Search for dissertations about: "customer proactivity"

Found 2 swedish dissertations containing the words customer proactivity.

2. 1. Proactivity in Service Failure and Service Recovery

   Author : Jasenko Arsenovic; Bo Edvardsson; Bård Tronvoll; Magnus Söderlund; Karlstads universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; service failure; service recovery; complaint management; customer proactivity; employee proactivity; collaboration; customer responses; Business Administration; Företagsekonomi;

   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

4. 2. Exploring Proactive Market Strategies : How Proactivity Shapes Value-Creation

   Author : Harald Brege; Daniel Kindström; Johan Holtström; David Sjödin; Linköpings universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES;

   Abstract : In discussions of firm strategy, proactivity is often mentioned as an enabler of effective goal accomplishment and high performance. However, it is rarely explained what, more precisely, being more proactive actually entails, or even indeed defined what is meant by the term ‘proactivity’ in this particular context. READ MORE