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Lars Nilsson(Lars Nilsson ) 세종대학교 경제통합연구소 2022 Journal of Economic Integration Vol.37 No.4
This study examines the uptake of trade preferences under the EU-Canada Comprehensive Economic and Trade Agreement and the EU-Korea Free Trade Agreement during their respective first 21 months of application. The research analyzes the impact of time on the preference utilization rate of EU imports from Canada and Korea and EU exports to the two countries. The findings shed light on how EU member states perform vis-à-vis each trade partner and whether certain product groups appear more successful than others in terms of using trade preferences. The study further analyzes the potential effects of learning how to use preferences over time. Finally, the study argues that firm-pair transaction level data is necessary for discerning more conclusive answers regarding why trade preferences are (not) used. The results point to that lack of knowledge and awareness is the most plausible reason to a low use of trade preferences in the early days of an agreement. To increase preference utilization rates in the beginning as well as later during agreement implementation, continuous information campaigns appear to be essential, not least since importing and exporting firms change over time.
Identifying Satisfiers and Dissatisfiers in the Service Encounter
Bo, Edvardsson,Lars, Nilsson-Witell The Korean Society for Quality Management 2005 The Asian Journal on Quality Vol.6 No.1
Service attributes are important for customer perceptions of service quality. However, in spite of huge amount of research, the role of service attributes as satisfiers and dissatisfiers in service encounters is not understood well enough. An empirical investigation is conducted concerning a problem resolution service in the telecommunication industry. We use both qualitative and quantitative service performance data to describe and analyze how critical incidents can be used to identify and understand which service attributes are perceived as satisfiers and dissatisfiers. Our study reveals that there is a subset of critical incidents, so called critically critical incidents, which are perceived differently and are different in content compared to critical incidents. These incidents are extremely rich of information and have the possibility to reveal the real satisfiers and dissatisfiers in a service encounter.
Using Kano's Theory of Attractive Quality to Better Understand Customer Experiences with E-Services
Fundin, Anders,Nilsson, Lars 한국품질경영학회 2003 The Asian Journal on Quality Vol.4 No.2
The interest in on-line services has increased during the last couple of years and there are now several models developed to better understand how customers evaluate e-service quality. In this empirical study we combine the use of the theories of attractive quality and technology readiness so as to explain customer experiences of e-services. A survey was conducted with 188 students an three universities in Sweden, asking how they assess an e-service that enables one to reserve and buy cinema tickets on-line. The main contribution of the study is its provision of evidence on how to interpret and improve customer satisfaction when designing e-services. Our belief is that an organization can gain a clearer grasp of how customer satisfaction is created with an e-service by taking into account customers' experiences with new technology.
The Use of Preferences under the EU - Korea FTA
Michał Gulczyń,ski,Lars Nilsson 한국무역학회 2019 Journal of Korea trade Vol.23 No.5
Purpose - This paper describes the use of trade preferences under the EU-Korea free trade agreement (FTA) and empirically examines potential reasons for the less than full use, using data on daily EU imports from Korea at the product level. Design/methodology - We employ a probit model to analyse the relationship between the use of trade preferences on the one hand and variables such as potential duty savings, rules of origin and the characteristics of the good traded (intermediate input or final product) on the other. Findings - The paper finds that EU imports from Korea make good use of trade preferences with an overall preference utilisation rate of close to 90% in 2016, which is up from about 80% in 2012. It further shows that potential duty savings influence preference utilisation positively and that more than one quarter of the observations in our sample made use of preferences under EU-Korea FTA in 2012, despite duty savings standing at ??10 or less. Originality/value - The finding that a non-negligible share of observations use preferences even when the duty savings are low has not yet figured in the literature. We further show how preference utilisation rates differ by importing EU Member State and by section of the Harmonised System and estimate the marginal impact of an increase in potential duty savings on the preference utilisation rate by broad product group, which is novel.