investigate customers’ perspective. Research on the differences of small versus large service companies.   Contribution of the thesis: The thesis contributes to an insight of Swedish service companies that uses CRM in the development and creation of new services.

Over the past 30 years, there has been a marked proliferation of the use of public–private partnerships (P3s) for the management of agricultural innovation systems. This is part of a larger worldwide trend of using P3s in the provision of public goods and services. Despite the large number of agricultural P3s in operation, a literature review demonstrated paucity of both case studies and of theory, meaning that the study of these emerging business models has not kept pace with practice. Over the last 30 years, only 38 peer-reviewed articles have been published. The objective of this dissertation is to advance the theory, analysis, and policy review of agricultural P3s. There are four independent investigations in this dissertation that advance the knowledge of agricultural P3s in seven specific ways. First, these investigations introduce two quantitative methodologies to empirically demonstrate the critical role P3s occupy in research and development (R&D) innovation networks and in the development, dissemination and commercialization of new technologies that enhance global food security. Second, this analysis suggests that the key variable influencing the formation of these organizations is people, rather than public policy or market incentives. Third, agricultural P3s require large up-front investments and they have extended gestation periods; therefore, they are dependent upon public support. Fourth, P3s are not a means of privatizing public functions; rather, they represent a new and emerging process of collaboration that transcends the public–private dichotomy. Fifth, agricultural P3s appear to operate in “orphan spaces,” sectors that, for a variety of reasons, are ignored by the public and private sectors. Sixth, there is evidence to suggest that many P3s require the services of P3 experts of which there is a shortage, particularly in the developing world. Seventh, each agricultural P3 is novel because each is the result of sector-specific challenges and has a structure that is dependent upon the types and number of partners and their objectives, limiting the ability to transfer explicit lessons from existing models to new P3s.

This study is about an ongoing project in the northern parts of Sweden. Quattro Helix is used as a model for the interaction between four institutional members of the society, in purpose of challenging existing social structures and achieveing community development. The aim is to increase the knowledge about Quattro Helix-model as an approaching method to face the problems in the society through cooperation between Civil society, state, academy and industry. Interviews with eight project members were used as the data-collecting method to capture the perceptions about the project constellations. Information was gathered from two representatives from each of the four actors. The result from the study shows perceptions about cooperating with other actors in the society, different contributions that the four institutional members can bring forth to this particular project, and the challenges and opportunities that a project like this can implicate. Further discussions shows the relationship between the respondents statements and previous research.

Strategic innovation networks are formed to through collaboration and joint activities fuel the innovation performance and economic growth for the network members and the regions they are based in and their presence has been more and more common in recent times. Many studies have been made to explore the relations between the innovation performance and the network structure and some has suggested commitment as an intermediate variable. The effect of expectations on joining such network and especially the fulfillment of those expectations has however not been studied. This study explores, on the network level, the relationship between expectation gap, structure, commitment and innovation performance. A questionnaire was sent to all members of three Swedish strategic innovation networks in different industries and regions to collect data to check the relations. The result gives support to the results from previous studies with regard to relationship between network structure, commitment and innovation performance. Furthermore it indicates there is a negative relation between expectation gap and both network structure and commitment. The results of this can help network actors realizing the importance of managing expectations rather than experiencing the negative effects if they are not fulfilled.

