Essays about: "customer contact employee"

Showing result 1 - 5 of 10 essays containing the words customer contact employee.

  1. 1. Customers’ perceptions of self-service quality : a qualitative case study in the Swedish banking sector

    University essay from SLU/Dept. of Forest Economics

    Author : Simon Winter; [2019]
    Keywords : attributes; dimensions; forest and agricultural customers; self-service technology SST; SSTQUAL-scale; attribut; dimensioner; självbetjäningsteknik; skogs- och lantrbrukskunder; SSTQUAL-skala;

    Abstract : Self-service technology, SST, enables the customer to interact with a service without contact with an employee. This technology has several benefits for both customers and businesses and is a powerful tool to achieve long term success. So the quality of an SST becomes crucial for businesses in order to achieve long term success. READ MORE

  3. 2. Holding on to the positive aspects of being small: A multiple case study exploring product innovation processes in knowledge-intensive companies by incorporating the variable of company growth

    University essay from Göteborgs universitet/Graduate School

    Author : Carolina Bååt; Viktoria Östblom; [2018-08-01]
    Keywords : ;

    Abstract : Innovation is essential for any organization wanting to stay competitive in the long run. (Şimşit et al, 2014). Desouza et al (2009) also point to how it is the companies with strongly built innovation processes that will take the lead in their respective industries. READ MORE

  4. 3. Identifying initial contacts and their functions within the service encounter

    University essay from Karlstads universitet/Handelshögskolan (from 2013)

    Author : Jacob Grentzelius; Filip Björkman; [2018]
    Keywords : Service encounter; initial contact; interaction; frontline employee; verbal and nonverbal communication; improvisation; personalization;

    Abstract : Purpose – The aim of this paper is to create an understanding of what types of initial contacts exist within the service encounter and their functions for the interaction. Design/methodology/approach – To study the initial contact between the employee and the customer, we have used a qualitative approach where observations were the data collecting method. READ MORE

  5. 4. THE CUSTOMER IS ALWAYS RIGHT Telephone based customer service communication styles that lead to customer satisfaction

    University essay from Institutionen för tillämpad informationsteknologi

    Author : Amra Trako; [2017-10-26]
    Keywords : interpersonal communication; customer service; communication styles;

    Abstract : This study deals with a telephone based customer service and the communication styles that make the communication in this setting successful or unsuccessful. Many companies in Sweden have a telephone based customer service, and often times the customer’s initial contact with the company is through the customer service. READ MORE

  6. 5. 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