559 uppsatser · sida 4 av 38
En studie om kundtjänst på Twitter och Facebook
Customer service has traditionally consisted of telephone, mail, and later on chat.But the entry of social media has changed the way companies exercise customerservice. Companies should ask themselves whether the same type of traditionalcommunication may or may not function in a …
En kvantitativ undersökning om hur ett litet hantverksföretag kan stärka sitt varumärke
… a stronger brand for themselves in Gothenburg and how they can attract more customers but still keep the regulare ones.A survey was handed out and answered by the companys customers to see how they perceive the company and their tailoring services. This study showed that the …
En studie om kundens val av bank och kundlojalitet gentemot banken
Problem formulation: What factors influence the customer’s choice of bank? How is the customer loyalty towards the customer’s current bank? Purpose: The main purpose is to see what factors are definitive to the customer’s choice of bank and how strong the customer loyalty is …
- 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 …
En genomgång och analys av dopingforskningen 2004-2009
… increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the …
En studie hur teknikkonsultföretag kan genomföra fler miljörelaterade uppdrag
… environment indirectly through their assignments and services that affect the customers' businesses or products which in turn cause environmental impact. Thus, it is interesting to study how technology consultancy companies can increase the positive indirect environmental …
och dess inverkan på <br /> kundnöjdheten
… at a highly competitive market where it is important to achieve high customer satisfaction if they want to attract customers and stay competitive. Some studies suggest that the gap between customer expectations and perception within the five quality dimensions influences the …
… findings constitute possible ways for CSPs to innovate the experience of their customers. Methodology: The research in this thesis was conducted from a qualitative approach and data were collected using primary- (expert interviews) and secondary sources (journals, articles, web …
… method in order to gain sales and increase margins is to influence existing customers to buy more with the use of suggestive selling. The purpose of this paper, was to further examine the different effects of suggestive selling with the use of complementary versus non- …
<em>En studie om hur företag kan använda sina kunders eWOM och sociala medier för att förbättra servicekvalitén.</em>
… (eWOM) by analyzing and investigating social media and eWOM and how it effects customers? expectations on the companies service quality. In connection with the purpose we have chosen the following research questions: 1. In which way can companies in the travel industry interact …
En studie av Swecon AB:s tjänsteutbud
… on a qualitative study of five of Swecons local offices and five of Swecons customers. The empirical framework is mostly based on personal interviews but in some cases information was retrieved by using phone interviews. All interviews were recorded and put into writing. Results …
Influeras Styrningen av Service eller Service av Styrningen?
… advantage and that the goal of the service strategy is to increase the customers? satisfaction level. A qualitative in-depth case study was performed on a Swedish beauty company. The organisation’s vertical structure was examined, from central to local level. In total, 25 …
… high establishment the market has been saturated and with that price has sunk. Customer companies have the last few years got more negative to outsourcing of their telephone customer service as they through operating the customer service internally want to get closer to their …
- Vilka företag bör callcentren rikta sig mot?
… high establishment the market has been saturated and with that price has sunk. Customer companies have the last few years got more negative to outsourcing of their telephone customer service as they through operating the customer service internally want to get closer to their …
This thesis attempts to clarify the impact of cultural differences on customer expectations of service level. Furthermore, we want to determine whether or not expectations of service differ enough to be quantifiable between two countries, Sweden and the US, mostly regarded as …
