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Service Quality: A research on how recruitment companies secure service quality
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]

Background: Service quality is considered to be a vital strategy for survival and success in today’s competitive environment. Although there have been an emphasis in quality overall, the research in companies performance within a business-to-business approach is still largely unexplored. Accordingly, service quality in recruitment companies will be interesting to examine in order to explore the business-to-business industry further.

Purpose &: The purpose of this research is to study how recruitment

Research Question: companies secure quality in their services. What factors indicate various quality levels?

Methodology: This is a qualitative study with a deductive approach. Multiple case studies were conducted with a total of six respondents from three companies.

Conclusion: This research concluded factors that indicate various quality levels in recruitment companies. The collected data that could not be strengthened with the theories was recommended as further research.

Place, publisher, year, edition, pages
2012. , 67 p.
Keyword [en]
Service quality, heterogeneity, intangibility, gap analysis, self-service, servqual, service quality in B2B
National Category
Business Administration
URN: urn:nbn:se:lnu:diva-19422OAI: diva2:530565
Subject / course
Business Administration - Marketing
Educational program
Marketing Programme, 180 credits
Social and Behavioural Science, Law
Available from: 2012-06-25 Created: 2012-06-03 Last updated: 2012-07-11Bibliographically approved

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