From Core Values to Customer Satisfaction: Ericsson in Kazakhstan

Description

<p><strong>Date</strong>                                   </p><p>2009-09-07</p><p><strong>Program</strong>                           </p><p>MIMA – Master of International Marketing</p><p><strong>Course Name</strong>                   </p><p>EFO705 Master Thesis</p><p><strong>Title</strong>                                   </p><p>From Core Values to Customer Satisfaction: Ericsson in Kazakhstan</p><p><strong>Authors</strong>                             </p><p>Dalila Aitpayeva (Västerås), Dejan Mandic (Göteborg)</p><p><strong>Supervisor</strong>                        </p><p>Joakim Netz </p><p><strong>Problem                           </strong></p><p>How can a company deploy its core values into customer relations to increase customers’ satisfaction?</p><p><strong>Purpose</strong>                             </p><p>The purpose of this study is to explore how company’s core values can interact with customer’ expectations and as embedded in the customer relation make impact on the customer satisfaction.</p><p><strong>Method                            </strong><strong>  </strong></p><p>Inductive research was used for data collection and analysis because the study is explorative in nature and therefore based on interviews and document analysis. Interviews were conducted with Ericsson’s managers and their customers in Kazakhstan.<strong> </strong></p><p><strong>Findings                             </strong></p><p>Findings resulted from this study indicate that strong direct relationship exist among core values of service providers and expectations of their customers.<strong>        </strong><strong></strong></p><p><strong>Conclusion                         </strong></p><p>Ericsson’s core values: professionalism, respect, and perseverance are constantly integrated in Ericsson daily business operations. Commitment to its customers, willingness to share knowledge and continuous offering of new technologies are best examples of that integration. Ericsson’s unique and professional service offerings meet and in many cases exceed high customer expectations and ultimately satisfy its customers in Kazakhstan.</p><p><strong> </strong></p>

Links & Downloads

1. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-7383

Tags

values

services

customer expectation

customer satisfaction

Additional Fields

Identifer	oai:union.ndltd.org:UPSALLA/oai:DiVA.org:mdh-7383
Date	January 2009
Creators	Mandic, Dejan, Aitpayeva, Dalila
Publisher	Mälardalen University, School of Sustainable Development of Society and Technology, Mälardalen University, School of Sustainable Development of Society and Technology
Source Sets	DiVA Archive at Upsalla University
Language	English
Detected Language	English
Type	Student thesis, text