Search for dissertations about: "Impact of customer service on customer satisfaction"

Showing result 1 - 5 of 8 swedish dissertations containing the words Impact of customer service on customer satisfaction.

2. 1. Customer-to-customer roles and impacts in service encounters

   Author : Linda Lee; Esmail Salehi-Sangari; Ian P McCarthy; Gerard Prendergast; KTH; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Service encounters; group service encounters; customer-to-customer interaction; customer cohort climates; other customers; service operations; online reviews; Industriell ekonomi och organisation; Industrial Engineering and Management;

   Abstract : This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. READ MORE

4. 2. 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

5. 3. Are you really listening to what your customers are saying? Making use of customer feedback in the era of servitization and digitalization

   Author : Andrea Birch-Jensen; Chalmers tekniska högskola; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; capabilities; servitization; customer satisfaction; service improvements; customer feedback; digitalization;

   Abstract : As digitalization and servitization are transforming the customer offering, and as customers’ wishes and needs are growing increasingly complex, the processes related to understanding how customers perceive the offering need to adapt accordingly. Thus, the customer feedback channels and content are impacted, creating challenges and opportunities for firms in both service and manufacturing industries. READ MORE

6. 4. Satisfaction with Public Transport Trips

   Author : Roberto Fernandez Abenoza; Yusak Octavius Susilo; Oded Cats; Sigal Kaplan; KTH; []
   Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; customer satisfaction; public transport; three-factor theory; accessibility; built-environment; weather; door-to-door trips; firs and last-mile; market segmentation; geographical variations; service quality; safety perceptions; temporal variations; Transportvetenskap; Transport Science;

   Abstract : Continuous urban growth, environmental issues, competition for limited space, longer commuting distances as well as the need to promote equity and equality in society are the primary reasons that make the improvement of public transport (PT) services a key policy area in many countries across the globe. Travel satisfaction measures the perceived quality of the PT service and it is an important aspect that operators and PT authorities need to consider when improving the service offered. READ MORE

7. 5. Satisfaction with public transport services

   Author : Margareta Friman; Karlstads universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Perceived service quality; Consumer satisfaction; Negative critical incidents; Public transport; Psykologi; Psychology;

   Abstract : Satisfaction is assumed to be an important cause of attitude change by acting as a mediator between preexposure and postexposure attitudes. A number of factors account for whether one is satisfied or not with a specific performance. One factor is expectations, another one performance, and a third factor disconfirmation of expectations. READ MORE