Essays about: "customer satisfaction program"

Showing result 1 - 5 of 23 essays containing the words customer satisfaction program.

  1. 1. Human-Like Chatbot : A quantitative study of the emotional response toward human-to-machine interaction

    University essay from Högskolan i Halmstad/Akademin för företagande, innovation och hållbarhet

    Author : Anastasiia Jönsson; Clara Nordberg; [2023]
    Keywords : Digital Marketing; Chatbot; Emotion; Empathy; Humanlike; Human-to-machine interaction; ChatGPT;

    Abstract : Problem formulation: The problem that the thesis research relates to is the limitations of artificially intelligent chatbots as interlocutors. The emotional component of communication plays an essential role in the customer experience, but many users have a negative attitude toward chatbots due to their lack of humanity and empathy. READ MORE

  3. 2. What Dictates Consumer's Loyalty?

    University essay from Handelshögskolan i Stockholm/Institutionen för marknadsföring och strategi

    Author : Gustav Moberg; [2023]
    Keywords : Loyalty; Loyalty Programs; Marketing; Satisfaction; Perceived Advantages;

    Abstract : Since American Airlines launched its first frequent flyer program in the 1980s the usage of customer loyalty programs has spread greatly. Now they are found in many industries in different shapes and forms. READ MORE

  4. 3. Loyalty Program Termination Recovery - A quantitative study on the efficacy of compensation and explanation recovery efforts in mitigating negative reactions following a loyalty program termination

    University essay from Handelshögskolan i Stockholm/Institutionen för företagande och ledning

    Author : Marcus Hagström; Karl Granbom; [2023]
    Keywords : Loyalty program termination; Service failure; Recovery efforts; Compensation; Explanation;

    Abstract : Loyalty program (LP) practitioners increasingly face the necessity to terminate their LP considering the disadvantages to LP management, the fact that LPs continually fail to be of value to many members and the growing shift towards subscription-based loyalty models. Aware that terminations lead to negative customer reactions, managers will inevitably wonder how to mitigate such reactions so as to retain customers and diminish negative backlash. READ MORE

  5. 4. Customer satisfaction and SST - How can these two factors come to be? : A quantitative research study on the impact of self service technology on customer satisfaction in the healthcare sector

    University essay from Umeå universitet/Företagsekonomi

    Author : Lovisa Sundin; Sai Bhalerao; [2022]
    Keywords : ;

    Abstract : The main purpose of conducting this study is to investigate the effects of factors capturingthe use of SST on attitude towards SST and customer satisfaction in the public healthcaresector. More specifically, the study examines the impact of technology readiness, needfor human interaction, perceived trust, perceived usefulness and perceived ease of use onattitude towards SST and customer satisfaction. READ MORE

  6. 5. Do you mind talking to a chatbot? : A quantitative study about how chatbots affect the digital customer experience within Swedish banks. 

    University essay from Linnéuniversitetet/Institutionen för marknadsföring (MF)

    Author : Anna Hultman; Mikaela Zarki; [2021]
    Keywords : Artificial Intelligence; Chatbot; Swedish Banking Sector; Technical Quality; Technical Service Quality; Customer Experience; Customer Satisfaction.;

    Abstract : This bachelor's degree thesis aims to increase the understanding of how chatbots affect the digital customer experience within Swedish banks. Furthermore, this study examines how bank chatbot's technical quality affects the digital customer experience. READ MORE