Andrea Birch-Jensen

Publications (11)
Projects (1)

Showing 11 publications

2020

Digitalisation and quality management: problems and prospects

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

Production Planning and Control. Vol. In Press

Journal article

2020

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. In Press

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

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

2018

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

Andrea Birch-Jensen, Ida Gremyr, Arni Halldorsson

Other conference contribution

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

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

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

2016

Customer perception measurements as drivers for improvements

Andrea Birch-Jensen, Jacob Hallencreutz, Ida Gremyr

Shingo European Conference

Other conference contribution

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Showing 1 research projects

2020–2022

Digitalization: Its impact on Quality Management Practices and Practitioners

Ida Gremyr Service Management and Logistics

Jan Lenning Service Management and Logistics

Andrea Birch-Jensen Service Management and Logistics

Hendry Raharjo Service Management and Logistics

Chalmers

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