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Developing a Tool for Digital Transformations:How to Improve Service Quality in the RelocationIndustry
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial Management.
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial Management.
2014 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The purpose of this study was to develop a tool that shows relocation companies

how they should digitally transform their services. The purpose was satisfied by

dividing the research into two studies. Study 1 conducted a qualitative literature

review focusing on the fields of blue ocean strategy and service quality to

develop an analytical tool that could provide relocation companies with a

strategic direction of how to improve service quality through digital

transformation. Study 2 tested the tool of study 1 in the empirical setting of a

relocation company by collecting quantitative customer opinion data from

customer-facing employees covering Europe, Asia and the Americas through

structured interviews and an electronic survey. The findings of this research were

twofold. Study 1 developed a generalizable tool, which helps companies to form

service development strategies through quantitative analysis, called the Service

Quality Canvas. Study 2 validated the use of this tool and formed a service

development strategy for a relocation company that was focused around

replacing human interaction with fast, easy and round the clock exchange of

relocation information.

Place, publisher, year, edition, pages
2014. , 116 p.
Keyword [en]
Service quality, Service quality scales, Digitization, Digital
National Category
Economics and Business
URN: urn:nbn:se:kth:diva-147707OAI: diva2:731886
Available from: 2014-07-04 Created: 2014-07-02 Last updated: 2014-07-04Bibliographically approved

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