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Service encounters in 2015: desires and needs of future customers in the Swedish energy sector
Högskolan i Borås.
Jönköping University, Jönköping International Business School, JIBS, Business Informatics. (CenIT, Informatics)
2008 (English)In: Collaboration and the Knowledge Economy: Issues, Applications, Case Studies, Amsterdam: IOS Press , 2008, 522-529 p.Conference paper, Published paper (Refereed)
Abstract [en]

The deregulation of the energy sector has led to a need to study service encounters between energy companies and customers. Due to that a continuous development of energy companies’ services will be even more important in the future this paper reports upon key values of energy customers of today and tomorrow. Based on the characteristics of the MeWe-generation together with attitudes and behaviour of customers of today seven different scenarios about future service encounters has been generated. An important characteristic of these scenarios are that customers of tomorrow are interpersonal individualists in the sense that they have an increased focus in self-reliance, self-realization and self-expression. They also participate actively in different physical and virtual communities and value friends as well as authenticity. Key values expressed by customers related to the services provided by energy companies are environmentally friendliness, cost efficiency, and technology intensive.

Place, publisher, year, edition, pages
Amsterdam: IOS Press , 2008. 522-529 p.
Series
, ISSN 1574-1230
Keyword [en]
Service encounters, Energy services, MeWe-generation, Scenarios
National Category
Information Science Economics and Business
Identifiers
URN: urn:nbn:se:hj:diva-7287ISBN: 978-1-58603-924-0 (print)OAI: oai:DiVA.org:hj-7287DiVA: diva2:132963
Note
COMPLETE REFERENCE: 17. Salomonson N., Lind M. (2008) "Service encounters in 2015 – desires and needs of future customers in the Swedish energy sector" in Cunningham P., Cunningham M. (Eds.) Collaboration and the Knowledge Economy: Issues, Applications, Case Studies, IOS Press, Amsterdam, pp. 522-529Available from: 2009-01-07 Created: 2009-01-07 Last updated: 2009-02-25Bibliographically approved

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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf