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"Man får mycket gratis med en öppen attityd": Projektledarens upplevelse av kundrelationen i kundorderprojekt
Linnaeus University, Faculty of Health, Social Work and Behavioural Sciences, School of Education, Psychology and Sport Science.
2011 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The purpose of this paper has been to describe the project manager's experience of the customer relationship in customer order projects. A qualitative interview study has been conducted in which seven project managers were interviewed. A thematic analysis resulted in four overall themes. The results showed the importance of a clear, responsive and open communication as well as a large degree of customization to meet the customer the best way as possible. The experience was also characterized by a dynamic relationship and the importance of the customer's expectations. The project manager's characteristics and experience were very important in all themes and had a significant part in establishing and maintaining customers’ trust.

Abstract [sv]

Syftet med uppsatsen har varit att beskriva projektledarens upplevelse av kundrelationen i kundorderprojekt. En kvalitativ intervjustudie har använts som undersökningsmetod där sju stycken projektledare har intervjuats. Analys av materialet har genomförts med en tematisk analys där fyra övergripande teman framkommit. Resultatet visade på kommunikationens betydelse av att vara tydlig, lyhörd och öppen samt en stor grad av anpassning för att bemöta kunden på bästa sätt. Upplevelsen präglades dessutom av en dynamik i relationen och där kundens förväntningar var betydelsefulla. Projektledarens egenskaper och erfarenhet spelade en stor roll i samtliga teman och visade sig vara viktiga i att etablera och bevara kundens förtroende.

Place, publisher, year, edition, pages
2011. , 47 p.
Keyword [en]
project manager, customer order project, customer relationship, trust, expectations
Keyword [sv]
projektledare, kundorderprojekt, kundrelation, förtroende, förväntningar
National Category
Psychology
Identifiers
URN: urn:nbn:se:lnu:diva-13482OAI: oai:DiVA.org:lnu-13482DiVA: diva2:430844
Subject / course
Psychology
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2011-07-13 Created: 2011-07-07 Last updated: 2011-07-13Bibliographically approved

Open Access in DiVA

C-uppsats - Cecilia Selander(346 kB)253 downloads
File information
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1664dee05f34ae482656b26adac3f1363740aa90fe7194fde260cfba632fcaa459a0df2a3ce2bc8ca7d808f0fc051bac1e2ae79e6ae9972e884e629c682920ea
Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • ieee
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  • vancouver
  • Other style
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Language
  • de-DE
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  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
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  • Other locale
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Output format
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