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Stockholms Lokaltrafik, SL: kundinvolvering i trygghetspolicyn
Södertörn University College, School of Business Studies.
Södertörn University College, School of Business Studies.
2007 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 points / 15 hpStudent thesis
Abstract [en]

Society has seen a tremendous increase in threats, violence and especially unprovoked violence perpetrated by youths. Violence and more seriously unprovoked violence has become a major problem for many service corporations as it gives them bad image and reputation. Corporate Social Responsibility CSR encourages many companies to engage in social activities as they realize that the company is part of the society and the environment. What affects society may sooner or later affect the corporate. For any business to prosper and create a long-term relationship with its customers, it needs a safe environment both for the customers and staff.

Feedback from customers and staff is survival and these two (customer and staff) are the most vital assets any firm could have. Their knowledge is vital to success for any firm despite direction. If corporate objective is to be possible and achievable, customer and staff involvement must be implemented in corporate strategy.

The aim of this essay is to examine the following problems and to find answers to them and where there is no answer we seek to find out why. Within the public transportation, and specifically the Stockholm Tube (Underground) as the theme of the essay we direct our attention to threats and violence within the Tube,

• How secure are the customers as well as personnel within Connex Tunnelbana AB and SL? (The Stockholm Tube or Underground)

• What business strategies have Connex respective SL in order to create a safer environment for both its customers and personnel?

• To which extent are SL/Connex customers involved in formulating and adapting a safety policy?

The research method being applied was survey research on a large scale but limited group with the help of e.g. questionnaire and interviews. Interviews were directed to some corporate leaders and staff within SL whiles questionnaires were directed to the customers.

The outcome and conclusion was that customer and staff involvement none existed within SL´s safety policy making decision. Gathering of customer knowledge was expected during the research, unfortunately that was also lacking. Customer feedback into safety decision making has been looked into and found to be very low within SL.

More striking was the fact that even corporate leaders within SL were more or less unaware of the lack of customer and staff involvement in the safety policy making decision. Finally, customer and staff involvement safety decision making has not been a high priority within SL.

Place, publisher, year, edition, pages
Huddinge: Institutionen för ekonomi och företagande , 2007. , 45 p.
Keyword [sv]
Involvement Theory, Kundivolvering
National Category
Business Administration
Identifiers
URN: urn:nbn:se:sh:diva-1077OAI: oai:DiVA.org:sh-1077DiVA: diva2:15127
Uppsok
samhälle/juridik
Supervisors
Examiners
Available from: 2007-02-19 Created: 2007-02-19

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fulltext(188 kB)990 downloads
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760d723e1043b6c3bf689a8816fa92e2652484b7eb45b1d8b3ed23bbc5f4fef37b028084
Type fulltextMimetype application/pdf

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CiteExportLink to record
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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf