Sökning: "Amelie Claesson"

Hittade 1 uppsats innehållade orden Amelie Claesson.

  1. 1. Service Quality Dimensions in an Online Context : -A Perspective Comparison of Service Recovery

    Kandidat-uppsats, Ekonomihögskolan, ELNU

    Författare :Josefine Persson; Amelie Claesson; [2012]
    Nyckelord :Service quality; service recovery; customer expectations; customer satisfaction; customer preferences; customer relationships; E-S-Qual; E-RecS-Qual; brand image; word of mouth;

    Sammanfattning : Service quality and service recovery has been found to play a significant role in customer satisfaction and future purchase intentions. Many studies have been conducted on how to manage either the company perspective or customer perspective of these two concepts. LÄS MER