Two year with a focus on customer experience

The research profile The New Service Economy Plus started 2011 and was completed this spring. It is a continuation of a previous research profile within the same area and is financed by Knowledge Foundation, Karlstad University and partner companies.

- CTF has a long tradition of collaborating and co-producing with companies and organizations. The basic idea is for us to achieve excellence in research and for our partners to achieve excellence in business, says Martin Löfgren, Associate Professor and head of the profile.

The aim of the research profile has been to gain a deeper understanding of customer experiences from different perspectives and to build new theory based on service research and consumer behavior. The research was conducted in five work packages in cooperation with Ikea,TeliaSonera, Veryday and Tobii Technology. The researchers studied various aspects of customer experience-including customer support, self-service, customer involvement in development processes and customer decision making.

-Together with the participating companies we have generated new knowledge within customer experiences which will strengthen CTFs position as an internationally competitive research environment. At the same time it will contribute to sustainable and innovative activities in companies, says Martin Löfgren.