Essays about: "E-WOM"

Showing result 11 - 13 of 13 essays containing the word E-WOM.

1. 11. The influence and management of the electronic Word-of-Mouth within the French tourism industry

   University essay from Linnéuniversitetet/Institutionen för marknadsföring (MF)

   Author : Antoine Lecoq-Vallon; Mikaël Besse; [2014]
   Keywords : e-WOM; trip retailers; online communities; online communication;

   Abstract : Purpose The purpose of the paper is to understand how crucial of importance is e-WOM within the French tourism industry with a focus on trip retailers – travel agencies and tour-operators – by observing and analyzing how they encourage and manage e-WOM.   Methodology The paper uses deductive approach with a triangulation method based on a qualitative research through 24 semi-structured telephone interviews and a quantitative research through the behavior analysis of 112 trip retailers on online communities. READ MORE

3. 12. Klagomålshantering av e-handelsföretag på Facebook : ett ramverk för klagomålshantering

   University essay from SLU/Dept. of Economics

   Author : Andreas Hansson; Kristian Larsson; Billy Persson; [2014]
   Keywords : e-handel; Negativ mun-till-mun”; Facebook; klagomålshantering; kundlojalitet;

   Abstract : Svensk e-handel har de senaste åren vuxit kraftigt, vilket har lett till att andelen e-handels-företag har ökat i Sverige de senaste åren. Konsumenten har idag större valmöjlighet vid val av företag. Företagen erbjuder bra fraktvillkor, tryggare betalningsformer och mer användarvänliga hemsidor. READ MORE

4. 13. Banks' Counteractions against Customers' Online Criticism

   University essay from Akademin för hållbar samhälls- och teknikutveckling

   Author : Johanna Russo; Sara Pierre; [2012]
   Keywords : Bank; customer behavior; social media; dissatisfaction; online complaints; e-WOM; sCRM;

   Abstract : Abstract Title:             Banks’ Counteractions against Customers’ Online Criticism Date:             June 5, 2012 Institution:   School of sustainable development of society and technology, Mälardalen University Level:           Bachelor thesis in business administration, 15 ECTS Authors:       Sara Pierre and Johanna Russo                Tutor:           Carl G. Thunman Keywords:   Banks, social media, dissatisfaction, complaints, customer behavior, sCRM, and e-WOM Purpose:       The purpose of this thesis is to describe and analyze how, where and why customers criticize the banking sector through online platforms, how the banks choose to defend themselves and counter this criticism, and to what extent these complaints may proliferate if not dealt with. READ MORE