Convenient Consumption in a Platform Economy: A Qualitative Study on Service Convenience and Community Platforms
(2019) BUSN39 20191Department of Business Administration
- Abstract
- Thesis purpose: This study aims to explore how community platforms for services
can be integrated and used in the customer journey in order to
enhance consumers’ perception of convenience.
Methodology: Due to the study’s explorative nature, the study utilised a
qualitative method conducted in the context of the Swedish
furniture retailer IKEA.
Theoretical perspective: The thesis was based on prior research covering platforms, customer journeys, and service convenience.
Empirical data: The empirical collection took departure in semi-structured
interviews with customers and a representative from IKEA,
knowledgeable in the customer experience on the Swedish
market. The findings were then followed up and further explored
... (More) - Thesis purpose: This study aims to explore how community platforms for services
can be integrated and used in the customer journey in order to
enhance consumers’ perception of convenience.
Methodology: Due to the study’s explorative nature, the study utilised a
qualitative method conducted in the context of the Swedish
furniture retailer IKEA.
Theoretical perspective: The thesis was based on prior research covering platforms, customer journeys, and service convenience.
Empirical data: The empirical collection took departure in semi-structured
interviews with customers and a representative from IKEA,
knowledgeable in the customer experience on the Swedish
market. The findings were then followed up and further explored
through focus groups.
Conclusion: Findings from the study revealed consumers to perceive
inconvenience when their need of independence or control had
been violated. Through collaboration with community platforms,
IKEA can offer customers greater flexibility in home deliveries
and thus allowing the customers to gain increased control.
Throughout the research, concern for the environment was
expressed and positive attitudes towards a community service for
recycling of broken furniture were also made evident. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/8989371
- author
- Kibe, Gustav LU and Sondén Karestrand, Leo LU
- supervisor
-
- Jens Hultman LU
- organization
- course
- BUSN39 20191
- year
- 2019
- type
- H1 - Master's Degree (One Year)
- subject
- keywords
- Community Platforms, Convenience, Customer Journey, Customer Experience, Retail
- language
- English
- id
- 8989371
- date added to LUP
- 2019-09-25 15:48:30
- date last changed
- 2019-09-25 15:48:30
@misc{8989371,
abstract = {{Thesis purpose: This study aims to explore how community platforms for services
can be integrated and used in the customer journey in order to
enhance consumers’ perception of convenience.
Methodology: Due to the study’s explorative nature, the study utilised a
qualitative method conducted in the context of the Swedish
furniture retailer IKEA.
Theoretical perspective: The thesis was based on prior research covering platforms, customer journeys, and service convenience.
Empirical data: The empirical collection took departure in semi-structured
interviews with customers and a representative from IKEA,
knowledgeable in the customer experience on the Swedish
market. The findings were then followed up and further explored
through focus groups.
Conclusion: Findings from the study revealed consumers to perceive
inconvenience when their need of independence or control had
been violated. Through collaboration with community platforms,
IKEA can offer customers greater flexibility in home deliveries
and thus allowing the customers to gain increased control.
Throughout the research, concern for the environment was
expressed and positive attitudes towards a community service for
recycling of broken furniture were also made evident.}},
author = {{Kibe, Gustav and Sondén Karestrand, Leo}},
language = {{eng}},
note = {{Student Paper}},
title = {{Convenient Consumption in a Platform Economy: A Qualitative Study on Service Convenience and Community Platforms}},
year = {{2019}},
}