Service Recovery within a High Educational Organization
Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesis
Service failures is a problem that every service company will face therefore service recovery strategies were introduced to retain customers and keep an edge against competitors. Many has debated over how a service recovery strategy should be developed and there are many different solutions but as many say the best way is to find a service recovery strategy that fits the company's culture, so every company has to find their own solution that fits their situation best. A area of service recovery that has not been researched much is the service recovery performance, the focus has only been on the strategy and not on how employees should perform in different situations. Customer satisfaction has been a important measure for a long time and is the most popular measurement when it comes to service markets but in the end it focuses on retention. It is important to understand how satisfaction works. The purpose of this thesis is to look on how high educational organizations can work with service recovery within the organization, explain the relationship between service recovery and satisfaction and describe the relationship between satisfaction and service recovery performance, three research questions were proposed:1. how can service recovery strategy be used in high educational organizations?2. how can the relationship between service recovery performance and satisfaction be described?3. how the relationship between service recovery and satisfaction can be described?This thesis is mainly descriptive and uses a qualitative approach. The strategy chosen in this thesis was embedded case study and uses Luleå Tekniska Universitet as the case, the data was gathered trough interviews with employees from Luleå Tekniska Universitet and employees from the IT-department. The data gathered suggest that a service recovery strategy should be used to a certain extent between the IT-department and the employees in high educational organizations and the most important part that they have to work on is the response time.The data also proposes that failure severity will set the expectation level for how the employees has to perform during the service recovery, if expectations are met the customer will be satisfied to a certain level. Causes of failures explains why different service recovery activities should be used and satisfaction is described as causes of actions where actions are the service recovery activities.
Place, publisher, year, edition, pages
2014. , 50 p.
Social Behaviour Law
Samhälls-, beteendevetenskap, juridik, Service Recovery
IdentifiersURN: urn:nbn:se:ltu:diva-42332Local ID: 05b2eaa4-fb74-4209-91d5-e3178f56aad1OAI: oai:DiVA.org:ltu-42332DiVA: diva2:1015552
Subject / course
Student thesis, at least 30 credits
Business and Economics, master's level
Validerat; 20141124 (global_studentproject_submitter)2016-10-042016-10-04Bibliographically approved