Sökning: "david rudström"

Hittade 1 uppsats innehållade orden david rudström.

  1. 1. Filtering service recovery feedback : A Case study research at Handelsbanken, Uppsala city

    Kandidat-uppsats, Företagsekonomiska institutionen

    Författare :Neil Nolan; David Rudström; [2008]
    Nyckelord :Service recovery; Service recovery feedback; Filtering; Handelsbanken; Tax Brown;

    Sammanfattning : Research has shown that companies encourage customers to complain and gather huge amounts of service recovery information, although most of this information isn´t used by the companies. Our purpose with this thesis is to explore what determines the filtering of service recovery feedback, and if possible to identify its underlying reasons. LÄS MER