Essays about: "Beatrice Nylander"

Found 1 essay containing the words Beatrice Nylander.

  1. 1. Where Service Recovery Meets its Paradox : A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry

    University essay from Högskolan i Gävle/Företagsekonomi

    Author : Andreas Edström; Beatrice Nylander; [2021]
    Keywords : service failure; service recovery; service recovery paradox; service recovery hotel industry; customer satisfaction;

    Abstract : Title: Where Service Recovery Meets its Paradox - A search for the level of Service Recovery required for the Service Recovery Paradox to occur in the Hotel Industry  Level: Student thesis, final assignment for Bachelor Degree in Business Administration  Author: Beatrice Nylander & Andreas Edström  Supervisor: Patrik Sörqvist  Date: 2021 – June  Aim: The purpose of this study was to, within the hotel industry, investigate at what level of service recovery the service recovery paradox will come into existence.  Method: Two surveys have been conducted where 190 respondents were introduced to a scenario- based service failure in the hotel industry. READ MORE