Sökning: "Niclas Dellham"

Hittade 1 uppsats innehållade orden Niclas Dellham.

  1. 1. An Empirical Model of Customer Relationships and Value Creation In a Service Industry

    D-uppsats, Handelshögskolan i Stockholm/Institutionen för redovisning och finansiering

    Författare :Markus Andersson; Niclas Dellham; [2006]
    Nyckelord :Value Creation; Service Profit Chain; Customer Satisfaction;

    Sammanfattning : This paper presents a model in which measures of customer and employee satisfaction, as well as other measures, are inserted into a model of the value creation process of a service company in order to better understand their relevance in business. The model is supported using theory, starting in the Service Profit Chain theory from Heskett et al. LÄS MER