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En kvalitativ studie om värdeskapande vid mänsklig och teknisk interaktion
… As a result of the digital evolution, there has been a change in the way customer and company interact (Normann, 2011). The traditional way for players to interact with each other required an interaction human to human (ibid), a mode of interaction that now can be replaced or …
En studie kring riskerna att vara social i sociala medier
… in their PR and marketing practice, they have to adapt themselves after the customers' needs and the new communication structure within social media. Communication in social medi is different from traditional media, which is more one-way communicative and visual in its …
En studie om hur man skapar lojala kunder inom mobiloperatörsbranschen
The cellular market is today suffering from great customer dissatisfaction. Simultaneously, the services offered by the different cellular providers are very homogenous, causing strict competition where various price strategies have been the main mean of battle. From a business …
… up new ways for companies to build relationships and to inter-act with their customers. A contributing factor is social media that has opened up for in-teraction with companies and customers where they can communicate with each other. This creates both positive and negative word …
a study of how to maintain the customer satisfaction while reducing the overall service offer
… banks. This has lead to a big debate in the society, a lot of frustration from customers, and a drop in customer satisfaction for every bank that started the process of removing cash management. The purpose of this study is to find out how the banks could keep their customer …
en studie i hur mellanmannen arbetar för att uppnå kundtillfredsställelse åt två parter
… Jonas Molin & Jens Eklinder - FrickTitle: Intermediaries pursuit to achieve customer satisfaction - A study in how the agent works with factors to achieve customer satisfaction against two opposite parties.Purpose: The purpose of this thesis is to analyze the intermediary …
The aim of this thesis is to describe the customer’s attitudes toward the contracting for availability, i.e., which factors are from the customer’s perspective necessary for the fulfilment of a supplier-customer agreement? Furthermore, the objective is to describe and analyse a …
<em>En studie om interaktion mellan H&M och deras användare på Facebook</em>
… amount of people involved and it is of interest to see how the company and customers interact. The purpose of the essay was to study the interaction between the company and visitors. The statement of the problem is divided into four questions which is processing a deeper …
Purpose: The purpose of this paper is to create an understanding of how customer engagement, communication / interaction and customer insight are driving forces behind the use of Social CRM from a leadership perspective. Method: The purpose of the study, we believed it was …
… on a global market manage to handle the changing conditions concerning customer value. Our approach has been a comparative analysis between two different sites in order to answer the purpose. The case studies at Metso Mining have been made through interviews and visits at two …
… the service sector use humour, charm and flirt in the interaction with their customers. The service management research is quite extensive, but despite this the research partly misses studies around why employees tend to act in certain ways while interacting with their …
- En studie om hur Sveriges storbanker arbetar för att skapa lojala kunder via digitala kanaler
… and services online. This means that there is less personal contact and that customer relations can be described as having gone from face-to-face to face-to-screen. Swedish banks have come a long way in terms of adapting its operations to customers? demand in a global …
… our study. For this we have contacted 290 of the company's already existing customers. The primary purpose of the survey is to analyze the service offered by the company. This will help the company to get a better insight and deeper understanding for the customers perceive of …
Möjligheter och förutsättningar för personal och verksamhet att arbeta med bemötandefrågor på bibliotek.
… in knowing how a library can work to become more service oriented and customer centred. We conducted six interviews with librarians located at three different libraries in Sweden. We used three theories to explain our aim. These are Jürgen Habermas theory of social …
Background: Previous studies focused on customer loyalty and customer satisfaction. But no studies focused on the interaction between the financial advisor and their client. Therefore we have chosen to focus on this knowledge gap.Purpose: The purpose of this thesis is to …
