Toleranszon och kundtillfredsställelse i tjänsteföretag

Sammanfattning

The aim 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

utilizing personal interviews, which were conducted at two service

companies. The study showed that the aspects of the service that have

greatest importance for the customer’s assessment of the service and

customer satisfaction among others are personal treatment and that personel

behave in the way that makes the customer feel itself taken good care of and

unique. The findings indicate that the companies try to create positive

experiences in the beginning of service encounter in order to dispose the

customer in a positive way towards other parts of service and to increase

customer’s tolerance for failures. They also try to eliminate negative

transactions in the end of the service encounter due to in that phase there

are less posibilities to repair misstakes. In general it seams that personal

relationships with the customer and a good flow of information that goes

both ways are a good condition for creation of customer satisfaction.