Maria Eriksson

Universitetslektor|Senior Lecturer

Everything can be improved for the better...

Maria is working as a lecturer with teaching and research within Quality Technology and Management. She holds a doctoral degree and years of practical experience of working with quality development within manufacturing industry.

Many years ago the interest in the field of quality began when working with manufacturing and later business and quality development at a Ericsson Telecom factory. Today she has the opportunity to work with matters of quality on a daily basis both as a teacher and in research at the university. Studying and teaching about companies succeeding in creating high levels of customer value, excellent economic results and healty co-workers.


Maria finished all of the courses within Quality Technology & Management within her bachelor during 2002-2005 at Mid Sweden University. After that she has been working as a teacher within the subject.

Later, deciding to continue studying at advanced level finishing my PhD in 2017. During some years she studied how entreprenurs created customer value when delivering a commercial experience. Also asking the customer about their needs and expectations of the experience.

Area of interest

In her spare time she enjoy's the mountains and the outdoors as much as possible. Skiing, hiking, kayaking, sledding and just sitting with a cup of tea around the fire is a great pleasure.


At the moment she has a curiosity of Appreciative Inquiry, (AI), where strenght basesd questions are at focus both in education and research projects.

Sustainability is aslo in focus when working in the research project SMICE.

In addition, areas of research are continously improvments, value based leadership, strength based learning, customer value, customer satisfaction, co-creation, methods for creating attractive quality and enhancing customer emotions by storytelling.

Teaching and tutoring

Maria teaches students in the Risk- and Crisis candidate program, focusing on planning processees to prevent and handle crisis along with systematic improvement of processes dealing with issues of security and potential risks.

She tutors students when writing their thesis in the Quality Management and Leadership master program of 60 credits and teaches in several of the quality courses for the engineering programmes and in the wide range of separate courses.

Other information

Is working at Campus Östersund in House Q, room Q105b


Articles in journals

Eriksson, M. , Eriksson, T. & Jonsson, E. (2023). Conflicting factors when implementing a statutory quality management system within the public sector: a study in Sweden. The TQM Journal,  

Eriksson, M. , Bäckström, I. , Ingelsson, P. & Åslund, A. (2018). Measuring customer value in commercial experiences. Total Quality Management and Business Excellence, vol. 29: 5-6, pp. 618-632.  

Eriksson, M. & Ingelsson, P. (2016). Building an organizational culture when delivering commercial experiences – the leaders’ perspective. International Journal of Quality and Service Sciences, vol. 8: 2, pp. 229-244.  

Ingelsson, P. , Eriksson, M. & Lilja, J. (2012). Can selecting the right values help TQM implementation? : A case study about organisational homogeneity at the Walt Disney Company. Total Quality Management and Business Excellence, vol. 23: 1, pp. 1-11.    

Lilja, J. , Eriksson, M. & Ingelsson, P. (2010). Commercial experiences from a customer perspective elaborated, defined and distinguished. The TQM Journal, vol. 22: 3, pp. 285-292.  

Conference papers

Östberg, L. & Eriksson, M. (2023). Collaborative improvement as driver for excellence – findings from a systematic literature review. In 26th Excellence in Services International Conference (31 August – 1 September 2023, University of West Scotland, Paisley) : Conference Proceedings.  

Eriksson, M. & Hedlund, C. (2022). Preventative activities in public services : a study of Skolfam. In 25th EISIC conference proceeding.  

Åslund, A. , Eriksson, M. & Bäckström, I. (2019). A complementary Quality Management value to support sustainable development. Paper presented at the The 22nd QMOD conference at Krakow, Poland, October 13-15, 2019.  

Lilja, J. & Eriksson, M. (2010). From problem to Attraction Detection Study (ADS) : towards a new methodology for quality practice. In Electronic Proceedings. Cottbus, Germany :

Eriksson, M. & Wiklund, H. (2010). Towards Attractive Experiences. In 13th QMOD conference in Cottbus, Germany, 2010, 30/8-1/9.  

Eriksson, M. , Ingelsson, P. & Lilja, J. (2007). Achieving shared values : Learning from Disney.

Lilja, J. , Eriksson, M. & Ingelsson, P. (2007). Commercial experiences from a customer perspective : Elaborated, defined and distinguished. In Proceedings of the 10th International Conference on Quality Management for Organisational and Regional Development, Lund 18-20/6 2007. Lund : (Linköping Electronic Conference Proceedings)

Doctoral theses

Eriksson, M. (2017). Customer value in commercial experiences : Expecting the unexpected. Dis. (Comprehensive summary) Sundsvall : Mid Sweden University, 2017 (Mid Sweden University doctoral thesis : 262)  

Licentiate theses, comprehensive summaries

Eriksson, M. (2009). Creating customer value in commercial experiences. Lic. (Comprehensive summary) Sundsvall : Kopieringen, 2009 (Mid Sweden University licentiate thesis : 39)  


Hedlund, C. & Eriksson, M. (2021). En omställning till en än mer preventiv och hälsofrämjande kommunal verksamhet : Rapport från en förstudie av Skolfam-verksamheten i Härnösands kommun. Mittuniversitetet  

The page was updated 5/7/2021