Essays about: "Customer relationship management - Ph.D thesis"

Found 1 essay containing the words Customer relationship management - Ph.D thesis.

1. 1. The Aronda "Black Box" - Bridging the Gap of Mistrust in Insurance Service Relationships : A Study of Damage Adjustment as a Critical Episode

   University essay from Mälardalens högskola/Akademin för hållbar samhälls- och teknikutveckling; Mälardalens högskola/Akademin för hållbar samhälls- och teknikutveckling

   Author : William Kumassah; Mevludin Mujcinovic; [2010]
   Keywords : Service and Relationship management and marketing; relationship quality; critical incidents; damage adjustment; customer satisfaction; customer retention; insurance service relationship; perceived quality; service encounters; perceived quality; private insurances;

   Abstract : Problem: The nature of insurances, and indeed the customer-provider relationship in insurance services, lends itself to distinctive characteristics. These characteristics have particular implications on overall perceived service and relationship quality, and thus customer retention. READ MORE