This thesis attempts to clarify the impact of cultural differenceson customer expectations of service level. Furthermore, wewant to determine whether or not expectations of service differenough to be quantifiable between two countries, Sweden andthe US, mostly regarded as similar in business practices. The conclusion showed that higher ratings on four of Hofstede?s five cultural indexes were associated with higher customer service expectations overall, and in all four SERVQUAL dimensions. This research contributes to retail internationalization and customer expectations theory.

The purpose of this study is to develop and practically evaluate a new approach for the introduction of changes in internal and external processes in a customer front, but with the aim of maintaining or increasing customer perceived quality during insertion. A working model has been developed and is used in a qualitative research in the form of a case study carried out in a customer front, on a customer group in Telia's mobile customer service in Sweden. There is currently little research that has studied the implementation phase.The results of the study show that the designed working model works satisfactorily, but also that it can be developed more. Employees are satisfied and the sale was a positive boost, however, declined the customer experience a little bit. Employees raises questions as leader behavior, confidence in the group ahead, everyone's different circumstances and desire for the individual choice.The biggest challenge for future leaders will be to manage and lead continuous change.

Studien ämnar till att granska och diskutera strategi i ett innovationssammanhang för att undersöka hur eller om företag kan arbeta strategiskt med innovation. Innovation är en ickelinjär process och strategiarbete handlar om att göra bedömningar om framtiden. I vilken grad går det att arbeta strategiskt med innovation? Studien använder en explorativ metod med kvalitativ ansats och en abduktivt slutledning. Vår empiriska grund baseras på intervjuer med respondenter inom affärsutveckling och nätverkande.

Det finns ingen entydig bild av hur man ska uppfatta innovation. Vi kan dock säga att det hänger intimt samman med kunskap. Ur denna synvinkel är det intressant att styra kunskaper så att de blir en resurs för företaget via knowledge management. Vårt syfte är att undersöka hur styrsystem förhåller sig till kunskap och innovation i ett kunskapsintensivt företag genom att med kvalitativ metod studera hur medarbetare på Öhrlings PricewaterhouseCoopers i Lund upplever sin arbetssituation.Vi kommer till slutsatsen att styrsystem påverkar kunskapsutveckling och innovation via vertikal elasticitet. Strukturella, sociala och kulturella dimensioner menar vi inte i sig ger en tillfredställande bild av de erfarenheter undersökningen gör..

Medieföretaget AB is a Swedish Media Company that covers several different business areas.The company daily produces one of the biggest newspapers in Sweden and publishes editorialnews on one of the country?s most visited news homepage. The company also has smallerfirms that produce new business models. Due to big changes in the media climate over theworld and a new company management team the company in November 2008 started adepartment for innovation. The main purpose of the department was to create a structuredway for managing ideas and to promote innovation.

Companies and organizations recognize the importance of collaboration to develop responsibility and ability of change in the workplace. The concept of collaboration was a relatively new idea in business in the late 1980s. In a Nordic context, collaboration is a traditional approach that companies use successfully for competition, survival and development. Collaborative organizational efforts cover management of committed people who can help companies achieve flexibility, customer loyalty, innovation and economic success on a challenging and competitive market. Many theorists believe that collaboration is the key to integrating technology, financial competence and innovation.

I dagens samhälle krävs det allt snabbare förändring i organisationer för att hålla jämn takt med omvärlden. Detta har den svenska regeringen uppfattat och därför tagit fram en innovationsstrategi för år 2020, som vi till stor del har utgått från i detta arbete. Med den som grund ville vi ta fram ett verktyg för att introducera innovation för individer och organisationer för att starta en process för ett kontinuerligt lärande och arbete med innovation. För att testa detta verktyg gjordes en studie som bekräftade vår hypotes, och utifrån detta har vi tagit fram en stor, övergripande modell för hur vi ser att innovationsarbete kan fungera i organisationer utifrån vårt verktyg, samt en modell för hur individen och organisationsklimatet tillsammans kan fungera för att bidra till att höja innovationsförmågan i en organisation. Utöver vår hypotes hade vi även två forskningsfrågor som vi svarade på, där den andra är vårt innovationsbidrag..

Purpose: The study aims to, from a companys point of view, describe how strategic work with customer loyalty is done.Conclusion: Another possible way to try to create loyalty is to exceed the expectations whether the customer is a member of the loyalty program or not. A strong brand with a good reputation can also contribute to a stronger loyalty. Reward systems gradually reward the customers since they first need to collect points, or in this case miles, to be able to use them later on. The staff is often educated in service to be able to interact with the customer in a professional manner. One way to interact with the members of the loyalty program is through profiles on the internet.

This Master Thesis is a part of PlymoVent?s business to customer plot, with the aim to investigate how the consumers receive the services that PlymoVent provides. With regard to PlymoVent's business strategy and reference theory, the demands of how to receive and monitor a supply chain for a better customer satisfaction where targeted. The findings refer to poor customer satisfaction due to obscure procedures in problem resolution and discrepancy handling, and vague transportation accuracy..

Open Innovation är ett relativt nytt arbetssätt som innebär att organisationer tar in extern kunskap med syftet att utveckla interna processer och vidga den egna kompetensen. Studien utgår ifrån ett kvalitativt perspektiv där relevanta teorier hämtats ifrån tryckt litteratur, vetenskapliga artiklar samt empiri som består av en omvärldsanalys samt intervjustudie med ett antal individer med varierande kunskap inom områdena; Open Innovation samt medborgardialog kopplat till offentlig förvaltning. Det framkom i studien att faktorer som transparens, verktyg samt process är viktiga byggstenar i en Open Innovation-process. Utifrån studien har författarna tagit fram en metod som skall synliggöra hur de olika områdena samverkar med varandra och vilka verktyg som kan tillämpas i processen (se nedan). Författarna fann genom studien att hanteringen utav de idéer och förslag som hämtas från Open Innovation-processer är den viktigaste delen i processen.

The purpose of this paper is to examine the effect that price has on quality expectations and customer satisfaction and how price fits into a customer satisfaction model. An experiment in which participants are subject to scenarios of a high or low quality flight are used to test the hypotheses. The analysis shows that perceived quality has a bigger impact on satisfaction than price. Furthermore, price and quality do not affect customer satisfaction independently of each other. The importance of value compared to quality changes whether the actor is a high or low price actor.

Healthcare in Sweden are in need of a drastic change to meet the requirements of highly developed societies, and information technology is seen as an essential part to get there. However, the Swedish healthcare have to challenge their traditional innovation approaches as well. For example, it has become more common to engage patients in the innovation process through web-based platforms. We have been focusing on an approach called co-creation by studying a workshop, in which potential users and other stakeholders are cooperating creatively to come up with innovative solutions in order to improve healthcare practice. Our findings suggests that co-creation may increase the mutual understanding between different stakeholders, for example healthcare professionals and IT developers, enable horizontal learning through and outside the organization and also to raise concepts and actions that are responding to healthcare needs.

The store manager can make great benefits of having an eye on how the staff works towards the customer, because the personnel is an important tool when competing with other stores. This paper is focusing on the part that relates to the staff in the store, which is one of the key tools in the competition for customers after the customer made it to the store. Many stores have guidelines which the staff should follow when they meet with customers. If the staff is too tightly controlled by these guidelines, customers can perceive the first encounter with the staff as artificial and as if the genuine friendliness does not exist. It is important that the staff looks at the individual customer and treat every customer in a personal way and that the staff can see the customer?s needs.

Several studies have examined the effects of perceived justice of preferential treatments to customers, but few have studied these effects when customers have different input. The purpose of the study is therefore to enhance the knowledge and understanding of the effects of preferential treatments to customers with varying input. More specifically, the study focuses on how perceived justice, customer satisfaction and loyalty are affected depending on the customer's input and received treatment. An experimental study with 263 respondents showed that the perceived justice and loyalty intentions among both the receiver and the non-receiver of the preferential treatment were of highest level when it was given to a customer with large input. Customer satisfaction however, was found to be of highest level when customers themselves received preferential treatment, regardless of the size of their input.

The purpose of this thesis was to study local bank offices work with customer satisfaction. A case study concerning two local bank offices was made, the cases were based on interviews with the managers at the bank offices. The research questions that we wanted this thesis to answer was how local bank offices create customer satisfaction among small business customers, and how local bank offices assess customer satisfaction among small business customers. The study showed that local bank offices find customer satisfaction among small business customers important and use complaints as the primary source in the process of creating customer satisfaction..