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I kontexten av växande e-handel och ökande konkurrens bland e-handelsaktörer världen över blir bra service till kunderna alltmer aktuell för fortsatt framgång. Leverans av varor till slutkunden, eller last mile-leverans, lyfts fram som en viktig aspekt av service som kan ha en betydande påverkan på kundernas sammanlagda serviceupplevelse. Syftet med denna studie var att undersöka svenska kunders u

Peripheral areas with declining traditional industries often see tourism as a solution for multiple macroeconomic problems. In these regions particularly small and medium-sized enterprises constitute the backbone of the tourism product, and thus are regarded as key players in economic restructuration and rejuvenation (Cooper and Buhalis 1992). At the same time, non-price factors have come into foc

E-business is becoming more and more common today. The predictions of future growth give clear indications that companies will use e-business more and more. However in the growth of e-business it has been identified that there is a common lack of understanding in customer needs and logistics. In order to reduce some of this non-understanding this thesis seeks answers to the following question: - H

This master thesis is a part of an inventory control research collaboration between NGIL (Next Generation Innovative Logistics) and Volvo Parts AB. Volvo Parts is a business unit within the Volvo Group that provides support and services for the aftermarket. Their objective is to maximise the uptime of Volvo Group products for the end users by providing support and ensuring availability of spare pa

Speech Emotion Recognition (SER) opens up the possibility to collect opinions from people in channels that have not be conceivable before, such as youtube videos, podcasts or phone calls. SER is becoming more advanced, and the SER models that have been published recently are reaching accuracy-results well beyond state of the arts. However, SER is not a simple task and it is most common that the mo

In today´s supply chains, it often ends by the consumer but as seen with reverse logistics the consumers are the starting point on the reverse flow. Reverse logistics is the opposite route from the usual supply chain and the literature stresses the importance of designing a reverse logistics network, where reverse distribution is essential to reach efficiency. The purpose of this study aims to ela

This paper is a description of a real world case which focuses on a method to define the major gaps between functional requirements and existing support in a traditional ERP system. To identify and define the major gaps the method is using short interviews, existing documentation and graphic process diagrams. The report covers the process Customer Contact – Order Acknowledgement for a global chemi

While localization helps to create websites and mobile apps for specific target markets, not as much attention was devoted to the area of affective virtual service agents. The situation is changing due to advances in affective computing and artificial intelligence. Virtual service agents have the potential to change the way how people interact with information technology by transforming control me

This research was undertaken in an aerospace company, which manufactures aero engines and also offers contracts, under which it remains responsible for the maintenance of engines. These contracts allow the company to collect far more data about the in-service performance of their engines than was previously available. This paper aims at understanding what parts of this in-service information are a

Studies have shown that all Swedish municipalities are involved in cooperation with other municipalities, and most frequent in soft forms like agreements. Often each municipality have full control of its activities and then join forces with others on the margin. However, in this chapter it is showed that this situation is undergoing a change. Municipalities facing new a new landscape are looking f