Search for dissertations about: "customer responses"

Showing result 1 - 5 of 23 swedish dissertations containing the words customer responses.

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. A mobile bank application loyalty model : The young bank customer perspective

   Author : Mustafa Nourallah; Peter Öhman; Pejvak Oghazi; Mittuniversitetet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; loyalty antecedents; usability; service quality; customer satisfaction; loyalty; consequences of loyalty; young bank customers; mobile bank applications; Sweden.;

   Abstract : This thesis investigates young bank customer (YBC) perceptions of loyalty in the context of mobile bank applications (MBAs), including loyalty antecedents and the consequences of loyalty. A first study investigates the relationships between cognitive, affective, and conative antecedents, on one hand, and loyalty, on the other. READ MORE

5. 3. Service management in housing refurbishment : satisfying the ultimate customer

   Author : Mats G. Holm; KTH; []
   Keywords : ;

   Abstract : It is unusual to find that housing refurbishment projectshave been undertaken with a clear focus on customer orientationdirected towards the tenants, or owners of co-operative flatsor condominiums. Only recently have researchers in constructionmanagement begun to look closer at the relationship betweencontractors and customers. READ MORE

6. 4. Modelling the Structural Dynamics of Business Networks : Two Agent-based Models of Supply Networks

   Author : Sara Shahin Moghadam; Frans Prenkert; Franziska Klügl; Magnus Hansson; Davide Secchi; Örebro universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Business networks; dynamics; Agent-based modelling; structural change; responses; interactions; complex adaptive systems;

   Abstract : This thesis aims at describing and analysing the structural changes of business networks that emerge as a result of change triggers. Despite previous studies, our understanding of the evolution of the network structure and its influencing factors is still limited. READ MORE

7. 5. Last-mile delivery services in retail : a consumer-centric approach

   Author : John Olsson; Förpackningslogistik; []
   Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Unattended home delivery; customer experience; customer expectations; circular business model innovation;

   Abstract : The retail industry faces a multitude of complex sustainability challenges, which calls for transformational change. While the retail industry is a major driver of production and consumption patterns, it also offers significant potential to reduce global greenhouse gas emissions. READ MORE