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From Core Values to Customer Satisfaction: Ericsson in Kazakhstan

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.

Identiferoai:union.ndltd.org:UPSALLA1/oai:DiVA.org:mdh-7383
Date January 2009
CreatorsMandic, Dejan, Aitpayeva, Dalila
PublisherMälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling, Mälardalens högskola, Akademin för hållbar samhälls- och teknikutveckling
Source SetsDiVA Archive at Upsalla University
LanguageEnglish
Detected LanguageEnglish
TypeStudent thesis, info:eu-repo/semantics/bachelorThesis, text
Formatapplication/pdf
Rightsinfo:eu-repo/semantics/openAccess

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