Sökning: "Customer defection"
Hittade 5 uppsatser innehållade orden Customer defection.
1. Customer Defection and Value in Business-to-Business Relationships
Kandidat-uppsats, Linnéuniversitetet/Institutionen för marknadsföring (MF)Sammanfattning : In order for firms to be able to compete on the market, it is of importance for them to create value for their customers. Value is not only the outcome from providing the customer with a product of high quality, since value co-creation can occur when firms interact with their customers and create strong relationships with them. LÄS MER
2. Communication in Complaint Handling
Master-uppsats, IT-universitetet i Göteborg/Tillämpad informationsteknologiSammanfattning : Due to the importance of understanding what circumstances make customer complaint handling successful and how to achieve an effective result; this thesis aims to study the communication failure in the responses given by Swedish telecom companies’ customer service to consumer complaints, and post-complaint consumers’ reactions to those complaint responses through emotions and behavioural intentions. Since previous research about complaint management did not put much focus on communication role as well as on post-complaint consumers’ responses to organizational complaint handling, this study, based on the analysis of authentic customers’ complaint experience with Swedish telecom, incorporates the interactional dimension into the existing models of cognitive and affective antecedents of satisfaction with complaint handling. LÄS MER
3. A CASE STUDY INVESTIGATING IN CUSTOMER DEFECTION
Master-uppsats, Företagsekonomiska institutionenSammanfattning : This master’s thesis investigates the Swedish American Chamber of Commerce (SACC) in Chicago, a non-profit organization, in order to aid it with customer defection. The chosen literature contributes to a better understanding of customer behavior, and thus, customer defection, by examining customer retention, customer defection, switching behaviors, and different gaps that can occur in the relationship between a service supplier and its customers. LÄS MER
4. Retention of the restaurants’ customers
Magister-uppsats, Institutionen för humaniora och samhällsvetenskapSammanfattning : Aim of this paper is to describe and analyze why customers come back to the restaurants, what influence their decisions. During the research we formulate 2 hypotheses. Hypotheses 1 – most reasons of the restaurants’ customers retention can be associated with restaurants’ service elements adapted from the 8Ps of Service Marketing Model. LÄS MER
5. Approaches of Aftermarket Services for Successful Customer Relations : A Study of Volvo Trucks de México S.A. de C.V.
Master-uppsats, KTH/Industriell ekonomi och organisationSammanfattning : It has for many businesses, especially on competitive markets, become fundamental to offer augmented services around the core product, with the aim of building lasting and mutually beneficial relationships with the customers. The author of this thesis has investigated such services offered on the Mexican truck aftermarket. LÄS MER