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Mobila applikationer i serviceyrket: En kvalitativ studie om hur mobila applikationer har förändrat arbetet för servicemedarbetare
Luleå University of Technology, Department of Computer Science, Electrical and Space Engineering.
2017 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
Mobile applications in customer service : A qualitative study on the changes in the work environment for service professionals (English)
Abstract [en]

Aim

This study looks at how mobile applications have changed the situation for customer

service employees in Sweden.

Background

In just a few years, mobile applications have changed our way of working. New

electronic tools have been developed and the mobile applications replace manual labour

as well as paper documents.

Methodolody

The study relies on data collection from qualitative interviews conducted with customer

service employees in Sweden. The empiricism of the interviews has been thematically

analyzed.

Results

The results of the study show that customer service employees work more

independently now than before and that the accessibility of work-related information

has improved substantially and become more efficient.

Conclusion

Thanks to the accessibility improvement and the enhanced information density, the

possibility of offering an improved customer experience has increased. The results also

show the importance of technology to the customer service employees of today.

Abstract [sv]

Syfte

Studien syftar till att undersöka hur mobila applikationer har förändrat arbetet för

servicemedarbetare i Sverige.

Bakgrund

På några få år har mobila applikationer förändrat vårat sätt att arbeta. Nya hjälpmedel

och arbetsredskap har tagits fram och de mobila applikationerna ersätter både manuella

moment och fysiska dokument.

Metod

Studien bygger på datainsamling från servicemedarbetare i Sverige med hjälp av

kvalitativa intervjuer. Empirin från intervjuerna har sammanställts och tematiskt

analyserats.

Resultat

Resultatet av undersökningen visar på att servicemedarbetarna arbetar mer

självständigt nu än innan och att möjligheten till att ta del av arbetsrelaterad

information har blivit mycket bättre och effektivare.

Slutsats

Tack vare att informationen blivit mer lättillgänglig och innehållsrik har också

möjligheten att ge bättre kundservice ökat. Resultatet pekar också på hur viktig

tekniken är för servicemedarbetarna idag.

Place, publisher, year, edition, pages
2017. , p. 27
Keywords [en]
applications, digitalization, customer service, mobile devices, customer service employees
Keywords [sv]
applikationer, digitalisering, kundservice, mobila enheter, servicemedarbetare
National Category
Information Systems
Identifiers
URN: urn:nbn:se:ltu:diva-65996OAI: oai:DiVA.org:ltu-65996DiVA, id: diva2:1161013
Educational program
Philosophy, bachelor's level
Presentation
2017-08-22, A3582, Luleå tekniska universitet 97187, Luleå, 09:00 (Swedish)
Supervisors
Examiners
Available from: 2017-12-01 Created: 2017-11-28 Last updated: 2018-01-13Bibliographically approved

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CiteExportLink to record
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