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Service Quality Dimensions in an Online Context: -A Perspective Comparison of Service Recovery
Linnaeus University, Faculty of Business, Economics and Design, Linnaeus School of Business and Economics.
Linnaeus University, Faculty of Business, Economics and Design, Linnaeus School of Business and Economics.
2012 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Service quality and service recovery has been found to play a significant role in customer satisfaction and future purchase intentions. Many studies have been conducted on how to manage either the company perspective or customer perspective of these two concepts. Using the findings from five qualitative company interviews and three customer focus groups, this study addresses the purpose “to identify similarities and differences between the company and customer perspectives of service recovery in a quality system online”. The research identifies how companies in the service industry work with their websites and customer service as a tool for service quality and recovery. The company perspective is then compared to identified customer preferences in order to find similarities and differences that needs to be improved. The qualitative surveys are based on six dimensions of two existing models for service quality and service recovery online and the findings show similarities in all six dimensions, as well as several differences. 

Place, publisher, year, edition, pages
2012. , 124 p.
Keyword [en]
Service quality, service recovery, customer expectations, customer satisfaction, customer preferences, customer relationships, E-S-Qual, E-RecS-Qual, brand image, word of mouth
National Category
Economics and Business
URN: urn:nbn:se:lnu:diva-19390OAI: diva2:530443
Subject / course
Business Administration - Marketing
Educational program
Marketing Programme, 180 credits
, Växjö
Social and Behavioural Science, Law
Available from: 2012-06-25 Created: 2012-06-01 Last updated: 2012-06-25Bibliographically approved

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