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

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...

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Autores principales:	Thomas Kronholm, Dianne Staal Wästerlund
Formato:	article
Lenguaje:	EN
Publicado:	MDPI AG 2021
Materias:	SERVQUAL non-industrial private forest owners customer relationship management forestry services satisfaction Plant ecology QK900-989
Acceso en línea:	https://doaj.org/article/ee8d90b2864a4c3cbcb70f7a95da8f22
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spelling	oai:doaj.org-article:ee8d90b2864a4c3cbcb70f7a95da8f222021-11-25T17:38:08ZFamily Forest Owners’ Expectations and Perceptions of Service Quality in Timber Transactions in Sweden10.3390/f121115131999-4907https://doaj.org/article/ee8d90b2864a4c3cbcb70f7a95da8f222021-11-01T00:00:00Zhttps://www.mdpi.com/1999-4907/12/11/1513https://doaj.org/toc/1999-4907In 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% (<i>n</i> = 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.Thomas KronholmDianne Staal WästerlundMDPI AGarticleSERVQUALnon-industrial private forest ownerscustomer relationship managementforestry servicessatisfactionPlant ecologyQK900-989ENForests, Vol 12, Iss 1513, p 1513 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	SERVQUAL non-industrial private forest owners customer relationship management forestry services satisfaction Plant ecology QK900-989
spellingShingle	SERVQUAL non-industrial private forest owners customer relationship management forestry services satisfaction Plant ecology QK900-989 Thomas Kronholm Dianne Staal Wästerlund Family Forest Owners’ Expectations and Perceptions of Service Quality in Timber Transactions in Sweden
description	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% (<i>n</i> = 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.
format	article
author	Thomas Kronholm Dianne Staal Wästerlund
author_facet	Thomas Kronholm Dianne Staal Wästerlund
author_sort	Thomas Kronholm
title	Family Forest Owners’ Expectations and Perceptions of Service Quality in Timber Transactions in Sweden
title_short	Family Forest Owners’ Expectations and Perceptions of Service Quality in Timber Transactions in Sweden
title_full	Family Forest Owners’ Expectations and Perceptions of Service Quality in Timber Transactions in Sweden
title_fullStr	Family Forest Owners’ Expectations and Perceptions of Service Quality in Timber Transactions in Sweden
title_full_unstemmed	Family Forest Owners’ Expectations and Perceptions of Service Quality in Timber Transactions in Sweden
title_sort	family forest owners’ expectations and perceptions of service quality in timber transactions in sweden
publisher	MDPI AG
publishDate	2021
url	https://doaj.org/article/ee8d90b2864a4c3cbcb70f7a95da8f22
work_keys_str_mv	AT thomaskronholm familyforestownersexpectationsandperceptionsofservicequalityintimbertransactionsinsweden AT diannestaalwasterlund familyforestownersexpectationsandperceptionsofservicequalityintimbertransactionsinsweden
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Family Forest Owners’ Expectations and Perceptions of Service Quality in Timber Transactions in Sweden

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