Sökning: "Customer satisfaction"

Visar resultat 6 - 10 av 86 avhandlingar innehållade orden Customer satisfaction.

  1. 6. Customer-to-customer roles and impacts in service encounters

    Författare :Linda Lee; Esmail Salehi-Sangari; Ian P McCarthy; Gerard Prendergast; KTH; []
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Service encounters; group service encounters; customer-to-customer interaction; customer cohort climates; other customers; service operations; online reviews; Industriell ekonomi och organisation; Industrial Engineering and Management;

    Sammanfattning : This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. LÄS MER

  3. 7. Improving Travel Satisfaction with Public Transport

    Författare :Roberto Fernández Abenoza; Yusak Octavius Susilo; Oded Cats; Lars E. Olsson; KTH; []
    Nyckelord :TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Customer Satisfaction; Service Quality; Public Transport; Door-to-door journey; Trip legs; Multimodal trips; User profiles; Market segmentation; Geographical variations; Transportvetenskap; Transport Science;

    Sammanfattning : The existing link between PT travelers’ satisfaction, ridership and loyalty prove the relevance of improving overall trip satisfaction. The thesis present an array of approaches and methodologies aiming at increasing overall satisfaction with PT door-to-door trips while covering important issues that previous research has failed to address. LÄS MER

  4. 8. Are you really listening to what your customers are saying? Making use of customer feedback in the era of servitization and digitalization

    Författare :Andrea Birch-Jensen; Chalmers tekniska högskola; []
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; capabilities; servitization; customer satisfaction; service improvements; customer feedback; digitalization;

    Sammanfattning : As digitalization and servitization are transforming the customer offering, and as customers’ wishes and needs are growing increasingly complex, the processes related to understanding how customers perceive the offering need to adapt accordingly. Thus, the customer feedback channels and content are impacted, creating challenges and opportunities for firms in both service and manufacturing industries. LÄS MER

  5. 9. Understanding bank-SME relationships: the influence of adaptation and fairness on customer satisfaction

    Författare :Fatima Vegholm; Lars Silver; Kent Eriksson; Björn Berggren; Zander Ivo; KTH; []
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SMEs; banks; adaptation; fairness; customer satisfaction; relationships; Business studies; Företagsekonomi;

    Sammanfattning : .... LÄS MER

  7. 10. From Customer Satisfaction to Citizen Interaction : a cooperation model for community development based on Total Quality Management

    Författare :Maria Fredriksson; Bengt Klefsjö; Lars Carlsson; Johnny Lindström; Luleå tekniska universitet; []
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Kvalitetsteknik;

    Sammanfattning : Current problems with unemployment and the consequences of cut-down in the public sector need appropriate solutions, where private citizens perhaps take on more active roles than today, individually or in groups. The aim with this doctoral thesis is to contribute to one such solution, which is a cooperation model for societal development in local communities, based on Total Quality Management (TQM) and on the participation of many residents. LÄS MER