Submitted by Rosivalda Pereira (mrs.pereira@ufma.br) on 2017-12-05T18:04:54Z No. of bitstreams: 1 ErikaCastro.pdf: 11116565 bytes, checksum: f6208d84b2bd498b30d725a6de1bfe8e (MD5) / Made available in DSpace on 2017-12-05T18:04:54Z (GMT). No. of bitstreams: 1 ErikaCastro.pdf: 11116565 bytes, checksum: f6208d84b2bd498b30d725a6de1bfe8e (MD5) Previous issue date: 2017-04-27 / FAPEMA / CAPES / There is currently a great concern with the aging population, as there is a striking present aspect, which is the lack of perception of the elderly in society and the consequent indifference to their hindrances and restrictions. Amongst these various hindrances, one that grows the most with the advancement of technology is the one pertaining to the interaction with the interfaces of several types of devices; in particular in self-service ATMs, whose interfacial elements somehow do not satisfy the elderly user during their operations. The main objective of this research is to analyze the interactive aspects of a self-service ATM interface of a Brazilian bank, considering the perception of elderly individuals in the city of São Luís, Maranhão. To evaluate the interaction, the proposed methodology to be carried out was based on the participative design approach and was divided in three situations, these being the initial exploration, the discovery process and the prototyping. In order to achieve results, techniques such as questionnaires, focus groups and usability tests were employed using a paper prototype with the purpose of validating the suggested hypothesis, and thus results and requirements were generated for the adequacy of elements present in these interfaces. The main results achieved were the identification of the main executed tasks, which are withdrawal and balance consultation. Another result was the identification of the main interactive difficulties, in which it was observed that the biggest one was the short time of the transition of the screens, and, through the test with the prototype, it was detected that the placements of some items are not satisfactory for the users. / Há atualmente uma grande preocupação com a população idosa, visto que atualmente existe uma característica acentuada, que é a ausência de percepção do idoso na sociedade e a consequente despreocupação com seus bloqueios e suas restrições. Dentre os diversos bloqueios, um dos que mais crescem com o avanço da tecnologia é o da interação com as interfaces de diversos tipos de dispositivos, particularmente nos caixas de autoatendimento, cujos elementos interfaciais não satisfazem, de algum modo, o usuário idoso durante sua utilização. O objetivo principal desta pesquisa é analisar a interação da interface do caixa de autoatendimento de um banco brasileiro, considerando a percepção de indivíduos idosos da cidade de São Luís, no Maranhão. Para avaliar a interação, foi proposta uma metodologia que foi realizada com base na abordagem do design participativo e dividiu-se em três situações, sendo elas a exploração inicial, o processo de descoberta e a prototipação. Para atingir resultados, aplicaram-se técnicas como questionários, grupos focais e testes de usabilidade utilizando um protótipo de papel com o propósito de validar a hipótese sugerida, e com isso geraram-se resultados e requisitos para a adequação de elementos presentes nessas interfaces. Os principais resultados alcançados foram a identificação das principais tarefas realizadas que são saque e consulta de saldo. Outro resultado alcançado foi a identificação das principais dificuldades de interação, nas quais observou-se que a maior delas foi o tempo curto da passagem das telas, e a partir do teste com o protótipo, observou-se que os posicionamentos de alguns itens não são satisfatórios para os indivíduos.

Digitalization is changing the world, and the retail industry is no exception. The new technologies are affecting retail in multiple ways to increase sales and customer satisfaction. This change is being observed in the physical stores as well as new online markets. The customers’ role in retail is increasing as self-service systems are taking over cashiers, and an increase in e-commerce websites begs the question if the digitalization is threatening the physical store and the number of employees. The worst case scenario being, digitalization rendering the physical stores obsolete. Managers and consumers have been the focus of previous studies, but little is known of how employees perceive the new forms of digitalization emerging in retail. This study examines front-line employees’ attitudes toward digitalization in the retail industry by answering the questions; what are the retail employees' attitudes toward digitalization? Do they differ depending on the industry? Which, if any, factors are affecting employees’ attitudes toward digitalization? This quantitative study has used a deductive approach to construct a cross-sectional survey. The survey has been used to answer the research questions, fulfill the studies purpose, and bridge the gap in research regarding employees’ attitudes. The results show that employees’ attitudes are somewhat positive toward digitalization, and evidence was found of multiple differences between the industries - employees’ attitudes toward digitalization being no exception. The study found that how useful employees perceive digitalization, their personal usage, and what industry they work in are factors affecting employees’ attitudes toward digitalization. This study can be used as a foundation for further study in multiple fields with a focus on retail employees and attitudes. The results of the study also have a practical contribution as it provides evidence of factors which could influence employees’ attitudes. This is of value for managers who can use the results of this study to better influence and manage the attitudes of employees.

<p>Under det senaste decenniet har informationsteknologin haft stor påverkan på affärsprocesser. I spåren av Internets frammarsch har många företag införlivat olika teknologiska verktyg i sina verksamheter. I takt med den teknologiska utvecklingen har trenden gått mot att kunder helt eller delvis, utan assistans från företags anställda, producerar tjänster med hjälp av teknologi. Genom att tillhandahålla teknologibaserade självbetjäningstjänster, så kallade Self-service Technologies, hoppas många tjänsteföretag kunna erbjuda sina kunder bättre service.</p><p>Ett exempel på teknologibaserade självbetjäningstjänster går att finna i den svenska dagligvaruhandeln där portabel självscanning börjar vinna fäste. Tjänsten; portabel självscanning ger kunder möjlighet att, under inköpsrundan, scanna sina varor med hjälp av en handdator för att på så vis spara tid och möda vid kassalinjen samt få ökad kontroll över inköpen.</p><p>I och med teknologins frammarsch har det blivit viktigt för tjänsteförmedlare att erhålla ökad förståelse för kunders bedömning av teknologibaserade självbetjäningstjänster. Vår uppsats syftar därmed till att studera kunders attityd till valmöjligheten som portabel självscanning erbjuder genom att undersöka kunders upplevda respektive förväntade kvalitet, i fråga om tjänsten, samt utreda om det finns någon koppling till deras teknikmognad.</p><p>För att undersöka det här har vi genomfört en empirisk studie på kunder vid Maxi ICA Stormarknad i Kristinehamn. Den empiriska studien baseras på en enkätundersökning, besvarad av 82 respondenter, samt personliga intervjuer, utförda med fyra respondenter. De två undersökningarna baseras i huvudsak på Dabholkars attributbaserade modell samt Parasuramans teknikmognadsindex. Vidare innehåller uppsatsens teoretiska referensram teori beträffande tjänster, Self-service Technology, tjänstekvalitet och teknikmognad.</p><p>Resultatet från tillämpning av Dabholkars attributbaserade modell påvisar att kunder, såväl användare som icke-användare, har en god upplevd respektive förväntad tjänstekvalitet beträffande portabel självscanning. Icke-användarnas tämligen positiva kvalitetsuppfattning medför att vi inte lyckats dra några slutsatser, utifrån Dabholkars attribut, till varför kunder inte använder sig av portabel självscanning. Däremot har vi funnit flera andra skäl till varför somliga inte väljer att använda sig av tjänsten; företaget ses som den enda vinnaren vid kunders användande av portabel självscanning, rädsla å personalens vägnar att de skall mista sina jobb till följd av den nya tekniken samt det bekväma i att handla som de alltid har gjort.</p><p>Beträffande användarna har vi, utifrån Dabholkars attribut, funnit att användare framförallt upplever kvalitet i tjänsteutförandet i och med minskade köer, färre moment vid kassalinjen samt kontroll över inköpssumman.</p><p>Vidare visar vår undersökning inte på att individers teknikmognad har en avgörande betydelse för om kunder väljer att använda sig av portabel självscanning eller ej då det inte framkom någon avsevärd skillnad i teknikmognad mellan grupperna användare och icke-användare. Även det faktum att det är tämligen många av användarna som har relativt låg teknikmognad talar för att teknikmognaden har ringa betydelse för om kunder tar till sig portabel självscanning eller inte. Det här sammantaget med kunders positiva uppfattning om tjänstens kvalitet pekar enligt oss på att portabel självscanning utgör en god valmöjlighet i svenska dagligvarubutiker.</p>

