... or credit cards dominate the payment system. According to the Swedish central bank, Sveriges Riksbank, the value of cash (coins and banknotes) in circulation in Sweden has fallen from 9.6 per cent of GDP in 1950 to 2.7 per cent of GDP in 2011. In comparison, in 2011 the figure for the USA was 7.1 per cent...

... et al., 1985 ; Holmlund and Kock, 1996 ; Karatepe et al., 2005). © Emerald Group Publishing Limited 2012 Sweden Customer services quality Banking Private banking Mass affluent customers Kano model Deregulation, information technology, and ongoing globalization...

... Conscious and unconscious thoughts Consumer 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...

... (the evaluation is done from the point of view of the interviewee and should be respected). 3. The incident should be a discrete episode. 4. Have sufficient details to be fully understood. 5. The incident should have occurred in restaurants in Sweden. All interviews were recorded by means...

... 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...

... of the necessary cultural change that must accompany the transition. © Emerald Group Publishing Limited 2009 Customer satisfaction Supply chain management Manufacturing industries Customer service management Sweden This paper focuses on the role of competence in the initiation...

... 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...

... of crucial importance. © Emerald 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...

... municipality of Heby (Sweden). The interviews were conducted in a conversational manner to create an intimate and trusting atmosphere in which the respondents felt free to express their feelings. Several authors have noted that there is a need for qualitative research of this type to complement...

... required if the company is to create quality for its customers). With respect to quality dimensions, the following were identified from analysis of the data (see Figure 1). Quality management Fitness Sweden Johnston (2004) , who used the methodology to provide a definition...

... that the different approaches possess. © Emerald Group Publishing Limited 2007 Quality Sweden Business planning The theory of attractive quality also postulates that product and service attributes are dynamic – that is, over time an attribute changes from being “indifferent”, to “attractive...

... 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...

.... One representative of each supplier was contacted to match a corresponding executive at the VM (thus creating the dyads). © Emerald Group Publishing Limited 2004 Quality Service operations Automotive industry Sweden Since the 1970s, marketing researchers have acknowledged...

... the variables behind the customers’ evaluations of the telecom company's customer club. © Emerald Group Publishing Limited 2004 Customer loyalty Customer relations Perception Telecommunications Sweden In order to achieve our aim we carried out an empirical study divided into three...

... Limited 2003 Services Quality management Total quality management Values Public sector organizations Sweden Quality management as a theoretical concept, as well as a managerial practice, was developed in the industrial manufacturing sector in the early part of the last century. Later...

... 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 decades. Referred to as “new public management” (NPM), these changes include an emphasis...

... can discuss and assess the value of acquiring facts about customer‐experienced quality and customer dissatisfaction through the front‐line staff. © MCB UP Limited 1998 Complaints Public transport Service quality Sweden “When does an event begin? It does not begin...

... 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...