Digitala Vetenskapliga Arkivet

Endre søk
RefereraExporteraLink to record
Permanent link

Direct link
Referera
Referensformat
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annet format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annet språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf
Complaint Handling on Social Media
Linnéuniversitetet, Ekonomihögskolan (FEH), Institutionen för marknadsföring (MF).
Linnéuniversitetet, Ekonomihögskolan (FEH), Institutionen för marknadsföring (MF).
Linnéuniversitetet, Ekonomihögskolan (FEH), Institutionen för marknadsföring (MF).
2016 (engelsk)Independent thesis Basic level (degree of Bachelor), 10 poäng / 15 hpOppgave
Abstract [en]

Background Social media is constantly growing and has also started to be a platform for dissatisfied customers to express their complaints. This give companies an opportunity to respond to the complaints by solving the problems and prevent customers from switching to competitors or spread negative word of mouth. Therefore, it is important to handle complaints in a proper way. There are six response dimensions that are of importance when handling complaints and that impacts customer satisfaction. These dimensions will be used in this research and are named timeliness, redress, apology, credibility, attentiveness and facilitation.

Purpose To explain how companies’ complaint handling positively impact customer satisfaction in the social media context.

Method This research utilizes a quantitative approach and consist of six hypotheses: H1 Timeliness has a positive impact on customer satisfaction in the social media context. H2 Redress has a positive impact on customer satisfaction in the social media context. H3 Apology has a positive impact on customer satisfaction in the social media context. H4Credibility has a positive impact on customer satisfaction in the social media context. H5 Attentiveness has a positive impact on customer satisfaction in the social media context. H6 Facilitation has a positive impact on customer satisfaction in the social media context. The sample is users of social media that are 18 years old or older. The sampling was done by using convenience sampling and the snowball effect. The data were collected using an online questionnaire which was sent out via Facebook.

Conclusion It can be concluded that complaint handling positively impact customer satisfaction in the social media context by the use of facilitation. Timeliness, redress, apology, credibility and attentiveness have no significant positive impact on customer satisfaction. Since facilitation is about procedures and events that happens before the actual response to the complaint, it could be concluded that complaint handling is something that companies needs to work with proactive in order to affect customer satisfaction positive

sted, utgiver, år, opplag, sider
2016. , s. 60
Emneord [en]
Complaint handling, response dimensions, timeliness, redress, apology, facilitation, credibility, attentiveness, customer satisfaction, social media
HSV kategori
Identifikatorer
URN: urn:nbn:se:lnu:diva-53652OAI: oai:DiVA.org:lnu-53652DiVA, id: diva2:938407
Fag / kurs
Business Administration - Marketing
Utdanningsprogram
Marketing Programme, 180 credits
Veileder
Examiner
Tilgjengelig fra: 2016-06-17 Laget: 2016-06-16 Sist oppdatert: 2016-06-17bibliografisk kontrollert

Open Access i DiVA

Complaint handling on social media(1511 kB)499 nedlastinger
Filinformasjon
Fil FULLTEXT01.pdfFilstørrelse 1511 kBChecksum SHA-512
e86d562428abf5736e038594c949630a976253495a9b6a783af932abaaa04f48da3e097d6365cc33879836ec42b1386bd4a89e6c2463bfc33b35db29002cc0ce
Type fulltextMimetype application/pdf

Søk i DiVA

Av forfatter/redaktør
Fritzell, JuliaBertilsson, JessicaOlsson, Zandra
Av organisasjonen

Søk utenfor DiVA

GoogleGoogle Scholar
Totalt: 499 nedlastinger
Antall nedlastinger er summen av alle nedlastinger av alle fulltekster. Det kan for eksempel være tidligere versjoner som er ikke lenger tilgjengelige

urn-nbn

Altmetric

urn-nbn
Totalt: 750 treff
RefereraExporteraLink to record
Permanent link

Direct link
Referera
Referensformat
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annet format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annet språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf