... (Bergman et al., 2007). When surcharging consumers for card use is not allowed (which is the case in Sweden, the context of this study), card payments may be more costly than cash payments for the selling company, especially when the more costly cards are used. Retailers have questioned both...

... a bearing on bank service management (cf. Krishnana et al., 1999). © Emerald Group Publishing Limited 2012 Sweden Customer services quality Banking Private banking Mass affluent customers Kano model Customer perceptions of service quality are emphasized as a key...

... behaviour Customer relations Sweden The dominant theories in marketing are based on the premise that customers follow a conscious process of decision‐making in choosing to purchase a certain good or service from a particular provider. This view is epitomized in the “theory of reasoned action...

... of resource interactions in customer experience formation. © Emerald Group Publishing Limited 2010 Customer orientation Social interaction Restaurants Sweden Customer services quality Corporate strategy Every company must find ways to keep and attract new customers and at the same time...

... aims to explore how SMEs align external environment, strategy and organizational design. Design/methodology/approach A multi‐case study design on capital goods manufacturers from Italy, Sweden and Switzerland was employed. Findings Service strategy formation and implementation in SMEs depend...

... management Manufacturing industries Customer service management Sweden In addition to the physical products that they have traditionally offered, many manufacturing companies are now recognising that they must compete for customers by offering service with their physical products. A company's...

... analysis is used to examine a total of 221 responses to a questionnaire distributed to small and medium‐sized enterprises (SMEs) in Sweden. Findings Both the technical and the functional dimensions of service management were shown to correlate with customer satisfaction. Thus, SMEs seem to evaluate...

... Group Publishing Limited 2008 Public administration Sweden Public sector Service delivery Communication technologies Although the private sector has enthusiastically utilised the internet from its inception, the public sector has been slower to enter the field. However, the gradual...

... 2008 Elder care Health services Customer satisfaction Sweden Long‐term care The evaluation of service by consumers has received considerable attention in the services literature over recent decades (Cronin and Taylor, 1994 ; Grönroos, 2001 ; Gummesson, 2004 ; Oliver, 1977...

... to classify quality attributes. For managers, our results provide guidance on what approach to choose based on the strengths and weaknesses with the different approaches. © Emerald Group Publishing Limited 2007 Quality Sweden Business planning In the original version of the theory...

... management Fitness Sweden Johnston (2004) , who used the methodology to provide a definition of service excellence. Leonard and McAdam (2002) , who used it to investigate the strategic dynamics of TQM within an organisation. Tyler and Stanley (1999) , who used this approach to identify key...

... in Sweden. Design/methodology/approach Using questionnaires and interviews, Italian and British tourists visiting a peripheral tourist location in northern Sweden are studied in three phases: before the tourist experience, during the experience, and after return home. Findings Difference...

... of interactive service quality in service encounters. © Emerald Group Publishing Limited 2004 Quality Service operations Automotive industry Sweden The univariate statistics for each item of the five dimensions of SERVQUAL are shown in Table I . A variety of items, based...

... higher satisfaction with the company than the non‐member customers. © Emerald Group Publishing Limited 2004 Customer loyalty Customer relations Perception Telecommunications Sweden In an early study, Bolton and Drew (1991b) considered value related to the telephone service...

... organisations (Gummesson, 1993). The award models that are commonly promoted in Sweden are the European Quality Award, the Malcolm Baldrige National Quality Award and the Swedish Quality Award. The other main group of important, comprehensive models contains the international standards. The ISO 9000 series...

...‐definition of the aims and objectives of public health care services. © MCB UP Limited 2000 TQM Health care Organizational change Sweden A cluster of ideas borrowed from the private sector has contributed to dramatic changes in the conception of the public sector during the past two...

... Edvardsson, 1988, 1992, 1996a,b; Olsen, 1992). In the three parts of the study that forms the basis of this report a total of 500 customer‐experienced critical incidents have been included. © MCB UP Limited 1998 Complaints Public transport Service quality Sweden “When does an event...

... requirements. Defines a total quality index, adequate indicators for objective satisfaction, performance indicators, and the calculation of quality. Finally, details the implementation of the index. © MCB UP Limited 1993 INDEXES PERFORMANCE INDICATORS SWEDEN TQM Creating index an The UTK...