Sökning: "Nina Dijnér"

Hittade 1 uppsats innehållade orden Nina Dijnér.

  1. 1. Service Recovery Paradox: A quantitative research concerning customer post-recovery satisfaction in the service sector

    Kandidat-uppsats, Linnéuniversitetet/Institutionen för marknadsföring (MF)

    Författare :Jennifer Claesson; Nina Dijnér; [2017]
    Nyckelord :customer satisfaction; service failure; service recovery; service recovery paradox;

    Sammanfattning : The phenomena when customers perceive a service as better after a failure and the following recovery process has occurred is called service recovery paradox. In the case of the paradox, customers are more satisfied post-recovery in comparison to if the failure would not have occurred. LÄS MER