Search for dissertations about: "THE IMPACT OF QUALITY SERVICE ON CUSTOMER RETENTION"

Found 1 swedish dissertation containing the words THE IMPACT OF QUALITY SERVICE ON CUSTOMER RETENTION.

  2. 1. The Role of Service Guarantees in Managing Services

    Author : Sara Björlin Lidén; Bo Edvardsson; Robert Johnston; Karlstads universitet; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Service Guarantee; Service Recovery; Service Development; Service Management; Mystery Shopping; Focus Group Interview; Public Transport; Business studies; Företagsekonomi; Business Administration; Företagsekonomi;

    Abstract : Service guarantees have been argued to have many roles in managing services, for instance signal service quality, attract new customers, increase satisfaction and retention, and to differentiate the company from its competitors. Despite a growing interest from service organizations, research on service guarantees has been surprisingly scarce. READ MORE