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Family Forest Owners’ Expectations and Perceptions of Service Quality in Timber Transactions in Sweden

Kronholm, Thomas and Staal Wästerlund, Dianne (2021). Family Forest Owners’ Expectations and Perceptions of Service Quality in Timber Transactions in Sweden. Forests. 12 , 1513
[Research article]

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In Sweden, 59% of the annual gross felling takes place in forests owned by family forest owners (FFOs). Forest companies conduct thousands of timber transactions with FFOs each year, and, most often, harvesting services are provided to them as part of the deal. Delivering services that meet the FFOs’ expectations of quality is important for any organization that wants FFOs to be loyal suppliers. The objectives of this study are to clarify FFOs’ service quality expectations in timber transactions, show how well forest companies meet these expectations, and identify factors that may influence FFOs’ quality assessments. Data were collected through a survey sent out to 973 FFOs, with a response rate of 43% (n = 418). The results show that, on average, FFOs perceived that the quality of the services delivered in relation to their latest timber transaction met their expectations on 2 out of 14 quality features: modern equipment (e.g., forest machines) and staff’s courtesy towards the FFO. The study concludes that skilled and service-minded employees are highly important for maintaining good relationships with FFOs and that forest companies may have a lot to gain by improving communication and taking the interests of the FFOs into greater consideration.

Authors/Creators:Kronholm, Thomas and Staal Wästerlund, Dianne
Title:Family Forest Owners’ Expectations and Perceptions of Service Quality in Timber Transactions in Sweden
Series Name/Journal:Forests
Year of publishing :2021
Article number:1513
Number of Pages:14
Publication Type:Research article
Article category:Scientific peer reviewed
Version:Published version
Copyright:Creative Commons: Attribution 4.0
Full Text Status:Public
Subjects:(A) Swedish standard research categories 2011 > 5 Social Sciences > 502 Economics and Business > Business Administration
Keywords:SERVQUAL, non-industrial private forest owners, customer relationship management, forestry services, satisfaction
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Type of IDID
Alternative URL:https://www.mdpi.com/1999-4907/12/11/1513
ID Code:26015
Faculty:S - Faculty of Forest Sciences
Department:(S) > Department of Forest Biomaterials and Technology
(S) > Dept. of Forest Resource Management
(NL, NJ) > Dept. of Forest Resource Management
Deposited By: SLUpub Connector
Deposited On:03 Nov 2021 14:25
Metadata Last Modified:23 Feb 2022 20:31

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