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After Sales service: Complaint to Service Recovery Improvement
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]

Abstract

Author

: Alain Patrick Ngae a Njama

Tutor

: Peter Caesar

Examiner

: Pejvak Oghazi

Title

: After sales service: Complaint to Service Recovery Improvement

Keywords

: Service Recovery, Complaint handling, service failure, service process, Svetruck AB

Background

: It is real that everyday people purchase goods for their daily needs and satisfaction,

but unfortunately it happen that some of those goods do not live up to the customer expectations.

The reality when a failure occurred is something else because is the second chance giving to the

service provider to show concern. Many research agreed that good recovery after a service failure

can create a positive response from the customer side as example making them loyal and sharing

their positive experience to others.

Purpose:

The purpose of this study is to look into how service recovery influence customer

retention.

Research question:

How Does Company handles customer’s complaint in order to fulfill service

recovery

?

Method:

Three respondents were selected within a heavy industry call Svetruck AB. Due to their

position and number of year they have been working for this company. Many section of interview

were organized in order to have a clear understanding of the inside out of the service handling

process.

Conclusion:

Complaint handling appears to be very essential for each company willing to stay in

the competitive word. Some will differ from the way they handle or treat their customer but the

final issue for all companies will be to keep satisfies their customer for long-term relationship, also

by reducing the cost of hunting new customers.

Suggestion for further research

: After the investigation of complaint handling from the service

3

provider side, we can think of other areas to investigate related to this topic. One of it will be to

make an investigation on complaint handling from the customer point of view to find out how the

customer perceived satisfaction after the service provider have handled their complaint. Another

point may be to compare Svetruck complaint handling with the one of one of their mean competitor

to see the point that differ them from the others. Further investigations can also be made on

unsatisfied customers, those who have experience bad service recovery by then had chosen to switch to competitor.

Place, publisher, year, edition, pages
2012. , 60 p.
Keyword [en]
Service Recovery, Complaint handling, service failure, service process, Svetruck AB
National Category
Business Administration
Identifiers
URN: urn:nbn:se:lnu:diva-23031OAI: oai:DiVA.org:lnu-23031DiVA: diva2:578372
Subject / course
Business Administration - Marketing
Educational program
International Sales and Marketing, 180 credits
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2012-12-18 Created: 2012-12-18 Last updated: 2012-12-18Bibliographically approved

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CiteExportLink to record
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Citation style
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