Essays about: "Neil Nolan"

Found 1 essay containing the words Neil Nolan.

  1. 1. Filtering service recovery feedback : A Case study research at Handelsbanken, Uppsala city

    University essay from Företagsekonomiska institutionen

    Author : Neil Nolan; David Rudström; [2008]
    Keywords : Service recovery; Service recovery feedback; Filtering; Handelsbanken; Tax Brown;

    Abstract : Research has shown that companies encourage customers to complain and gather huge amounts of service recovery information, although most of this information isn´t used by the companies. Our purpose with this thesis is to explore what determines the filtering of service recovery feedback, and if possible to identify its underlying reasons. READ MORE