Under det senaste decenniet har informationsteknologin haft stor påverkan på affärsprocesser. I spåren av Internets frammarsch har många företag införlivat olika teknologiska verktyg i sina verksamheter. I takt med den teknologiska utvecklingen har trenden gått mot att kunder helt eller delvis, utan assistans från företags anställda, producerar tjänster med hjälp av teknologi. Genom att tillhandahålla teknologibaserade självbetjäningstjänster, så kallade Self-service Technologies, hoppas många tjänsteföretag kunna erbjuda sina kunder bättre service. Ett exempel på teknologibaserade självbetjäningstjänster går att finna i den svenska dagligvaruhandeln där portabel självscanning börjar vinna fäste. Tjänsten; portabel självscanning ger kunder möjlighet att, under inköpsrundan, scanna sina varor med hjälp av en handdator för att på så vis spara tid och möda vid kassalinjen samt få ökad kontroll över inköpen. I och med teknologins frammarsch har det blivit viktigt för tjänsteförmedlare att erhålla ökad förståelse för kunders bedömning av teknologibaserade självbetjäningstjänster. Vår uppsats syftar därmed till att studera kunders attityd till valmöjligheten som portabel självscanning erbjuder genom att undersöka kunders upplevda respektive förväntade kvalitet, i fråga om tjänsten, samt utreda om det finns någon koppling till deras teknikmognad. För att undersöka det här har vi genomfört en empirisk studie på kunder vid Maxi ICA Stormarknad i Kristinehamn. Den empiriska studien baseras på en enkätundersökning, besvarad av 82 respondenter, samt personliga intervjuer, utförda med fyra respondenter. De två undersökningarna baseras i huvudsak på Dabholkars attributbaserade modell samt Parasuramans teknikmognadsindex. Vidare innehåller uppsatsens teoretiska referensram teori beträffande tjänster, Self-service Technology, tjänstekvalitet och teknikmognad. Resultatet från tillämpning av Dabholkars attributbaserade modell påvisar att kunder, såväl användare som icke-användare, har en god upplevd respektive förväntad tjänstekvalitet beträffande portabel självscanning. Icke-användarnas tämligen positiva kvalitetsuppfattning medför att vi inte lyckats dra några slutsatser, utifrån Dabholkars attribut, till varför kunder inte använder sig av portabel självscanning. Däremot har vi funnit flera andra skäl till varför somliga inte väljer att använda sig av tjänsten; företaget ses som den enda vinnaren vid kunders användande av portabel självscanning, rädsla å personalens vägnar att de skall mista sina jobb till följd av den nya tekniken samt det bekväma i att handla som de alltid har gjort. Beträffande användarna har vi, utifrån Dabholkars attribut, funnit att användare framförallt upplever kvalitet i tjänsteutförandet i och med minskade köer, färre moment vid kassalinjen samt kontroll över inköpssumman. Vidare visar vår undersökning inte på att individers teknikmognad har en avgörande betydelse för om kunder väljer att använda sig av portabel självscanning eller ej då det inte framkom någon avsevärd skillnad i teknikmognad mellan grupperna användare och icke-användare. Även det faktum att det är tämligen många av användarna som har relativt låg teknikmognad talar för att teknikmognaden har ringa betydelse för om kunder tar till sig portabel självscanning eller inte. Det här sammantaget med kunders positiva uppfattning om tjänstens kvalitet pekar enligt oss på att portabel självscanning utgör en god valmöjlighet i svenska dagligvarubutiker.

