Browsing by Author "Segerlund, Daniel"

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Co-modality - A forgotten concept?
(2014-12-11) Lehnér, Jakob Rymark; Segerlund, Daniel; University of Gothenburg/Graduate School; Göteborgs universitet/Graduate School
Co-modality was first introduced in 2006 by the European Commission, the definition was stated as “the efficient use of different transport modes on their own or in combination will result in an optimal and sustainable utilisation of resources”. The authors decided to dig deeper into the true meaning of this vaguely defined concept. Stakeholders within the transport industry were asked upon their view of co-modality. A few of these knew the true definition as stated by the European Commission, while the majority interpreted it as equal to intermodality or were not even aware about the concept. These results lead the authors to try to find out if the co-modality actually is a viable and useful concept for future development within the freight transport industry. In order to do this, the authors hypothetically suggested the inclusion of a triple bottom line model, to by some means assess and measure transport solutions. Furthermore, the authors investigated the possibility to draw parallels to philosophies of improvements, found in other industry sectors. The results out of this hypothesis was that out of economic, environmental and social aspects included in a triple bottom line model, the economic and environmental aspects linked to freight transport were extensively covered in research and business agendas, while the social aspects showed to be less considered. This made the authors obliged to put extra attention towards social aspects, with respect to freight transport. The suggested parallel to other philosophies of improvements, proved to reach consensus by stakeholders of the transport industry. By viewing co-modality as a philosophy of improvements, applicable to the transport industry rather than as a vaguely defined concept, the possibility of co-modality to reach further coherence as a useful way to develop transports in the future should increase.
The intergration of RFID technology in connection with after-sales service strategies in a rapidly emerging vehicle market
(2012-10-03) Nilsson, Tintin; Segerlund, Daniel; University of Gothenburg/Department of Business Administration; Göteborgs universitet/Företagsekonomiska institutionen
The automotive industry's core business today is not just about producing and selling vehicles, since a large source of revenue in the vehicle market is based on the after-sales services that customer’s need. The overall trend in the vehicle market is that customer services and customer focus have become increasingly more central to the automotive industry and its customers in recent years. This has meant that the focus has moved away from only production activities to also include service activities for the dealerships in the car market. The main problem for the after-sales department at Gargash Enterprises L.L.C is the loss of customer retention in the workshops due to when the customer´s car warranty ends after three years. The loss of retention is partly based on a historical high price strategy that has made customers more reluctant to service their vehicles at Gargash Enterprises L.L.C. The loss of retention is also based on the high amount of workshop competitors that attracts customers with lower prices. To counteract this trend, Gargash Enterprises L.L.C is currently using different after-sales service strategies to increase the customer retention rate i.e. they offer the Mercedes-Benz ”24 hour service en route”. The purpose of this thesis is to evaluate in what ways Gargash Enterprises L.L.C can increase its customer retention rate using the after-sales service strategy Mercedes-Benz “24 hour service en route” and RFID technology in the workshops. The methodology that is used in the thesis is based on a deductive scientific approach and qualitative primary data that is obtained through interviews and a field study of the Mercedes-Benz “24 hour service en route”. There is also secondary data in the thesis that originates from scientific literature. The theory chapter starts with a theoretical review of what customer value and satisfaction are, and describes the possibility of using the SERVQUAL model. The chapter also reviews the straits and benefits of a RFID implementation within service based organizations. The empirical chapter is based on the interviews in conducted in the United Arab Emirates (UAE) which describes the vehicle market in that region. The chapter is also based on our field test and shows how the “24 hour service en route” is conducted in theory and reality. The analysis shows the reader the types of challenges Gargash Enterprises L.L.C has when it comes to adapting their after sales service strategies to different types of customers and Emirates and how the “24 hour service en route” performs in real life. The chapter also discusses the current opportunities and difficulties that are linked to an implementation of RFID technology in the company's various workshops. The conclusion chapter shows that Gargash Enterprises L.L.C has the possibility to increase its customer retention level by the development of its roadside assistance service “24 hour service en route”. Through the development of the call center and the service technicians social, language, and technical skills, the customer’s perceived value and satisfaction in the offered service can be increased. Regarding the implementation of RFID technology in the workshops it could contribute to faster repairs, less human errors and real time tracking and tracing of the customer´s vehicles. This could enable customers to perceive the repair or service offered with a greater satisfaction. Unfortunately, it's hard to see the monetary gain in such effected customer satisfaction and to calculate the investment's net profit is unfortunately very complex.