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

   Kandidat-uppsats, 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 Criticism Date:             June 5, 2012 Institution:   School of sustainable development of society and technology, Mälardalen University Level:           Bachelor thesis in business administration, 15 ECTS Authors:       Sara Pierre and Johanna Russo                Tutor:           Carl G. Thunman Keywords:   Banks, social media, dissatisfaction, complaints, customer behavior, sCRM, and e-WOM Purpose:       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