Digitala Vetenskapliga Arkivet

Ändra sökning
RefereraExporteraLänk till posten
Permanent länk

Direktlänk
Referera
Referensformat
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annat format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annat 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 (Engelska)Självständigt arbete på grundnivå (kandidatexamen), 10 poäng / 15 hpStudentuppsats (Examensarbete)
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

Ort, förlag, år, upplaga, sidor
2016. , s. 60
Nyckelord [en]
Complaint handling, response dimensions, timeliness, redress, apology, facilitation, credibility, attentiveness, customer satisfaction, social media
Nationell ämneskategori
Företagsekonomi
Identifikatorer
URN: urn:nbn:se:lnu:diva-53652OAI: oai:DiVA.org:lnu-53652DiVA, id: diva2:938407
Ämne / kurs
Företagsekonomi - Marknadsföring
Utbildningsprogram
Marknadsföringsprogrammet, 180 hp
Handledare
Examinatorer
Tillgänglig från: 2016-06-17 Skapad: 2016-06-16 Senast uppdaterad: 2016-06-17Bibliografiskt granskad

Open Access i DiVA

Complaint handling on social media(1511 kB)499 nedladdningar
Filinformation
Filnamn FULLTEXT01.pdfFilstorlek 1511 kBChecksumma SHA-512
e86d562428abf5736e038594c949630a976253495a9b6a783af932abaaa04f48da3e097d6365cc33879836ec42b1386bd4a89e6c2463bfc33b35db29002cc0ce
Typ fulltextMimetyp application/pdf

Sök vidare i DiVA

Av författaren/redaktören
Fritzell, JuliaBertilsson, JessicaOlsson, Zandra
Av organisationen
Institutionen för marknadsföring (MF)
Företagsekonomi

Sök vidare utanför DiVA

GoogleGoogle Scholar
Totalt: 499 nedladdningar
Antalet nedladdningar är summan av nedladdningar för alla fulltexter. Det kan inkludera t.ex tidigare versioner som nu inte längre är tillgängliga.

urn-nbn

Altmetricpoäng

urn-nbn
Totalt: 750 träffar
RefereraExporteraLänk till posten
Permanent länk

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