Andrea Birch-Jensen

Publications (12)
Projects (1)

Showing 12 publications

2022

Quality functions' use of customer feedback as activation triggers for absorptive capacity and value co-creation

Ida Gremyr, Andrea Birch-Jensen, Maneesh Kumar et al

International Journal of Operations and Production Management. Vol. 42 (13), p. 218-242

Journal article

2021

Absorptive capacity as enabler for service improvements − the role of customer satisfaction information usage

Andrea Birch-Jensen, Ida Gremyr, Arni Halldorsson

Total Quality Management and Business Excellence. Vol. 32 (15-16), p. 1651-1665

Journal article

2021

Digitalisation and quality management: problems and prospects

Mattias Elg, Andrea Birch-Jensen, Ida Gremyr et al

Production Planning and Control. Vol. 32 (12), p. 990-1003

Journal article

2020

Digitally connected services: Improvements through customer-initiated feedback

Andrea Birch-Jensen, Ida Gremyr, Arni Halldorsson

European Management Journal. Vol. 38 (5), p. 814-825

Journal article

2020

The evolving role of customer focus in quality management: Using customer feedback to mobilize quality improvements in the age of digitalization and increased service delivery

Andrea Birch-Jensen

Doctoral thesis

2020

Use of customer satisfaction measurements to drive improvements

Andrea Birch-Jensen, Ida Gremyr, Jacob Hallencreutz et al

Total Quality Management and Business Excellence. Vol. 31 (5-6), p. 569-582

Journal article

2018

Are you really listening to what your customers are saying? Making use of customer feedback in the era of servitization and digitalization

Andrea Birch-Jensen

Licentiate thesis

2018

Dynamic Capabilities for Improving Service Offerings through Utilization of Customer Satisfaction Information

Andrea Birch-Jensen, Ida Gremyr, Arni Halldorsson

SERVSIG PROCEEDINGS

Paper in proceeding

2018

The Future of Work for Quality Management – Challenges in the Digitalized Era

Mattias Elg, Ida Gremyr, Jason Martin et al

Other conference contribution

2017

Managing quality “in-use”: Feedback Information to Improve Digitally Connected Services

Andrea Birch-Jensen, Ida Gremyr, Arni Halldorsson

The 24th Nordic Academy of Management Conference

Paper in proceeding

2016

Customer perception measurements as drivers for improvements

Andrea Birch-Jensen, Jacob Hallencreutz, Ida Gremyr

Shingo European Conference

Other conference contribution

2016

Factors influencing the use of customer satisfaction measurements

Andrea Birch-Jensen, Ida Gremyr, Jacob Hallencreutz et al

10th conference of the Performance Measurement Association

Paper in proceeding

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Showing 1 research projects

2020–2024

Digitalization: Its impact on Quality Management Practices and Practitioners

Ida Gremyr Service Management and Logistics

Hendry Raharjo Service Management and Logistics

Andrea Birch-Jensen Service Management and Logistics

Jan Lenning Service Management and Logistics

Chalmers

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