Sökning: "customer complaining behaviour"

Hittade 2 uppsatser innehållade orden customer complaining behaviour.

1. 1. How an open and encouraging approach to customer complaints can reduce churn - An experimental study focused on customer interactions in SaaS companies followed a service failure

   Kandidat-uppsats, Lunds universitet/Företagsekonomiska institutionen

   Författare :Tobias Jönsson; Gabriel Jönsson; Elias Nilsson; [2022]
   Nyckelord :Software as a service; Churn; Customer complaint; Customer complaint behaviour; Dissatisfaction; Negative word-of-mouth; Repurchase intentions; Service failure; Business and Economics;

   Sammanfattning : Purpose: This thesis mainly aims to investigate how an open and encouraging approach to customer complaints can affect churn in software as a service companies. This by examining how the approach affects the presentation of complaints, dissatisfaction, negative word-of-mouth and customers repurchase intention followed by a service failure. LÄS MER

3. 2. How Customer Support Service works for small companies in hospitality industry in Sweden? : A study of a small hotel in Karlstad.

   Master-uppsats, Handelshögskolan

   Författare :Basharat Hanif; Hammad Saleem; [2013]
   Nyckelord :Customer support service; switching behaviour; customer loyalty; customer complaining behaviour; service quality;

   Sammanfattning : .... LÄS MER