Search for dissertations about: "Customer complaint"
Found 3 swedish dissertations containing the words Customer complaint.
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1. Customer Complaint Behaviour in Service
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
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2. Proactivity in Service Failure and Service Recovery
Abstract : Although service failure and service recovery have been extensively researched, service employees struggle to recover an increasing number of customer complaints. The overall aim of this thesis is to explain the role of customer and employee proactivity in service failure and service recovery. READ MORE
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3. Persistent Digital Service Encounters : Challenges of organizational use of social media in a hotel chain
Abstract : The emergence of social media has in many ways changed how individuals interact, communicate and also consume online. Due to the massive, world wide use of social media, organizations are starting to use social media in order to be present where their customers are. READ MORE