Innovation is not  exclusive to manufacturing, services firms are also innovative. Moreover,  services firms are responsible for a large portion of the GDP worldwide and  the trend shows how this indicator has been increasing the last years in  developed countries. Technology has played an important role in this rise of  the service sector in developed countries, contributing to improve  productivity. However, there is a new role for technology in services, which  has origin in technological change. The new main role for technology is as a  source for innovation, since technology is enabling and facilitating  innovation in services firms. Understanding this new role contribute to  service firms to respond properly to the challenges of modern economy, gain  sustainable competitive advantage for the firm, improve performance in  service innovation and generate more variety in response to the customers’ needs. This thesis is submitted in partial fulfillment of the requirements for  the degree of Masters of Entrepreneurship & Innovation Management at KTH,  and it compiles the most important aspects to establishing the role of  technology in service innovation,  contributing at the same  time to a better understanding of this phenomenon. To do so, the first  chapter exposes the introduction and the methodological explanation. In the  second chapter, the importance and characteristics of the services sector in  developed countries is explained. Next, in the third chapter, the relationship  between services and innovation is analyzed. In the fourth chapter, describes  the most relevant aspects of the relation between technology and service  innovation from three dimensions: services as users of Information  technology, agents of technology   diffusion and producers of technology. Finally,  in the last chapter, conclusions are presented.

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ABSTRACT Background. The aftermarket can be described as the activities taking place after the purchase of the product. In today's business environment more attention is placed on the aftermarket area due to the increased competition between companies and the fact that the aftermarket has proved to be a key differentiator for companies. Nowadays it has also been crucial to satisfy the customers need of having a competitive aftermarket offer. Despite the advantages for companies having such an attractive offer together with good customer relations there is still missing research describing how companies should act in order to create and develop aftermarket business in practice. This study can be seen as an attempt to bring knowledge and clarity to which areas to prioritize in the design of an aftermarket that meets customer needs. Objectives. The purpose of this study is to find out which factors, with regard to customer satisfaction, that are important for companies to pay attention and manage when they organize complex aftermarket activities. Methods. The study is based on a quantitative approach, given the complexity of the subject and the purpose of the study. As a tool, a questionnaire survey was sent out to 35 customers, which resulted in 30 responses and a response rate of 85.7%. The respondents are existing customers at Saab Kockums in Sweden. The collected data was applied and analysed by Partial least squares method (PLS). Results. The results of the study show the strength of the relationship between the latent variables; company image, customer expectations, perceived quality and perceived value that imply customer satisfaction and customer loyalty. The results differed from previous studies, which indicates that the aftermarket, unlike a normal market, can be seen as complex. Conclusions. The study concludes that the relationship between factors that affect customer satisfaction in a aftermarket differs from previous studies with the explanation that the aftermarket is complex in its nature. Furthermore, it is concluded that customer satisfaction is also affected by the nature of the defence industry that is characterized by long-term, complex and costly projects with high demands on technology development and that supplies are compatible with previous purchases. The study's results also lead to the identification of development areas that provide practical guidance to companies in the area. The result is relevant when designing a general aftermarket strategy as well as aftermarket strategies with a focus on customer satisfaction. Keywords: Customer satisfaction, Aftermarket, Complex products, Defence industry

Arbeten i slutna utrymmen är ett riskfyllt moment som är vanligt förekommande till sjöss. Dessa arbeten är riskfyllda då slutna utrymmen saknar naturlig eller mekanisk ventilation och ofta endast ett fåtal öppningar. Allvarliga olyckor förekommer och ibland med dödlig utgång. Om olyckan är framme så gäller det att på ett effektivt sätt rädda den nödställde och därför handlar detta arbete om att undersöka om räddningsmetoderna och utrustningen som används idag är tillräckligt effektiv. För att undersöka detta har sex intervjuer med aktiva sjöbefäl genomförts som en del i en kvalitativ undersökning. Under intervjuerna har frågor ställts enligt fyra olika teman om räddningsinsatser från slutna utrymmen i sin helhet samt hur utrustningen används. Intervjuerna har gett en inblick i hur respondenterna uppfattar utrustningen och dess olika användningsområden. Resultatet visar att utrustningen är bristfällig i utrymmen som ballasttankar där det är väldigt trångt i jämförelse med lastrum som vanligtvis är öppna. / Working in enclosed spaces is a hazardous job that is very common in the work at sea. These works are hazardous because these spaces lack natural and mechanical ventilation with only a few open gaps. Lethal accidents occur and sometimes with fatalities. When these accidents occurs we need to have effective measures to save the distressed. To examine this, six active officers of the sea been interviewed in a qualitative study. During these interviews the officers have been asked about different themes about rescue from enclosed spaces in general and if the rescue equipment is satisfying enough. This has given their point of view in how they perceive the equipment and how efficient it works. The answers have then been concluded and showed that in some spaces it's inadequate for example the ballast tanks where there is insufficient space compared to a cargo tank where it works better.

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Mining companies are rapidly modernizing, and part of this modernization requires the tracking of equipment and personnel within mines. Mobilaris uses 3D maps that represent mine paths using two lines, one representing the left wall and one representing the right. These lines are often discontinuous and mixed with other lines that represent symbols, old lines, erroneous lines, etc. To better track the positions of items within a mine, a node graph that maps the possible cave paths is used. This node graph is partly generated and partly constructed manually. The manual corrections currently require a great deal of time. The purpose of this degree is to determine the viability of the current node graphing algorithm by developing a program that improves the map data. This improvement will be carried out to give the node graphing algorithm the best possible map data to determine where it is usable and where it is not. Multiple quick and problem-specific algorithms are developed to remove lines not part of the two path lines; these do not cover all found cases due to time constraints. An algorithm that merges path lines and an algorithm that connects disconnected path lines are developed. These algorithms greatly improve the quality of the map data. After processing the maps, the improvements to the generated node graphs are small but not insignificant, with a 1% to rare 20% reduction in breaks. The greatest improvements are made by postprocessing the generated node graphs; here, the differences in improvement between the old node graphs and the new are significant, with a 75-80% reduction in breaks. Many of the weaknesses of the current node graphing algorithm are also determined; some of these can be corrected by postprocessing the node graph, while some need either new or additional algorithms to be solved. / Gruvbolag moderniserar i snabb takt, en del av denna modernisering kräver spårning av utrustning och personal i gruvorna. Mobilaris använder 3D kartor som representerar gruvgångar med två linjer, ena representerar vänster vägg, medans den andra representerar höger vägg. Dessa linjer är ofta diskontinuerliga och blandade med andra linjer som representerar symboler, gamla linjer, felaktiga linjer och så vidare. För att bättre kunna spåra objekts positioner inom en gruva används en nodgraf som kartlägger de möjliga gruvgångarna. Denna nodgraf är delvis genererad och delvis manuellt skapad. De manuella korrigeringarna kräver i nuläget många arbetstimmar. Syftet med denna examen är att utvärdera den nuvarande nodgrafningsalgoritmen genom att utveckla ett program som förbättrar kartdatan. Denna förbättring utförs för att ge nodgrafningsalgoritmen den bästa möjliga kartdatan för att kunna bedöma inom vilka områden den är användbar och inom vilka den ej är det. Flera snabba problemspecifika algoritmer utvecklas för att ta bort linjer som ej tillhör de två väglinjerna, dessa algoritmer täcker ej alla fall på grund av tidsbegränsningar. En algoritm som sammanfogar väglinjer och en algoritm som ansluter diskontinuerliga linjer utvecklas, dessa algoritmer förbättrar kartdatans kvalitet avsevärt. Efter processeringen av kartorna är förbättringarna av de genererade nodgraferna små men ej osignifikanta med en 1% till sällsynt 20% minskning av avbrott. De största förbättringarna görs genom att efterbehandla de genererade nodgraferna, här skiljs kvaliteten mellan de gamla nodgraferna och de nya signifikant med en 75-80% minskning av avbrott. Många av den nuvarande nodgrafningsalgoritmens svagheter upptäcktes. Några av dessa svagheter kan korrigeras genom att efterbehandla nodgraferna, medans andra behöver antingen en ny eller ytterligare algoritmer för att lösas.

Through the formulation of the Global Goals in the Agenda 2030, the UN has set the agenda for global sustainability work through ecological, economic, and social sustainable development. Since the UN's global goals are formulated with a global perspective, it can be difficult for small companies to see how they can contribute to the achieving the UN's global goals. The purpose of this master thesis is to investigate and illustrate how new entrepreneurs can use sustainability values from the UN's global goals in their company by means of value-focused thinking. The initial steps in value-focused thinking are used in the thesis. Value-focused thinking is a decision-making methodology presented by Ralph L. Keeney in the book "Value-focused Thinking" published in 1992. Instead of making decisions based on some given options, the decision-maker's values should already be used for the creation of alternatives. To do that, you first need to sort out your objectives. In the master thesis, the entrepreneur's values are used in the objective formulation, then the formulated objectives are divided into fundamental and instrumental objectives. With a case study shows how value focused thinking and the entrepreneur's values can influence how the UN's global goals are used in the company. The final part discusses if the use of the UN's global goals can be a way to ensure that the company delivers what is demanded by the global community. It is also discussed how value-focused thinking can be a starting point for thinking about what is really important for the company’s future. / Genom formuleringen av de globala målen i Agenda 2030 har FN satt dagordningen för globalt hållbarhetsarbete genom ekologisk, ekonomisk och social hållbar utveckling.  Då FN:s globala mål är formulerade med ett globalt perspektiv kan det vara svårt för små företag att se hur de kan bidra till uppnående av FN:s globala mål. Syftet med denna uppsats är att undersöka och illustrera hur nya företagare kan arbeta in hållbarhetsvärderingar från FN:s globala mål i sitt företag med hjälp av värdefokuserat tänkande. De inledande stegen i värdefokuserat tänkande används i uppsatsen. Värdefokuserat tänkande är en beslutsmetodik som presenteras av Ralph L. Keeney i boken ”Value-focused Thinking” publicerad 1992. I stället för att fatta beslut utifrån ett antal givna alternativ ska beslutsfattarens värderingar ligga till grund redan vid skapandet av alternativ. För att göra det behöver man först reda ut sina mål. I uppsatsen tillämpas företagarens värderingar i målformuleringen, sedan indelas de formulerade målen i fundamentala och instrumentella mål. Med hjälp av en fallstudie visas hur värdefokuserat tänkande och företagarens värderingar kan påverka hur FN:s globala mål används i företaget. I den avslutande delen diskuteras om användandet av FN:s globala mål kan vara ett sätt att säkerställa att företaget levererar det som efterfrågas av det globala samhället. Det diskuteras även hur värdefokuserat tänkande kan vara en utgångspunkt för att fundera på vad som verkligen är viktigt för företagets framtid.

