Advanced

En upplevelse olik någon annans. Att uppnå hög kundtillfredsställelse med krav på att leverera upplevelser åt alla – en fallstudie på Liseberg AB.

Kjellin, Viktor and Leifland, Fredrik (2017) MIO920
Production Management
Abstract
Title: An experience unlike any other’s. To achieve great customer
satisfaction with obligations to deliver experiences for all – a case
study on Liseberg amusement park.
Authors: Viktor Kjellin, Industrial Engineering and Management
’09, LTH; Fredrik Leifland, Industrial Engineering and
Management ’09, LTH
Supervisor: Ingela Elofsson, Department of Industrial Management
and Logistics, Production Management, Faculty of Engineering,
Lund University
Purpose: The purpose of this Master’s thesis is to describe and
analyze how a company’s allocation of assets and resources can be
managed to produce and mediate its value proposition in a way that
yields a high level of customer satisfaction.
With a theoretical framework to help... (More)
Title: An experience unlike any other’s. To achieve great customer
satisfaction with obligations to deliver experiences for all – a case
study on Liseberg amusement park.
Authors: Viktor Kjellin, Industrial Engineering and Management
’09, LTH; Fredrik Leifland, Industrial Engineering and
Management ’09, LTH
Supervisor: Ingela Elofsson, Department of Industrial Management
and Logistics, Production Management, Faculty of Engineering,
Lund University
Purpose: The purpose of this Master’s thesis is to describe and
analyze how a company’s allocation of assets and resources can be
managed to produce and mediate its value proposition in a way that
yields a high level of customer satisfaction.
With a theoretical framework to help answer questions about what to
deliver to whom, and how to execute this when the product is an
experience, this master thesis has described and analyzed how an
amusement park with special preconditions can yield high customer
satisfaction. The work has been based on quantitative data of current
levels of customer satisfaction to crystallize areas of extra challenges
which were then closer studied using qualitative methods such as
interviews and observations. The takeaways are to harness the parks often
broad offering to present an overall high quality experience. A crucial
notice is to always keep in remembrance that the individual customer’s
preconditions and expectations is the key to that specific customer’s, and
ultimately all customers’, satisfaction. (Less)
Please use this url to cite or link to this publication:
author
Kjellin, Viktor and Leifland, Fredrik
supervisor
organization
course
MIO920
year
type
M1 - University Diploma
subject
keywords
Leisure consumption, customer value proposition, customer satisfaction, core product, market segmentation, Amusement park
other publication id
17/5565
language
Swedish
id
8903187
date added to LUP
2017-02-14 16:02:10
date last changed
2017-02-14 16:02:10
@misc{8903187,
  abstract     = {Title: An experience unlike any other’s. To achieve great customer
satisfaction with obligations to deliver experiences for all – a case
study on Liseberg amusement park.
Authors: Viktor Kjellin, Industrial Engineering and Management
’09, LTH; Fredrik Leifland, Industrial Engineering and
Management ’09, LTH
Supervisor: Ingela Elofsson, Department of Industrial Management
and Logistics, Production Management, Faculty of Engineering,
Lund University
Purpose: The purpose of this Master’s thesis is to describe and
analyze how a company’s allocation of assets and resources can be
managed to produce and mediate its value proposition in a way that
yields a high level of customer satisfaction.
With a theoretical framework to help answer questions about what to
deliver to whom, and how to execute this when the product is an
experience, this master thesis has described and analyzed how an
amusement park with special preconditions can yield high customer
satisfaction. The work has been based on quantitative data of current
levels of customer satisfaction to crystallize areas of extra challenges
which were then closer studied using qualitative methods such as
interviews and observations. The takeaways are to harness the parks often
broad offering to present an overall high quality experience. A crucial
notice is to always keep in remembrance that the individual customer’s
preconditions and expectations is the key to that specific customer’s, and
ultimately all customers’, satisfaction.},
  author       = {Kjellin, Viktor and Leifland, Fredrik},
  keyword      = {Leisure consumption,customer value proposition,customer satisfaction,core product,market segmentation,Amusement park},
  language     = {swe},
  note         = {Student Paper},
  title        = {En upplevelse olik någon annans. Att uppnå hög kundtillfredsställelse med krav på att leverera upplevelser åt alla – en fallstudie på Liseberg AB.},
  year         = {2017},
}