Sökning: "service recovery paradox"

Visar resultat 1 - 5 av 6 uppsatser innehållade orden service recovery paradox.

  1. 1. Leder kompensation för servicefel till olika grad av kundnöjdhet beroende på hur kompensationen uttrycks? En enhetseffekt i dagligvaruhandeln

    Kandidat-uppsats, Högskolan i Gävle/Företagsekonomi

    Författare :Bayan Alkhalaf; Katja Åberg; [2023]
    Nyckelord :Anchoring effect; unit effect; service recovery; service recovery paradox; service failure; cognitive bias.;

    Sammanfattning : Title: Does compensation after service failure lead to different levels of customersatisfaction depending on how the compensation is expressed? A unit effect in the grocery store context. Aim: In case of service failure, companies must recover the service to regain customer satisfaction. How compensation is expressed, e.g. LÄS MER

  3. 2. Service Recovery Inom Flygbranschen Utifrån Ett Konsumentperspektiv : En kvantitativ studie om konsumenternas syn på flygbolagens service recovery arbete

    Kandidat-uppsats, Högskolan i Gävle/Företagsekonomi

    Författare :Emil Björklund; Carl Svärd; [2023]
    Nyckelord :Service recovery paradoxen; service failure; service recovery.;

    Sammanfattning : Title: Service recovery in the airline industry from a consumer perspective: A quantitative study on consumers' view of the airlines' service recovery work.Level: Student thesis, final assignment for Bachelor Degree in Business Administration Author: Carl Svärd & Emil BjörklundSupervisor: Alice Schmuck Date: 2023, January. LÄS MER

  4. 3. Reaching the Service Recovery Paradox : Using the Anchoring Effect to Reduce Required Monetary Compensation

    Kandidat-uppsats, Högskolan i Gävle/Avdelningen för ekonomi

    Författare :Jesper Björkman; Nathalie Kron; [2022]
    Nyckelord :service failure; service recovery; service recovery paradox SRP ; anchoring effect; cognitive bias;

    Sammanfattning : Aim: When service failures occur, companies must use service recovery actions to recover customer satisfaction. The service recovery paradox refers to the paradox which occurs when a customer is more satisfied after successful service recovery, than they would have been if no failure had occurred. LÄS MER

  5. 4. Where Service Recovery Meets its Paradox : A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry

    Kandidat-uppsats, Högskolan i Gävle/Företagsekonomi

    Författare :Andreas Edström; Beatrice Nylander; [2021]
    Nyckelord :service failure; service recovery; service recovery paradox; service recovery hotel industry; customer satisfaction;

    Sammanfattning : Title: Where Service Recovery Meets its Paradox - A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry  Level: Student thesis, final assignment for Bachelor Degree in Business Administration  Author: Beatrice Nylander & Andreas Edström  Supervisor: Patrik Sörqvist  Date: 2021 – June  Aim: The purpose of this study was to, within the hotel industry, investigate at what level of service recovery the service recovery paradox will come into existence.  Method: Two surveys have been conducted where 190 respondents were introduced to a scenario- based service failure in the hotel industry. LÄS MER

  7. 5. Service Recovery Paradox: A quantitative research concerning customer post-recovery satisfaction in the service sector

    Kandidat-uppsats, Linnéuniversitetet/Institutionen för marknadsföring (MF)

    Författare :Jennifer Claesson; Nina Dijnér; [2017]
    Nyckelord :customer satisfaction; service failure; service recovery; service recovery paradox;

    Sammanfattning : The phenomena when customers perceive a service as better after a failure and the following recovery process has occurred is called service recovery paradox. In the case of the paradox, customers are more satisfied post-recovery in comparison to if the failure would not have occurred. LÄS MER