Blar i SINTEF Open på forfatter "Kvale, Knut"
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Applying Transactional NPS for Customer Journey Insight: Case Experiences and Lessons Learnt
Følstad, Asbjørn; Kvale, Knut (Journal article; Peer reviewed, 2018)While the concept of “customer journeys” is widely taken up to support service design and management, practical frameworks for routine monitoring of customer experience in the context of customer journeys are lacking. This ... -
Customer journey measures - State of the art research and best practices
Følstad, Asbjørn; Kvale, Knut; Halvorsrud, Ragnhild (Research report, 2013)We have conducted a systematic review of the scientific literature on customer journeys to support our work on customer journey measures in the research project Customer Care 2015. A total of 54 journal and conference ... -
Customer Journeys: A Systematic Literature Review
Følstad, Asbjørn; Kvale, Knut (Journal article; Peer reviewed, 2018)Purpose – Customer journeys has become an increasingly important topic in service management and design. The study reviews customer journey terminology and approaches within the research literature prior to 2013, mainly ... -
Design Feedback from Users Through an Online Social Platform: Benefits and Limitations
Følstad, Asbjørn; Haugstveit, Ida Maria; Kvale, Knut; Karahasanovic, Amela (Peer reviewed; Journal article, 2016)Online social platforms, such as blogs, discussion forums and social networking sites, are increasingly explored as venues for user-centred evaluations; in particular, for design feedback from users. We present a multi-case ... -
Improving service quality through customer journey analysis
Halvorsrud, Ragnhild; Kvale, Knut; Følstad, Asbjørn (Journal article; Peer reviewed, 2016)Purpose: The purpose of this paper is to propose a framework based on customer journeys for a structured portrayal of service delivery from the customer’s point of view. The paper also introduces customer journey analysis ... -
Understanding the user experience of customer service chatbots: What can we learn from customer satisfaction surveys?
Kvale, Knut; Freddi, Eleonora; Hodnebrog, Stig; Sell, Olav Alexander; Følstad, Asbjørn (Chapter, 2021)Understanding and improving user experience is key to strengthening uptake and realizing the potential of chatbots for customer service. In this paper, we investigate customer satisfaction surveys as a source of insight ... -
Using the Net Promoter Score to support service design: Digging for gold in customer free-text reports
Følstad, Asbjørn; Kvale, Knut (Chapter, 2018)Customer research is key to service design. However, current methods to obtain in-depth customer insight are resource demanding and rarely utilise available customer reports. In this study, we explore the widely used ...