Advanced search

Found 1 swedish dissertation matching the above criteria.

2. 1. 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