Sökning: "Bo Edvardsson"
Visar resultat 6 - 10 av 30 avhandlingar innehållade orden Bo Edvardsson.
6. Proactivity in Service Failure and Service Recovery
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
7. The Role of Service Guarantees in Managing Services
Sammanfattning : Service guarantees have been argued to have many roles in managing services, for instance signal service quality, attract new customers, increase satisfaction and retention, and to differentiate the company from its competitors. Despite a growing interest from service organizations, research on service guarantees has been surprisingly scarce. LÄS MER
8. Using contracts to manage services : A study of contracts in public transport
Sammanfattning : Contracts play a key role in many business to business relationships. Service organisations are no exception. Despite a growing interest of services and how services are managed, research on how to use contracts to manage services has been surprisingly sparse in service research. LÄS MER
9. Critical Business Episodes : The Criticality of Damage Adjustment Processes in Insurance Relationships
Sammanfattning : Corporate insurance relationships involve a highly intangible professional service which provides the corporate customer with risk reduction. Insurance services are here defined as being composed of two elements: the delivery of a feeling of security, and, in the event of a loss, the damage adjustment and claim settlement. LÄS MER
10. Fit in to stand out : An experience perspective on value creation
Sammanfattning : In order to grow and survive, a firm must create value with consumers in ways that both fit in with consumer demands and stand out from competitors. Focusing on and understanding consumer and firm assessments of value and creation of value has become a central scope in the contemporary strategic management and marketing literature for understanding and explaining firm survival and success. LÄS MER