Are you really listening to what your customers are saying? Making use of customer feedback in the era of servitization and digitalization
Licentiate thesis, 2018
The thesis builds on two qualitative studies, which operationalize the purpose through the lens of customer-initiated feedback, and firm-initiated feedback. The first study explores the processes needed to understand and react upon customer-initiated feedback of digitally connected services. The second study explores the customer satisfaction information usage process, and bridges this process with the firms’ service improvement processes through the use of dynamic capabilities. The findings of the thesis add to the emerging research field residing in the intersection of servitization and digitalization research, through its exploration of challenges related to using customer-initiated feedback of digitally connected services and the impact these have on the firm’s established quality improvement processes. Furthermore, the thesis investigates how organizational capabilities and organizational learning can support the use of customer feedback.
Chalmers, Technology Management and Economics, Service Management and Logistics
Birch-Jensen, A., Gremyr, I., Halldórsson, A. "Digitally connected services: Working with improvements through customer-initiated feedback processes"
Birch-Jensen, A., Gremyr., I., Halldórsson, A. "Dynamic Capabilities for Improving Service Offerings through the Utilization of Customer Satisfaction Information"
Use of customer satisfaction measurements to drive improvements
Total Quality Management and Business Excellence,; (2018)
Economics and Business
Licentiate thesis, report - Department of Technology of Management and Economics, Chalmers University of Technology: L2018:096
Chalmers University of Technology
TME Room Korsvägen, rum 2456
Opponent: Prof. Mattis Elg, Department of Management and Engineering, Linköping University