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From Core Values to Customer Satisfaction: Ericsson in Kazakhstan
Mälardalen University, School of Sustainable Development of Society and Technology.
Mälardalen University, School of Sustainable Development of Society and Technology.
2009 (English)Independent thesis Advanced level (degree of Master (One Year)), 15 credits / 22,5 HE creditsStudent thesis
Abstract [en]

Date                                   

2009-09-07

Program                           

MIMA – Master of International Marketing

Course Name                   

EFO705 Master Thesis

Title                                   

From Core Values to Customer Satisfaction: Ericsson in Kazakhstan

Authors                             

Dalila Aitpayeva (Västerås), Dejan Mandic (Göteborg)

Supervisor                        

Joakim Netz 

Problem                           

How can a company deploy its core values into customer relations to increase customers’ satisfaction?

Purpose                             

The purpose of this study is to explore how company’s core values can interact with customer’ expectations and as embedded in the customer relation make impact on the customer satisfaction.

Method                             

Inductive research was used for data collection and analysis because the study is explorative in nature and therefore based on interviews and document analysis. Interviews were conducted with Ericsson’s managers and their customers in Kazakhstan. 

Findings                            

Findings resulted from this study indicate that strong direct relationship exist among core values of service providers and expectations of their customers.       

Conclusion                        

Ericsson’s core values: professionalism, respect, and perseverance are constantly integrated in Ericsson daily business operations. Commitment to its customers, willingness to share knowledge and continuous offering of new technologies are best examples of that integration. Ericsson’s unique and professional service offerings meet and in many cases exceed high customer expectations and ultimately satisfy its customers in Kazakhstan.

 

Place, publisher, year, edition, pages
2009. , p. 50
Keywords [en]
values, services, customer expectation, customer satisfaction
Identifiers
URN: urn:nbn:se:mdh:diva-7383OAI: oai:DiVA.org:mdh-7383DiVA, id: diva2:272145
Presentation
(English)
Uppsok

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Available from: 2009-11-02 Created: 2009-10-14 Last updated: 2009-11-02Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • ieee
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  • vancouver
  • Other style
More styles
Language
  • de-DE
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  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
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  • Other locale
More languages
Output format
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  • asciidoc
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