Sökning: "complaint"

Visar resultat 1 - 5 av 63 avhandlingar innehållade ordet complaint.

1. 1. Customer Complaint Behaviour in Service

   Författare :Bård Tronvoll; Bo Edvardsson; Anders Gustafsson; Robert Johnston; Karlstads universitet; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Customer complaint behaviour; complaint; dynamic; process; Business studies; Företagsekonomi; Business Administration; Företagsekonomi;

   Sammanfattning : It is vital for every service provider to get feedback from its customers. This is especially important when a customer has perceived an unfavourable service experience. One way to receive feedback from these customers is to encourage and make it easy for them to complain. LÄS MER

3. 2. Presenting complaint and mortality in non-surgical emergency medicine patients

   Författare :Urban Säfwenberg; Lars Lind; Andreas Terént; Maaret Castrén; Uppsala universitet; []
   Nyckelord :Medicine; Presenting complaint; Emergency Department; long-term mortality; Standardized Mortality Ratio; frequent attenders; Medicin;

   Sammanfattning : In 1995 and 2000 a total of 29 886 non surgical ED visits at Uppsala University Hospital were registered. Presenting complaint, admittance to a ward, length of stay, in-hospital mortality, discharge diagnoses, 30-day and long-term mortality were registered. The presenting complaints were sorted into 33 presenting complaint groups (PCGs). LÄS MER

4. 3. Konfliktäre Sprechhandlungen : Eine Untersuchung der Sprechakte "Vorwurf", "Drohung" und "konfliktäre Warnung"

   Författare :Carola Henriksson; Tyska; []
   Nyckelord :HUMANIORA; HUMANITIES; argumentation; provokation; provoke; illocution; Speech act; reproach; complaint; prosecution; accusation; threat; warning; conflict; evaluation; emotion; relation; indirect speech acts; implicit speech acts; performative; politeness; speech act sequences; speech act patterns; metaphor; theme; ad hominem; ad baculum; discourse theory; textlinguistics; illocution sequences; face-threatening acts; illocution patterns; argument; fallacy; parliamentary debate; discussion; logic; German language and literatur; Tyska språk och litteratur ;

   Sammanfattning : This thesis investigates the three so called “conflictory speech acts” (“konfliktäre Sprechakte”) “reproach”, “threat” and “conflictory warning”. They all have in common that the speaker signals that he/she is prepared for a verbal conflict. LÄS MER

5. 4. An m-Government Solution for Complaint and Problem Management : Designing a Solution for Government 2.0

   Författare :Carl-Mikael Lönn; Christer Magnusson; Paul Johannesson; Louise Yngström; Stockholms universitet; []
   Nyckelord :NATURVETENSKAP; NATURAL SCIENCES; m-government; Computer and Systems Sciences; data- och systemvetenskap;

   Sammanfattning : In recent years emphasis has been placed on opening up governments and empowering and engaging citizens in governmental activities: this view of e-government is referred to as government 2.0. Government 2. LÄS MER

7. 5. Proactivity in Service Failure and Service Recovery

   Författare :Jasenko Arsenovic; Bo Edvardsson; Bård Tronvoll; Magnus Söderlund; Karlstads universitet; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; service failure; service recovery; complaint management; customer proactivity; employee proactivity; collaboration; customer responses; Business Administration; Företagsekonomi;

   Sammanfattning : Although service failure and service recovery have been extensively researched, service employees struggle to recover an increasing number of customer complaints. The overall aim of this thesis is to explain the role of customer and employee proactivity in service failure and service recovery. LÄS MER