Sökning: "customer complaint"

Visar resultat 21 - 25 av 47 uppsatser innehållade orden customer complaint.

  1. 21. Kvalitetsbristkostnader i samband med reklamationsprocessen

    M1-uppsats, Högskolan i Jönköping/JTH, Maskinteknik

    Författare :Per Eklund; Andreas Nordvall; [2015]
    Nyckelord :Kvalitetsbristkostnad; Kvalitetsbrister; Kvalitet; Reklamationsprocessen;

    Sammanfattning : During the 1970’s the interest for quality management and the concept of quality costs increased considerably. Business leaders noticed that there was a great potential for reducing costs of poor quality. Since up to 10-30% of a company’s total turnover may consist of poor quality costs some consider them as an unexploited goldmine. LÄS MER

  3. 22. The customer is always right

    Master-uppsats, Lunds universitet/Institutionen för strategisk kommunikation

    Författare :Barbara Marie Cornelia Bruynooghe; [2014]
    Nyckelord :Customer complaints; consumer complaints; social network sites; social media; strategic public relations; complaint management; Social Sciences;

    Sammanfattning : “The customer is always right”: A qualitative study of how service-providing companies deal with public customer complaints filed on social network sites. Customers have always voiced their complaints, but with the emergence of the Internet and the rise of social media, the medium they used to do so has changed. LÄS MER

  4. 23. The Impact of Complaint Management on Customers Retention : Banking Industry in Sweden and Lebanon

    Magister-uppsats, Högskolan i Gävle/Avdelningen för ekonomi

    Författare :Hummam Wasfi; Olena Kostenko; [2014]
    Nyckelord :Complaint Management; Satisfaction; Loyalty; Retention; Banks; Sweden; Lebanon;

    Sammanfattning : Title: The Impact of Complaint Management on Customer Retention Level: Final assignment for Master Degree in Business Administration Authors: Hummam Wasfi, Olena Kostenko Supervisor: Ehsanul Huda ChowdhuryFiD Date: 2014 – June Aim: The purpose of this study is to examine or inspect the aftermath of effective complaint management structure in relevance to customer’s retention in banking industry. Design/methodology/approach: The framework is structured on the bases of determining the strength of the relationships between the following variables complaint management, customer’s satisfaction and loyalty. LÄS MER

  5. 24. Klagomålshantering av e-handelsföretag på Facebook : ett ramverk för klagomålshantering

    Kandidat-uppsats, SLU/Dept. of Economics

    Författare :Andreas Hansson; Kristian Larsson; Billy Persson; [2014]
    Nyckelord :e-handel; Negativ mun-till-mun”; Facebook; klagomålshantering; kundlojalitet;

    Sammanfattning : Svensk e-handel har de senaste åren vuxit kraftigt, vilket har lett till att andelen e-handels-företag har ökat i Sverige de senaste åren. Konsumenten har idag större valmöjlighet vid val av företag. Företagen erbjuder bra fraktvillkor, tryggare betalningsformer och mer användarvänliga hemsidor. LÄS MER

  7. 25. 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