Hur hanterar SAS kundklagomål? : En kvalitativ studie av den interna processen

Sammanfattning: It is important that companies knows how to handle a complaint when they receive one from a customer. This information could the company take care of and use when they develop new services. Furthermore a good complain handling leads to satisfied and loyal customers which increases the revenue for the company. We have examined how SAS handle their internal information process and if this process affects the information and in that case how. The study is performed with a qualitative method, based on deep interviews. In the analysis we have described how SAS handle the process and how it connects with the existing theories. We have also described how the information affects on the way and that there is no important information loss worth mentioning during the process. SAS has a well developed system for handling incoming problems where IT-systems has a strong and positive affect because the relations between the employees works well.