Sökning: "Banks’ Counteractions against Customers’ Online Criticism"

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  1. 1. Banks' Counteractions against Customers' Online Criticism

    Kandidat-uppsats, Mälardalens högskola/Akademin för hållbar samhälls- och teknikutveckling; Mälardalens högskola/Akademin för hållbar samhälls- och teknikutveckling

    Författare :Johanna Russo; Sara Pierre; [2012]
    Nyckelord :Bank; customer behavior; social media; dissatisfaction; online complaints; e-WOM; sCRM;

    Sammanfattning : Abstract Title:             Banks’ Counteractions against Customers’ Online CriticismDate:             June 5, 2012Institution:   School of sustainable development of society and technology, Mälardalen UniversityLevel:           Bachelor thesis in business administration, 15 ECTSAuthors:       Sara Pierre and Johanna Russo               Tutor:           Carl G. ThunmanKeywords:   Banks, social media, dissatisfaction, complaints, customer behavior, sCRM, and e-WOMPurpose:       The purpose of this thesis is to describe and analyze how, where and why customers criticize the banking sector through online platforms, how the banks choose to defend themselves and counter this criticism, and to what extent these complaints may proliferate if not dealt with. LÄS MER