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  • 1.
    Giang, Johnny
    et al.
    Mälardalen University, School of Innovation, Design and Engineering.
    Westin, Betty
    Mälardalen University, School of Innovation, Design and Engineering.
    Värde och upplevelse inom ett logistikföretag: Effektivisering av upplevelsen och värdet genom inverkan av innovation2016Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
    Abstract [en]

    Research question:

    How can DHL Freight in Eskilstuna, by applying incremental innovations generate a higher customer value and customer experience in the part where the logistics process creates customer value for individuals?

    Purpose:

    The purpose with this study is to do a research and generate suggestions to as how DHL Freight in Eskilstuna can generate, by using innovation customer value and customer experience for DHL’s private customers.

    Method:

    A qualitative method has been used in this study, this study is also a co-production with DHL Freight in Eskilstuna. The empirical material has been collected by doing semi-structured qualitative interviews, the individuals who have participated in the interviews are two respondents from DHL in Eskilstuna. These two has the roles of ‘Site manager’ and ‘administrator’. Eight individuals, who’s affiliated with DHL as customers have also participated in the interviews. The study has used an inductive method.

    Conclusions:

    If a logistics company such as DHL Freight in Eskilstuna wants to generate a higher customer value and customer experience, the company has to increase the possibilities for incremental innovations. The levels of innnovation within the local sites are almost non existent. It is neccessary for for a company to be prepared to identify customers’ demands and needs which can be used as a base for innovative solutions, activities needs to be developed in order to make it possible. In order to be able to create service innovation, four important factors has to be considered and adapted to. To change customers’ perceptions regarding the company is challenging but not impossible, the company has to acquire a reality based picture in order to be able to utilize and proceed with it. The customer’s role is the most suitable factor to proceed from. Therefore, the realistic picture of reality is important.

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