The thesis is aimed to propose a financial innovation called COCONUT payment system. This innovative payment system is based on a combination of the cash and electronic money, presented as an ATM-like machine for purchase and payment execution, and operated via an electronic account, which allows its users to operate as a credit cards owner. This study commences with a review of the current major payment systems in the United States, followed by an analysis of the strength and weakness of these systems, and then proposes a payment system that combines the most popular two: cash and credit card with a healthier mechanism on financial control to both avoid the recurrence of financial crisis caused by credit crush and keep the current benefits. The COCOCNUT system can be applied not onbly to the market of the USA, but BRIC, developing and under seveloped countries’ market, those regions where cash remains the major payment way. As for the feasibility and the probability of promoting and applying this new system to replace the current systems or to implement in the new markets, the proposed COCONUT payment system, takes into consideration the differences of markets and regional regulations. The COCONUT project also provides trial calculations of its value proposition from the perspective of the project realization.

Background: Innovation is an important aspect of business today. It is important for companies to be innovative in order to stay competitive with their competitors. During the last couple of decades, technology has become more and more common both in our daily life, as well as in businesses. This has lead to an increase in technology implementation, especially within the service industry, where customers now can use self-service technologies in order to receive the service on their own. However, a lack of self-service technologies was discovered within the fast food industry. Since these types of innovations increased the service efficiency and decreased the waiting-time for customers, the authors believed that this would be very interesting for local managers within the fast food industry. Therefore, the authors began to investigate how much power local management has over these types of new innovations. Purpose: The purpose of this thesis is to explore how local management affects the innovation process, within fast food restaurant chains. Method: By conducting a cross-case study with the two fast food companies Subway and Max, the authors interviewed local fast food managers in order to explore the effect local management have on the innovation process. These two cases were selected since Subway fully consists of franchisees, while Max is almost completely company owned. Therefore, the two most common organizational structures within the fast food industry are included which will provide a more fair view of the industry. Conclusion: The effect of the innovation process has a positive relationship with the amount of power distributed to the local management. However, these areas differ depending on the organizational structure, with franchisees achieving their highest amount of power within medium-sized innovations and managers in company-owned outlets maintain their highest amount of power within minor innovations. Even though the overall communication was perceived as satisfying and efficient, large opportunities for improvements occur. By implementing more horizontal communication within the local management, it is in the belief of the authors that the entire internal communication will benefit. Especially this would benefit the franchise system where an increased local communication and collaboration would lead to more efficient communication throughout the entire organization.

Background In the context of the deregulation in the pharmaceutical industry in Sweden, many new business chances have been created. The rising numbers of players in the market started up the race for gaining market shares and attracting customers with new products and services. One of the new players, GreenCross AB, introduced MiniApotek, a vending machine of non-prescription medicine, to the Swedish market. The business concept is to provide a new, secured and convenient way of buying non-prescription medicine to the Swedish society. However, there is a gap between the retailer’s business expectation and the customers’ perception of this new service. Purpose The purpose of this thesis is to investigation the different factors that affect potential customers’ trial behavior of self-service technology. Specifically, the researchers explore and examine the main factors that directly manipulate customers’ trial at MiniApotek. Method A quantitative approach is applied in this thesis to identify the key factors and explain their strong influence to trial. The empirical data collected from conducting a survey at Stockholm University, was combined with e-mail communication with GreenCross AB. These materials were analyzed in accordance with the three applied theories, the product concept, pre-purchase stage in consumers’ decision making process and model of customers’ trial of self-service technologies. Conclusion The researchers conclude that there is a strong influence of inertia, need for personal interaction, technology anxiety and perceived risk on the trial of potential customers at MiniApotek. It is found that these factors have a negative effect on the adoption process of MiniApotek in Swedish market. Consequently, the authors think GreenCross AB needs to get a better understanding of the real market need and take these factors into great consideration, as well as find a better strategy to improve the company’s business situation.

