Developing a Tool for Digital Transformations:How to Improve Service Quality in the RelocationIndustry

University essay from KTH/Industriell Management; KTH/Industriell Management


The purpose of this study was to develop a tool that shows relocation companies

how they should digitally transform their services. The purpose was satisfied by

dividing the research into two studies. Study 1 conducted a qualitative literature

review focusing on the fields of blue ocean strategy and service quality to

develop an analytical tool that could provide relocation companies with a

strategic direction of how to improve service quality through digital

transformation. Study 2 tested the tool of study 1 in the empirical setting of a

relocation company by collecting quantitative customer opinion data from

customer-facing employees covering Europe, Asia and the Americas through

structured interviews and an electronic survey. The findings of this research were

twofold. Study 1 developed a generalizable tool, which helps companies to form

service development strategies through quantitative analysis, called the Service

Quality Canvas. Study 2 validated the use of this tool and formed a service

development strategy for a relocation company that was focused around

replacing human interaction with fast, easy and round the clock exchange of

relocation information.

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