This study was conducted to explore the external sources of knowledge that are present around the eco-innovation firms. Our study has focused on eco-innovations with the aim  to find sustainable solutions, leading the reduction in greenhouse gases, on the extraction of renewable energy sources, since studies have indicated a link between the industrialization and the impact on the climate.  The purpose formulated for this study was to explore the external sources of knowledge that are present around the eco-innovation firms. By conducting this exploratory study we will contribute to existing research by adding empirical evidence to identifying what the external sources of knowledge are and further explore what kind of knowledge eco-innovation firms gain from these external sources. The participating companies in the study was chosen since they represent Swedish firms in the development of eco-innovations with the goal to minimize the environmental impact.  We conducted the thesis with a qualitative approach and the empirical data was gathered from four different companies in the field of wave and tidal power. The four interviews were executed through telephone interviews with both the researches acting as interviewers. The respondents were either the CEO of the company or a board member, since these persons were most likely to possess the relevant information for this study.  In our study we have found the external sources of knowledge to be of significant importance to the eco-innovation firms. Based on our theoretical framework, we have identified the external assets as suppliers, customers, competitors, governmental actors and research institutions. These external sources have different importance depending on the character of the knowledge that is gained. The external sources showed to contribute with important knowledge in areas of R&D capabilities, technology development, market orientation and regulation. By assessing the external sources of knowledge firms will unlock great potential knowledge that would otherwise be very costly. A conclusion was that as eco-innovation firms acquire knowledge by their external assets in parallel there are signals, unconsciously communicated going out to the external environment. Since our study has shown that academic experience among the founders seemed to have been helping the firms in their contact with governmental actors in order to attract subsidies and in the approval process for test sites, this indicates that what seems to be communicated from within the eco-innovation firms to their external environment is certain legitimacy, credibility and reputation that strengthen the relationship with governmental actors. This study was performed as a multiple case study on four different eco-innovation firms working with development of technology to extract energy from renewable energy sources in terms of wave and tidal power. Our choice to only interview one person on each firm, due to a limited time frame and resources, might make it hard to generalize the findings since there is a possibility of biased data. Other limitations that make it hard to draw to much from the results are the fact of focusing on a limited area on eco-innovation in only one country, since regulations play an important role this might differ between different countries.

Digital inequality, or the disparity in the access and use of information and communication technologies (ICT), is one of the most critical issues in the knowledge economy. This inequality prevents under-privileged people from exploring digital opportunities to enhance their life quality. Governments, business, and the public have devoted tremendous resources to address this issue, but the results are inconclusive. Theoretical understanding, complemented with theory-based empirical assessment of the phenomenon, is essential to inform effective policy-making and interventions. This dissertation explored the key factors that lead to the inequality in the access and use of ICT, particularly the high-speed Internet, between the privileged and under-privileged. I applied a belief-based perspective to understand how distinctive beliefs concerning ICT acceptance differentially influence under-privileged and privileged people¡¦s innovation decision and behavior at different stages of the implementation process. A theoretical model that drew upon the Theory of Planned Behavior, Motivation Theory, Social Learning Theory, Diffusion of Innovation, and Trust was developed to explain how cognitive, social, behavioral, and institutional factors inform digital inequality as a whole. The conceptual model and forwarded hypotheses in the dissertation were empirically tested using data collected from a large-scale field survey. The survey investigated the adoption and usage behavior of residents in the city of LaGrange, Georgia where the city government, aiming to address digital inequality, provided high-speed Internet connection and devices to residents at no cost. A complementary case study was subsequently conducted to examine a multi-stage process model in which various barriers and facilitators may prevent or promote the progress of individuals¡¦ ICT innovation. The results of this research reveal valuable insights into the differential patterns of ICT access and usage, and the key factors that cause them, for under-privileged and privileged people. The findings, in turn, suggest a segmentation and stepwise technology implementation strategy for people with different backgrounds and at different stages of their innovation processes. This dissertation makes several notable contributions for both researchers and practitioners. First, the dissertation contributes a holistic and theoretically grounded perspective that extends beyond the technology-centered view in most digital inequality studies. It also highlights the multifaceted nature of the phenomenon. As such, this research meets the challenge set forward by notable researchers to develop theoretical models capable of revealing the complexity embedded in this issue. Second, the dissertation presents a unifying theory reflected upon adoption and diffusion of innovation. Testing theories in the context of digital inequality extends and complements our existing knowledge about these related fields. Most importantly, the empirical findings derived from the rich data set identity powerful leverage points for stimulating the adoption and use of ICT among the under-privileged. With such insights, practitioners, particularly policy-makers and service providers, can formulate effective interventions to address the problem of digital inequality.

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Zugl.: Berlin, Humboldt-Univ., Diss., 2007

Zugl.: Stuttgart, Univ., Diss., 2007. / Druckausg. bei Jost Jetter Verlag, Heimsheim erschienen.

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