Background: Service quality is considered to be a vital strategy for survival and success in today’s competitive environment. Although there have been an emphasis in quality overall, the research in companies performance within a business-to-business approach is still largely unexplored. Accordingly, service quality in recruitment companies will be interesting to examine in order to explore the business-to-business industry further. Purpose &amp;: The purpose of this research is to study how recruitment Research Question: companies secure quality in their services. What factors indicate various quality levels? Methodology: This is a qualitative study with a deductive approach. Multiple case studies were conducted with a total of six respondents from three companies. Conclusion: This research concluded factors that indicate various quality levels in recruitment companies. The collected data that could not be strengthened with the theories was recommended as further research.

As virtual channels on the internet grow full-blown, two major chain department store corporations in Taiwan entered internet markets one after another in 2007. Since the department store is a typical service industry highly based on interactions, the salesclerk has been a major mediator for serving customers and therefore face-to-face interaction between consumers and salesclerks is especially important. With the coming of brand-new self-service system combined with technology, consumers are able to take advantage of the technology to serve themselves. The relationship between corporations and consumers is hence transformed with a delivery system of ¡§low contact but high technology.¡¨ Researchers of previous studies mainly focus on interpersonal-based service encounter for investigation of relationship marketing and customer loyalty and researches about technology-based self-service and interaction with consumers are rarely seen. This research takes department store customers as subjects of investigation and adopts their viewpoints from questionnaire, aiming to probe into the influence of the department store¡¦s introduction of self-service technology on the effect of relationship marketing for better understanding of the relationship between the effect and customers loyalty. The study will take questionnaire survey of internet, and put the questionnaire on the Telecommunication Laboratories (TL) website to gather data via the customer¡¦s e-mail in cooperation with the Web-based Newspaper for the credit card users of the department store of the department store. The questionnaire will put for one month from February 1 to February 28, 2008 to gather enough data for analysis. A total of 1412 copies of questionnaire are issued, retrieving 396 copies, with 1016 copies of effective questionnaire. Structural Equation Modeling is used in this research. The followings are four points of conclusion: (1) the quality of web-based self service has significantly positive influence on result indicators of relational benefits by means of customer relational benefits; (2) the quality of web-based self service, except for delivery service speed, has significantly positive influence on customer relational benefits; (3) customer relational benefits have significantly positive influence on result indicators of relational benefits; (4) customer relational benefits bring significant effect as a mediator between web-based self service and result indicators of relational benefits. Therefore, we suggest that the department store managers shall create more elements of relationship benefit so that the customers all feel highly of the relationship benefit in the hope to enhance the customer's satisfaction and loyalty on the enterprise.

Sävar bibliotek ska införa meröppet, och denna studie har undersökt hur man bör gå tillväga. Intervjuer utfördes via telefon och e-mail till andra meröppna bibliotek, och en fokusgrupp utfördes med besökare och personal vid Sävar bibliotek. Vi undersökte även relevant litteratur för att hitta hur själva miljön i biblioteket ska se ut. Vi kom fram till att det är viktigt att information om förändringarna kommer ut till besökarna. Det är också viktigt att biblioteket ska vara en social miljö, så det är viktigt att arrangera det så att det uppmuntrar till social interaktion. / Sävar library will introduce self-service (“more-open”) and in this study we have researched how to carry it out. Interviews were performed through telephone and e-mail to other more-open libraries and a focus group was performed with visitors and personnel at Sävar library. We also researched relevant literature in order to find how the environment in the library should look like. We found that it is important that information about the changes reaches the visitors. It is also important that the library will continue to be a social environment, so it is important to arrange it so that it encourages social interaction.