Date 2009-09-07 Program MIMA – Master of International Marketing Course Name EFO705 Master Thesis Title From Core Values to Customer Satisfaction: Ericsson in Kazakhstan Authors Dalila Aitpayeva (Västerås), Dejan Mandic (Göteborg) Supervisor Joakim Netz Problem How can a company deploy its core values into customer relations to increase customers’ satisfaction? Purpose 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. Method 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. Findings Findings resulted from this study indicate that strong direct relationship exist among core values of service providers and expectations of their customers. Conclusion 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.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:mdh-7383 |
| Date | January 2009 |
| Creators | Mandic, Dejan, Aitpayeva, Dalila |
| Publisher | Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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