miun.sePublications
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Radikal Kundinvolvering: - innovativt samskapande för tjänstekvalitet
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Management and Mechanical Engineering.
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Management and Mechanical Engineering.
2019 (Swedish)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Tidigare forskning har visat att kundinvolvering kan ske på olika nivåer, där dehögsta nivåerna bidragit till bland annat ökad kundnöjdhet, konkurrenskraftigafördelar och förbättrat införande av nya tjänster hos organisationerna. Syftet medstudien har varit att bidra med kunskapsutveckling kring Radikal Kundinvolveringinom tjänstesektorn. Begreppet var nytt för forskningsområdet och få tidigarestudier visade effekterna av djupgående kundinvolvering. Den teoretiskareferensramen inleddes med kundfokus inom Offensiv kvalitetsutveckling,kundengagemang och kundinvolvering för att slutligen mynna ut i begreppetRadikal Kundinvolvering. Den kunskapsteoretiska utgångspunkten i studien harvarit hermeneutisk med abduktiv ansats. Kvalitativa djupintervjuer har använts sommetod för datainsamling. Till intervjuerna valdes fyra organisationer sombedömdes ha arbetat med Radikal Kundinvolvering och frågor rörandeerfarenheter, effekter och framtidsutsikter ställdes utifrån en semistruktureradintervjumall. Intervjumaterialet analyserades med utgångspunkt frånforskningsfrågorna. Förutom att stärka resultaten från tidigare forskning, visadeförfattarnas slutsats på att organisationerna kombinerade olika metoder förkundinvolvering och att effekterna av Radikal Kundinvolvering blev stärktorganisationskultur, ökad kommunikation och delaktighet. Arbetet ledde också tillatt kundgrupper vars åsikter vanligtvis inte fångades genom traditionella metoderblev hörda.

Abstract [en]

Previous research shows that customer involvement can occur on different levels,where the highest ones have had effects like increased customer satisfaction,competitive advantages and improved introduction of new services for theorganisations. The purpose of the study was to develop a deeper knowledge ofRadical Customer Involvement within service development. The term was new tothe field of research the and few studies had mentioned the effects of deepercustomer involvement. The theoretical framework leads the reader from customerorientation within Total Quality Management, customer engagement and customerinvolvement to Radical Customer Involvement. The research method washermeneutic with an abductive approach. Qualitative in-depth interviews wereused to collect data. Four organisations that were considered working with RadicalCustomer Involvement were chosen for the study and questions involvingexperiences, effects and the future of the field were asked with the help of a semi-structured interview guide. The analysis was based on the questions of the study.Besides strengthening previous research, the authors conclusion showed that theorganisations combined different methods of customer involvement and thatRadical Customer involvement had positive effects on the organisations culture,communication and participation. It also helped raise the voice of customers thattraditional methods were unable to reach.

Place, publisher, year, edition, pages
2019. , p. 52
Keywords [en]
Customer involvement, Radical Customer Involvement, customer orientation, co-creation, effects of customer involvement, Lead Users, Total Quality Management (TQM), service development.
Keywords [sv]
Kundinvolvering, Radikal Kundinvolvering, kundorientering, samskapande, effekter kundinvolvering, Lead Users, Offensiv kvalitetsutveckling (TQM), tjänsteutveckling.
National Category
Reliability and Maintenance
Identifiers
URN: urn:nbn:se:miun:diva-38825Local ID: KA-V19-A1-022OAI: oai:DiVA.org:miun-38825DiVA, id: diva2:1421947
Subject / course
Quality Management and Leadership LO1
Educational program
Master Degree in Quality Management and Leadership TKLEA 60 higher education credits
Supervisors
Examiners
Note

2019-06-27

Available from: 2020-05-15 Created: 2020-04-06 Last updated: 2020-05-15Bibliographically approved

Open Access in DiVA

fulltext(1525 kB)1 downloads
File information
File name FULLTEXT01.pdfFile size 1525 kBChecksum SHA-512
647d5d9658111716e64408dcc8a2c63afa0babea4666eddcb6cc366ee224a0fb7be03f358f4a4e1e7e677c684066e38042f8b11114438e1a702c2d95d2549bcb
Type fulltextMimetype application/pdf

By organisation
Department of Quality Management and Mechanical Engineering
Reliability and Maintenance

Search outside of DiVA

GoogleGoogle Scholar
Total: 1 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 13 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf