Sökning: "franziska engsner"

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  1. 1. Påverkas du av andras klagomål? En kvantitativ studie om missnöjesspridning i sociala medier

    C-uppsats, Handelshögskolan i Stockholm/Institutionen för marknadsföring och strategi

    Författare :Teresa Garcia; Franziska Engsner; [2015]
    Nyckelord :customer complaints; customer dissatisfaction; social media; customer loyalty; service recovery;

    Sammanfattning : During the recent years, daily communication between companies and their customers has increasingly moved from traditional customer service channels to social media. This has resulted in customer complaints being voiced on company Facebook pages, Instagram posts and tweets. LÄS MER