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Complaining customers - do companies care?
2004 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This study elucidates companies handling of customers complaints. By performing case studies on two companies within the travel business we found that the empirical study agreed with theories when showing awareness regarding processes and personnel aspects and that emphasis was put on the customer satisfaction aspect. Our investigation also showed that both companies used well developed and functioning systems and plans, with suitable means for recovery but that none of the companies’ choose to follow up prior complaints. The investigated companies used two-way communication and standardized as well as customized solutions. We find that both companies could improve the motivating of employees since a lot is asked of especially frontline staff.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, Customer complaints, complaint handling, customer, satisfaction, customer value, customer relations, complaint, culture, financial performance, travel business, employee, motivation
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-49566ISRN: LTU-SHU-EX--04/238--SELocal ID: 6e57b0b1-2ac1-431d-b007-84a63049506eOAI: diva2:1022913
Subject / course
Student thesis, at least 15 credits
Educational program
Business Administration, bachelor's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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