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A wake-up call: En utvärderande fallstudie över telekombranschen
Uppsala University, Disciplinary Domain of Science and Technology, Mathematics and Computer Science, Department of Information Technology, Division of Visual Information and Interaction.
2019 (Swedish)Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

As technology and service change, so does customer expectations. This apply particularly to industries who have a long and traditional role in society, industries who must adapt to stay up to date. One of these industries is the telecom industry, which is rapidly changing. From radio transmitters to telephone, to present days when almost everyone carries the immaculate opportunity to reach the entire world from a device that easily fits in the back pocket of a pair of jeans. The entering of smart phones changed the entire telecom industry, and nourished new and rapidly changing demands from the customers.

The overall aim of this thesis is to via a case study investigate how different existing solutions in the telecom industry such as telephone, email, social media and chats can be combined with new technology and analytics to meet people's requirements for accessibility, simplicity and clarity when seeking help and information within the telecom industry. Both the technical aspects, such as the existing solutions, and the human aspects such as what information different customer groups seek are studied. An analysis of the telecom sector based on a service design approach have been done.

The research done in the thesis put forward the challenges companies within the telecom industry face. By using a service design approach improvements and design of systems that enable seamless interactions between different technologies and customers have been suggested, to show how they might look like in the future.

Place, publisher, year, edition, pages
2019. , p. 89
Series
UPTEC STS, ISSN 1650-8319 ; 19029
Keywords [sv]
telekom, kundnöjdhet, tjänstedesign
National Category
Interaction Technologies
Identifiers
URN: urn:nbn:se:uu:diva-387693OAI: oai:DiVA.org:uu-387693DiVA, id: diva2:1330238
Educational program
Systems in Technology and Society Programme
Supervisors
Examiners
Available from: 2019-06-25 Created: 2019-06-25 Last updated: 2019-06-25Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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Output format
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