Syftet med examensarbetet är att utifrån ett kundperspektiv undersöka hur kunder upplever e-tjänster i energibranschen. Examensarbetet har använt webbenkät som datainsamlingsmetod. Då all insamlad data inte användes skedde ett dataurval. Den utvalda datan har sedan analyserats med hjälp av befintlig teori för att finna upplevda problemområden och förbättringsförslag. I den teoretiska referensramen redogörs vad en e-tjänst är samt vilka faktorer som är viktiga vid skapandet av en e-tjänst.

The thesis is aiming to investigate what happens in the customer-service worker interaction when the service worker is wearing religious attributes. In order to operationalize this the Muslim head scarf, hijab, is chosen as stimuli. Reviewing previous research and theory in this field, it is clear that people have a preference for people that they perceive to be like themselves, this is referred to as homophily. Further on, the study investigates the ethnicity dimension of the service worker customer interaction. Theoretical areas of attractiveness and color are also investigated.

The goal of this essay was to study if the way gaming review sites presented their review evaluation has any influences the level of product involvement in the users it attracts. The assumption we did during the essay was that there was a connection between user?s level of product involvement and the quality of the community. To test this assumption we started out by performing observations on the comment sections in three gaming news sites which varied in their method for evaluating games. The result of these observations showed a significantly higher community quality in one of the websites.

AbstractThe banking industry has during later years gone through several technological changes (Svenska Bankföreningen 2014). These big changes have led to several advantages seen both from a customer ? and corporate point of view. Advantages in easier usage, increased availability and more competition have made the banks more cost effective at the same time as the customer is being offered better prices. Even though the advantages seem to weigh over the disadvantages there are still those who thinks that things where ?better in the past?.

Purpose: The purpose of this thesis is to identify and analyze innovative products and services within the telecom industry, letting these findings constitute possible ways for CSPs to innovate the experience of their customers. Methodology: The research in this thesis was conducted from a qualitative approach and data were collected using primary- (expert interviews) and secondary sources (journals, articles, web sites etcetera). In addition, a research design entailing four sequential steps was created to stipulate and illustrate the logic underpinning the methodological process. Theoretical perspectives: The theories are divided in three groups. Background theories ? these intend to capture the problematic nature of the transforming telecom industry, examples of such theories are; value chain theories and ecosystem theory.

In this master thesis outage statistics covering tree years from two distribution grids are analyzed with the purpose to deduce which factors yield outages. The statistics are extensive therefore allowing in-depth analysis of both customer and system related factors. From this starting point and as a model of explanation energy not supplied is studied as the consequence and the measurement of the inconvenience caused by outages. Different methods for calculating energy not supplied are developed and studied and put in comparison to the method used in Network Performance Assessment Model, which is the Swedish frame work for regulating electricity distribution.Analysis of the outage statistics show a relation between the type category of customer and outages that can be deduced to the variance and the density associated with that customer category. Prioritization of different customer categories is elevated also in this aspect.

As collaboration between companies move beyond the single transaction into more long-term relationships the consequences of a company's control system become more complex. The aim of this paper is to provide an understanding of how intra- and inter-organizational control and work practices interact through examining how a company's intra-organizational control influences its customer relationships. The empirical research is performed through a qualitative case study where interviews have been conducted with management and sales staff within the case company as well as with one of the customers. The empirical findings have been analyzed using frameworks and theories regarding management control and customer relationships. The study reveals that the intra-organizational control of the case company affects its relationships with customers in a number of ways.

Abstract?Understand the customers value in use ? A multiple case study of three industrial companies? or ?Förstå kundens bruksvärde ? En multipel fallstudie av tre industriella företag? brings out the problem that it is easy to assume, what the value is for the customer.The questions asked for this thesis are:? How does the companies in focus, gather information about what effects the customers value in use?? How do the companies use this information in their business?The purpose is to examine how some industrial companies gather information about the customer?s value in use, on the bases from the five activities from Porter and how they can use this information.Three semi structured interviews were made for this investigation, with representatives from Atlas Copco Rock Drills, IL Recycling and Johnson Pump.The conclusions are that to gather information about the customers value in use, the company must work close with the customer. This information helps the company to improve their products, services and their relationships..

