Sökning: "Nathalie Kron"

Hittade 1 uppsats innehållade orden Nathalie Kron.

  1. 1. Reaching the Service Recovery Paradox : Using the Anchoring Effect to Reduce Required Monetary Compensation

    Kandidat-uppsats, Högskolan i Gävle/Avdelningen för ekonomi

    Författare :Jesper Björkman; Nathalie Kron; [2022]
    Nyckelord :service failure; service recovery; service recovery paradox SRP ; anchoring effect; cognitive bias;

    Sammanfattning : Aim: When service failures occur, companies must use service recovery actions to recover customer satisfaction. The service recovery paradox refers to the paradox which occurs when a customer is more satisfied after successful service recovery, than they would have been if no failure had occurred. LÄS MER