559 uppsatser · sida 1 av 38
<em>Utifrån ITIL, CRM och supporthantering på mjukvaruföretaget Medius AB</em>
The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient …
… market advantages. That a company manages the meeting between them and their customer in the best way possible is often a critical factor to get the customer to return to the store. Some companies are more than others dependent on a good service system and therefore are the …
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 …
Kundens önskemål om informationsinnehåll i ett webbaserat informationssystem
… competitive environment, companies must start to cooperate with their customers instead of just collaborate with them. Can an IT-consultant company use a WIS as a tool for keeping in contact with existing customers to attain this cooperation? A WIS could strengthen the relation …
En studie om konkurrensen på den svenska kontaktlinsmarknaden
… from the theories from the Nordic School about strategies for competition, customer value, perceived customer quality and customer loyalty. Purpose: The main purpose with this study is to analyze and evaluate how the actors at the Swedish market of contact lenses should compete …
Since companies have realised the importance of customer loyalty and since the service sector has gained higher significance in recent years, we found it interesting to study what leads to customer loyalty in service companies. The theories we have chosen to consider are …
när en tjänst går från att vara avgiftsfri till att bli avgiftsbelagd
Title: The impact of service quality on customer loyalty - when a service changes from being free to become surcharged Authors: Carl Johan Olsson, Marcus Johansson and Victor Carlsson Supervisor: Hans Lundberg Course: Bachelor thesis in business administration, 15 Credits (15 …
… of this thesis is to describe how service companies through adjustment of the customer’s zone of tolerance can influence customer’s perception of the service during the processes of service delivery and create customer satisfaction. The method used was case study approach …
En kvalitativ studie om IT-relaterade resursers roll i kundkännedomsprocesser och kundresponskapacitet
… have gone through a dramatic change over the last years; as a result customer service is no longer a small side activity but a critical part in customer relationship management. Development in information technology has created opportunities as well as challenges for …
En marknadsundersökning av bankens företagskunders attityder
Title: Bergslagens Sparbank ? A market survey of the bank’s corporate customer’s attitudes Seminar date: 2010-02-05 Course: Individual essay, 30 higher education credits Authors: Mathias Lindberg, Bogdan Efimov Advisor: Pia Lindell Key Words: relationship marketing, finance …
En fallstudie av kvalitetssäkring i tjänsteföretag
… entity and organizational resources could not be linked to a flexible and customer-oriented quality assurance. However, we could see that the choice of organizational structure, more specifically a service-oriented organization structure, resulted in a more flexible and …
… perception. Further, to discover more detailed and close up knowledge of customer perceived service quality within airline alliances. This is done by identifying particularly significant dimensions in the service process that have an influence on the perceived service quality …
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 …
… 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 …
