Essays about: "Dysfunctional customer behaviour"

Found 2 essays containing the words Dysfunctional customer behaviour.

  1. 1. Dysfunctional customer behaviour in online chat support interactions : the perspective of service scripts and roles

    University essay from Karlstads universitet/Handelshögskolan

    Author : Niklas Eråker; Fredrik Persson; [2016]
    Keywords : Dysfunctional customer behaviour; Customer misbehaviour; Roles; Service scripts; Role discrepancy; Live support chat; Online context.;

    Abstract : Purpose: Previous research has highlighted that dysfunctional customer behaviour is commonplace in service exchange interactions. However, most research has focused on what forms of dysfunctional behaviours that are prevalent in a face-to-face context. READ MORE

  3. 2. A Thesis in Decline: Understanding Company Internal Reactions

    University essay from Handelshögskolan i Stockholm/Institutionen för företagande och ledning

    Author : Joakim Hagberg; Björn Wretfeldt; [2011]
    Keywords : case study; decline; detection; dysfunctional behaviour; punctuated equilibrium model;

    Abstract : The present thesis aims to further the understanding of company internal reactions to decline. More specifically, the authors make two explorative case studies, looking into three areas that have been described as particularly problematic during decline by previous literature and by practitioners. READ MORE