Search for dissertations about: "service recovery"

Showing result 1 - 5 of 65 swedish dissertations containing the words service recovery.

  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

  4. 2. Self-Service Recovery : Towards a Framework for Studying Service Recovery in a Self-Service Technology Context from a Management and IT Perspective

    Author : Niklas Johansson; []
    Keywords : NATURVETENSKAP; NATURAL SCIENCES; Information Systems; Informatik;

    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

  5. 3. 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

  6. 4. 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

  7. 5. The role of personligt ombud in supporting the recovery process for people with psychiatric disabilities

    Author : Carolina Klockmo; Sven Uno Marnetoft; Mikael Nordenmark; John Selander; Urban Markström; Mittuniversitetet; []
    Keywords : MEDICIN OCH HÄLSOVETENSKAP; MEDICAL AND HEALTH SCIENCES; case management; psychiatric disabilities; recovery; rehabilitation;

    Abstract : The overall aim was to explore the experiences and knowledge of Personligt Ombud (PO) (a Swedish version of Case Management) and how they relate to the client's recovery as well as their own role of supporting clients in the recovery process. The thesis consists of four original papers (I-IV), and both quantitative and qualitative methods were used. READ MORE