Search for dissertations about: "service failure"
Showing result 1 - 5 of 162 swedish dissertations containing the words service failure.
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1. 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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2. Self-Service Recovery
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
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3. The Role of Service Guarantees in Managing Services
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
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4. Self-Service Recovery : Towards a Framework for Studying Service Recovery in a Self-Service Technology Context from a Management and IT Perspective
Abstract : The infusion of information technology (IT) into the service industry has been apparent in many respects. Positive aspects, such as greater flexibility, shorter lead-times and the improved use of resources, belong to the advantages gained by infusing IT into services. However, there are some negative aspects as well. READ MORE
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5. Service reliability and maintainability
Abstract : Today, the perspective of business is shifting from a focus on physical products to service production delivered as functional products, often referred to as total care products. This thesis is concerned with the provision of functional products, that is, products that include both hardware and services. READ MORE