Sökning: "customer complaint behaviour"

Hittade 5 uppsatser innehållade orden customer complaint 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. ”Laget före jaget” : En studie om medarbetarteams klagomålshantering inom svensk sporthandel

   Kandidat-uppsats, Högskolan i Skövde/Institutionen för handel och företagande; Högskolan i Skövde/Institutionen för hälsovetenskaper

   Författare :Hannah Rosdahl; Karin Svensson; [2022]
   Nyckelord :Complaint management; customer complaints; complaints; reclaim; employee team; internal recovery; Klagomålshantering; kundklagomål; klagomål; reklamation; medarbetarteam; intern återhämtning;

   Sammanfattning : Bakgrund: När det kommer till servicesammanhang, där det sker en hög grad av mänsklig interaktion, är det oundvikligt att fel begås eller att kunden blir missnöjd, vilket kan resultera i att kunden framför klagomål. Tidigare studier belyser att det är viktigt att kundklagomål tas väl hand om, för att inte riskera ett dåligt rykte eller att kunder går förlorade. LÄS MER

4. 3. Communication in Complaint Handling

   Master-uppsats, IT-universitetet i Göteborg/Tillämpad informationsteknologi

   Författare :Kim Dao Jonsson; [2013-09-20]
   Nyckelord :Swedish Telecom; complaint handling; post-complaint satisfaction; negative emotions; behavioural intentions; perceived justice;

   Sammanfattning : 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

5. 4. The pattern of customer complaint behaviour in public transportation :  

   Magister-uppsats, Fakulteten för ekonomi, kommunikation och IT

   Författare :Andrey Mikhailov; Kungaba Cedric Pefok; Adnan Yousaf; [2009]
   Nyckelord :customer complaint behaviour; customer complaint; pattern of customer complaint; public transportation; service dominant logic; barriers to complaint; service quality; public transportation;

   Sammanfattning : Service providers must understand that they have to provide customer-perceived value, if they want to stay in business. One of the best ways to determine customer-perceived value is to encourage customer complaint. This will make it easier to identify areas of the service process which the consumer believes must be improved. LÄS MER

7. 5. SERVICE RECOVERY A Study of the Complaint Handling Process at Hotel Gothia Towers

   D-uppsats, Göteborgs universitet/Graduate Business School

   Författare :Kristina Nilsson; Hanna Graselius; Emma Andersson; [2005]
   Nyckelord :complaint behaviour; complaint management; customer expectations; empowerment; service quality; service recovery;

   Sammanfattning : The expansion of the service sector has resulted in an increased variety in customer demand as well as provided supply. Consequences of these developments are less predictable customer wants and needs, increased requirements to fulfil such needs on behalf of the service provider as well as a greater demand on employees to interpret such. LÄS MER