Cristin-resultat-ID: 1153503
Sist endret: 10. februar 2016, 09:28
NVI-rapporteringsår: 2014
Resultat
Vitenskapelig Kapittel/Artikkel/Konferanseartikkel
2014

Service Futures: What is Expected from Customer Care?

Bidragsytere:
  • Asbjørn Følstad
  • Knut Kvale
  • Joachim Bråthen og
  • Ida Maria Haugstveit

Bok

ServDes.2014 Service Future, Proceedings of the fourth Service Design and Service Innovation Conference, Lancaster University, United Kingdom, 9-11 April 2014
ISBN:
  • 978-91-7519-280-2

Utgiver

Linköping University Electronic Press
NVI-nivå 1

Serie

Linköping Electronic Conference Proceedings
ISSN 1650-3686
e-ISSN 1650-3740
NVI-nivå 1

Om resultatet

Vitenskapelig Kapittel/Artikkel/Konferanseartikkel
Publiseringsår: 2014
Volum: 99
Hefte: .
Sider: 1 - 10
ISBN:
  • 978-91-7519-280-2

Klassifisering

Fagfelt (NPI)

Fagfelt: Tverrfaglig teknologi
- Fagområde: Realfag og teknologi

Beskrivelse Beskrivelse

Tittel

Service Futures: What is Expected from Customer Care?

Sammendrag

Customer care is a critical aspect of service provision. A customer-centric approach to the design of services depends on knowledge of customers’ preferences and expectations for customer care. In this paper, we present a study on customers’ near future expectations for customer care within selected service sectors. As part of a future scenario process, 151 participants contributed their perspectives on customer care for banking, telecom, and logistic services. The study findings highlight expectations concerning service value and service experience, and shed light on preferences for self-service vs. manual care. Furthermore, we find that, though the participants expressed a marked preference for service providers that add a positive experiential aspect to their customer care, the studied service sectors were not closely associated with experiential customer care. Consequently, the experiential aspects of customer care may represent an unrealized potential in these sectors.

Bidragsytere

Asbjørn Følstad

  • Tilknyttet:
    Forfatter
    ved Software and Service Innovation ved SINTEF AS

Knut Kvale

  • Tilknyttet:
    Forfatter
    ved Telenor

Joachim Bråthen

  • Tilknyttet:
    Forfatter
    ved Telenor
  • Tilknyttet:
    Forfatter
    ved TIK-senteret ved Universitetet i Oslo
Inaktiv cristin-person

Ida Maria Haugstveit

  • Tilknyttet:
    Forfatter
    ved Software and Service Innovation ved SINTEF AS
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ServDes.2014 Service Future, Proceedings of the fourth Service Design and Service Innovation Conference, Lancaster University, United Kingdom, 9-11 April 2014.

Sangiorgi, Daniela; Hands, David; Murphy, Emma. 2014, Linköping University Electronic Press. Vitenskapelig antologi/Konferanseserie
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