Framtida forskning

Det har under studiens arbetsgång erhållits en djupare förståelse för hur tjänsteutveckling sker genom kundinvolvering. Däremot har det dock endast tagits hänsyn till hur detta sker i praktiken ur ett företagsperspektiv. Med anledning av att det framkom att kundinvolvering är en grundläggande faktor för tjänsteutveckling, är det därför av intresse att undersöka kundens motivationskrafter. Detta genom att ur ett kundperspektiv lyfta fram vad det är som faktiskt motiverar kunden till att involvera sig i en tjänsteutvecklingsprocess. Det skulle följaktligen kunna bidra med att företag kan bilda sig en uppfattning om vad de ska arbeta mer med, samt vad de ska arbeta mindre med.

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Bilaga 1 - Intervjufrågor

Bakgrundsinformation

• Vad heter du?

• Vad är din befattning i företaget?

• Antal år i den befattningen?

• Antal år i företaget?

• Har du haft andra befattningar inom företaget?

• Vad erbjuder företaget för produkter/tjänster?

• Vad är företagets affärsidé och vision?

• Antal anställda?

Tjänsteutveckling

• När du säger att företaget erbjuder försäkringar, anser du att det är produkter eller tjänster?

• Ser du någon skillnad på att utveckla produkter eller tjänster?

• Hur ser företagets tjänsteutvecklingsprocess ut?

• När företaget arbetar med utveckling av produkter/tjänster, hur många och vilka är involverade?

• Vad anser du är den viktigaste delen inom utveckling av tjänster?

• Hur fick företaget information till utvecklingsarbetet?

• Har företaget några aktuella utvecklingsprojekt för tillfället?

Kundinvolvering

• Vad är syftet med att involvera kunder i företaget?

• Vad kan kunden bidra med i utvecklingen?

• När involverar företaget kunder i tjänsteutvecklingen?

• Hur ser interaktionen ut med kunder idag?

• Anser du att det finns metoder som är bättre eller sämre?

• Vad betyder klagomål för företaget?