Essays about: "Customer defection"

Found 5 essays containing the words Customer defection.

  1. 1. Customer Defection and Value in Business-to-Business Relationships

    University essay from Linnéuniversitetet/Institutionen för marknadsföring (MF)

    Author : Emmy Jylhä; [2018]
    Keywords : Customer defection; customer value; value co-creation; relationship quality; customer retention; retention management; trust; satisfaction; commitment;

    Abstract : In order for firms to be able to compete on the market, it is of importance for them to create value for their customers. Value is not only the outcome from providing the customer with a product of high quality, since value co-creation can occur when firms interact with their customers and create strong relationships with them. READ MORE

  2. 2. Communication in Complaint Handling

    University essay from IT-universitetet i Göteborg/Tillämpad informationsteknologi

    Author : Kim Dao Jonsson; [2013-09-20]
    Keywords : Swedish Telecom; complaint handling; post-complaint satisfaction; negative emotions; behavioural intentions; perceived justice;

    Abstract : Due to the importance of understanding what circumstances make customer complaint handling successful and how to achieve an effective result; this thesis aims to study the communication failure in the responses given by Swedish telecom companies’ customer service to consumer complaints, and post-complaint consumers’ reactions to those complaint responses through emotions and behavioural intentions.Since previous research about complaint management did not put much focus on communication role as well as on post-complaint consumers’ responses to organizational complaint handling, this study, based on the analysis of authentic customers’ complaint experience with Swedish telecom, incorporates the interactional dimension into the existing models of cognitive and affective antecedents of satisfaction with complaint handling. READ MORE


    University essay from Uppsala universitet/Företagsekonomiska institutionen; Uppsala universitet/Företagsekonomiska institutionen

    Author : Amela Svraka; Karolina Wolnik; [2012]
    Keywords : Customer defection; Service Quality; Relationship Quality; Value; Gap-model;

    Abstract : This master’s thesis investigates the Swedish American Chamber of Commerce (SACC) in Chicago, a non-profit organization, in order to aid it with customer defection. The chosen literature contributes to a better understanding of customer behavior, and thus, customer defection, by examining customer retention, customer defection, switching behaviors, and different gaps that can occur in the relationship between a service supplier and its customers. READ MORE

  4. 4. Retention of the restaurants’ customers

    University essay from Högskolan på Gotland/Institutionen för humaniora och samhällsvetenskap; Högskolan på Gotland/Institutionen för humaniora och samhällsvetenskap

    Author : Sergii Shcheglov; Iuliia Shcheglova; [2010]
    Keywords : Retention; Restaurant; Marketing Mix Model; Defection; Loyalty;

    Abstract : Aim of this paper is to describe and analyze why customers come back to the restaurants, what influence their decisions. During the research we formulate 2 hypotheses. Hypotheses 1 – most reasons of the restaurants’ customers retention can be associated with restaurants’ service elements adapted from the 8Ps of Service Marketing Model. READ MORE

  5. 5. Approaches of Aftermarket Services for Successful Customer Relations : A Study of Volvo Trucks de México S.A. de C.V.

    University essay from KTH/Industriell ekonomi och organisation

    Author : Anders Parmbro; [2004]
    Keywords : aftermarket; truck industry; customer relations; Volvo; Mexico; dealer operations; service management; relationship marketing; customer satisfaction; customer loyalty;

    Abstract : It has for many businesses, especially on competitive markets, become fundamental to offer augmented services around the core product, with the aim of building lasting and mutually beneficial relationships with the customers. The author of this thesis has investigated such services offered on the Mexican truck aftermarket. READ MORE