This thesis investigates, with an actor-network-theory framework, how small businesses implements new technology by using a case study approach. This is something that until now has not been investigated thoroughly. The methods used includes participant observation, semi- structured interviews, and document reviews. By looking at what course of action individuals as well as the technology takes during the process, the study paints a detailed picture of what happens and what kind of problems a project of this kind develops and experience. The study shows that there can be both a local and a global network in place. The global network includes governmental agencies, large interest organizations as well as small customers and subcontractors that bring important resources for the project. The local network, where the actual implementation process is happening, includes individuals and technology working together towards a common goal. The study also showed that the interessement of the project participants loosened due to factors such as lack of time. There is usually an obligatory passage point in a network which was found in the global network of this study. However, even though there was both opportunity and more important desire to have that in the local network, nobody took on the role.

Background Industry 4.0 is the next industrial revolution. By connecting the industry with the IT development, cloud base solutions and in the end be able to monitor and act before implications occur. Implementing Industry 4.0 in the manufacturing industry will require changes to the way the production operates. There are many articles discussing what this new technology is and what it means for each industry, but few have studied how these technologies should be implemented and the barriers(a structure that prevents to move forward) concerning technology and employee behaviour that pose challenges to the implementation. Furthermore, how a change strategy could be developed to suit a production industry that attempts to implement advanced technology.  Objective Identify barriers towards Industry 4.0 and present suggestions for how managers can overcome these barriers by considering success factors and utilizing effective change management to increase the chance of successful implementation of Industry 4.0.  Method Qualitative interviews conducted with 11 technology experts and change leaders at one global manufacturing conglomerate. Employees that operated in complex production facilities in many parts of the world that has started their journey towards Industry 4.0. The findings from the interviews were analysed towards the research questions and coded into main categories. These categories were later on compared toward literature to find gaps or similarities between them.  Findings and discussion There are numerous barriers and success factors to consider while implementing Industry 4.0 at a manufacturing firm. The study confirmed findings from previous research such that employee resistance is a barrier and that communication, collaboration, participation are success factors. In addition, this study indicates that trust among employees and managers is a major success factor for Industry 4.0 and perhaps technology shifts in general, which has been unexplored in previous research. This aspect would be interesting to study quantitatively in future research, but even if this research focused on Industry 4.0 many barriers and the suggested action to be included in a strategy could probably be adapted to technology shifts. To succeed with the change a strategy for the implementation of Industry 4.0 needs to be developed. Key aspects such as good information, including the right employees and that the change is in line with overall goals and vision of the company were both found in the literature of classic change management and during the interviews. An interesting finding was that the change strategy could be influenced by an IT development process but also where the change will be managed. This study suggests that this requires further research before any general recommendation can be made.

Digitalization has changed the ways business operates nowadays, and because of the change, many startups are creating many services to help customers enhance their business. However, the customers are becoming more aware of companies and their approach to creating value for them. The development of various technologies has caused this tide to shift. So firms cannot create a service without understanding what the customer expects from firms.   LocalDeals is a startup company that provides business owners services to enhance their reach for gaining more customers. The company created a marketing channel in the form of a website. The startup is in its early stages, and they want to understand the perspective of the shop owners in Uppsala. This research aims to understand how value can be co-created for small business owners in Uppsala. To understand how value can be co-created, three theoretical perspectives were chosen Digitalization, Value, Value co-creation.  The research was carried out as a qualitative study. A purposive sampling method was carried out to select the shops in Uppsala. To understand the shop owners, 12 interviews and an interview with the founder of LocalDeals were carried out. The data was analyzed by thematic analysis and Identified eight themes – Price & Quality, Trust, Interactions Marketing, Knowledge gap, Open to collaboration, Customers, and Promises not delivered.  The study found out that the shop owners in Uppsala have trust issues with digital service providers approaching them. If the case company can establish trust and have the resources to help small buissness, only then Value can be co-created for the small buissness owners in Uppsala.