Search for dissertations about: "customer service dissertation"

Showing result 1 - 5 of 44 swedish dissertations containing the words customer service dissertation.

  2. 1. Service in the Airlines : Customer or Competition Oriented?

    Author : Henrik Malver; Colin Armistead; Stockholms universitet; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Organizational culture; service encounter; uneven service; embedded service; destructive knowledge; semiotics; Business studies; Företagsekonomi; Business Administration; företagsekonomi;

    Abstract : This dissertation has two objectives. The first objective is to study an airline's organizational culture and its impact on the provision of service through a semiotic perspective, focusing on competence development, image, and the quality of service provided. READ MORE

  4. 2. Self-Service Recovery

    Author : Niklas Johansson; Anders G. Nilsson; Bo Edvardsson; Sten Carlsson; Jan Lindvall; Karlstads universitet; []
    Keywords : NATURVETENSKAP; NATURAL SCIENCES; Service recovery; self-service technology; self-service recovery; IT-enabler; value creation; Informatics; Informatik; Information Systems; Informatik;

    Abstract : Service recovery is about problems. What happens when customers experience problems? Well, sometimes customers complain to the one responsible for the service. Sometimes customers do not complain but instead tell somebody else about the problem, possibly leading to a bad reputation for the one responsible for the service. READ MORE

  5. 3. 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

  6. 4. Customer Complaint Behaviour in Service

    Author : Bård Tronvoll; Bo Edvardsson; Anders Gustafsson; Robert Johnston; Karlstads universitet; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Customer complaint behaviour; complaint; dynamic; process; Business studies; Företagsekonomi; Business Administration; Företagsekonomi;

    Abstract : It is vital for every service provider to get feedback from its customers. This is especially important when a customer has perceived an unfavourable service experience. One way to receive feedback from these customers is to encourage and make it easy for them to complain. READ MORE

  7. 5. The Customer's Role in New Service Development

    Author : Bodil Sandén; Anders Gustafsson; Bo Edvardsson; Lars Witell; Bernd Stauss; Karlstads universitet; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; New Service Development; Service Innovation; New Product Development; Customer Involvement; User Involvement; Market Research; Market Orientation; Business studies; Företagsekonomi; Business Administration; Företagsekonomi;

    Abstract : Given today’s industry dynamics, new service development is becoming increasingly important to the competitiveness, growth, and survival of organizations. Unfortunately, new service development has proven to be a complex and difficult task. READ MORE