Title: The customer?s contribution to the innovation-process ? a study of using customers to discover latent needs. Level: Final assignment for Bachelor Degree in Business Administration Author: Robert Klein Supervisor: Agneta Sundström Date: 2014-06 Aim: The purpose of this study is to gain enhanced understanding of what knowledge costumers contribute with in an innovation-process lead by a producer of goods, and how that knowledge is used to fulfill latent needs. The area of research has formerly described which results customer-involvement lead to, but have been scarce in describing how results are produced. Method: From a qualitative onset, a case-study collecting data through observations and interviews capturing customer knowledge contributions, and producer use of fetched knowledge has been conducted. Data has been analyzed using a grounded theory approach. Results have been processed in several steps in which material has been categorized and enriched continuously. Result & Conclusions: Customer-knowledge is broken down into market-knowledge, everyday-knowledge, and specialist-knowledge, which all are significant to a producer of goods.

With increasing wine consumption and a growing assortment at available to Swedish consumers, there is an interest in understanding the decision making process of Swedish wine consumers. In this thesis the expert phenomenon is studied with respect to wine through wine critic reliability: grading objectivity, understanding the process of wine criticism and possible critic influence on consumer behavior. Two studies were performed; a qualitative in-depth session of interviews with industry connoisseurs and a quantitative analysis of 589 online wine reviews. Our results indicate that wine reviews are highly subjective and defy prediction through analysis of external variables. Critics are likely to judge differently based on what information they have at hand, suggesting that expectations affect grading.

Mobile TV ? is the introduction on the Swedish market about content and customer relationship? This study explores and defines key factors of decisive importance for the introduction of mobile TV in Sweden, using the TAIDA model. In order to summarize and analyze the factors, four interviews with key actors have been carried out. The answers have been compared to generate the two different criteria that are used for presenting four different scenarios. The purpose of the study is to constitute data in the decision making process.

In my thesis, I set out to study academic peer reviews in the hope of clarifying the experts? views on what qualities and qualifications are desirable when appointing or promoting scholars within History of Science. I also investigate whether or not these views change over the years, as I have studied opinions written between 1980 and 2010. I use a qualitative method of analysis, in which I study what words in the peer reviews are used to describe certain values, and how these words relate to the historical and political background of History of Science in Sweden. My research indicates that academic experts are starting to adapt their opinions to the change in educational politics that has taken place during the second half of the 20th century.

Title: The customer?s contribution to the innovation-process ? a study of using customers to discover latent needs. Level: Final assignment for Bachelor Degree in Business Administration Author: Robert Klein Supervisor: Agneta Sundström Date: 2014-06 Aim: The purpose of this study is to gain enhanced understanding of what knowledge costumers contribute with in an innovation-process lead by a producer of goods, and how that knowledge is used to fulfill latent needs. The area of research has formerly described which results customer-involvement lead to, but have been scarce in describing how results are produced. Method: From a qualitative onset, a case-study collecting data through observations and interviews capturing customer knowledge contributions, and producer use of fetched knowledge has been conducted. Data has been analyzed using a grounded theory approach. Results have been processed in several steps in which material has been categorized and enriched continuously. Result & Conclusions: Customer-knowledge is broken down into market-knowledge, everyday-knowledge, and specialist-knowledge, which all are significant to a producer of goods.

The ski resort is a business unlike any other. While providing the customer with a service, it produces the service in a manner that in many respects resemble the traditional producing company. Therefore, since the challenges facing the ski resort are a mixture of what can be found in these different environments, this study aims to investigate the applicability of Lean principles in this context. With a qualitative approach based on direct observation, combined with survey data from 2819 respondents, we evaluate the expected effects on customer value of ten commonly defined Lean principles. The study finds that although Lean theory can help disseminate customers throughout the resort and provide greater transparency, the nature of the operations calls for caution.

Title: Satisfaction and loyalty from a customer viewpoint Level: Final assignment for Master degree in Business Administration Authors: Thomas Blomqvist and Per Nilsson Supervisor: Lars-Torsten Eriksson Date: Januari 2010Purpose: The overall purpose of our paper is to describe Alfas customers based on the level of satisfaction and loyalty. We also want to find out if there are specific characteristics of customers with a high degree of satisfaction and loyalty.Method: We have used both secondary and primary data in the paper. We started with a review of relevant literature to seek knowledge in the field of customer satisfaction and customer loyalty. Thereafter we conducted a prestudy by interviewing three of Alfas employees, and finally we conducted a quantitative survey on Alfas customers. The results were analyzed and compared against current theory of customer satisfaction and customer loyaltyResults & conclusion: The results suggest that Alfa is successful in meeting customer expectations in service delivery, even if we can confirm differences in outcome between the three businessareas.