Essays about: "Niclas Dellham"

Found 1 essay containing the words Niclas Dellham.

  1. 1. An Empirical Model of Customer Relationships and Value Creation In a Service Industry

    University essay from Handelshögskolan i Stockholm/Institutionen för redovisning och finansiering

    Author : Markus Andersson; Niclas Dellham; [2006]
    Keywords : Value Creation; Service Profit Chain; Customer Satisfaction;

    Abstract : This paper presents a model in which measures of customer and employee satisfaction, as well as other measures, are inserted into a model of the value creation process of a service company in order to better understand their relevance in business. The model is supported using theory, starting in the Service Profit Chain theory from Heskett et al. READ MORE