Essays about: "online service recovery"

Showing result 1 - 5 of 9 essays containing the words online service recovery.

1. 1. 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

3. 2. Are companies in Luleå not responding to negative reviews - and are consumers in Luleå reading the reviews?

   University essay from Luleå tekniska universitet/Institutionen för ekonomi, teknik, konst och samhälle

   Author : Johan Eriksson; Axel Rudling; [2022]
   Keywords : Electronic word-of-mouth; word-of-mouth; negative reviews; reviews; service recovery; eWOM; WOM; negative; positive; survey; Luleå;

   Abstract : People's engagements in social communities online have over recent years proven to be of great importance on others' opinions when purchasing products. Word-of-Mouth (WOM) has been around since ancient times and is a concept about consumers communicating with each other about their experience about services and products. READ MORE

4. 3. Brand Feedback and eWOM Sentiment on Twitter : Evaluating the effect of company response strategies in online public conversations

   University essay from Högskolan i Gävle/Företagsekonomi

   Author : Linnea Rudenius; [2020]
   Keywords : ;

   Abstract : Aim: The purpose of this study is to investigate how brand feedback response strategies impact eWOM sentiment in public conversations between consumers and businesses. Method: The study has been conducted by collecting over one million tweets from Twitter and performing automated sentiment analysis of these tweets. READ MORE

5. 4. Satisfaction, Trust and Loyalty following Returns in E-commerce – A Conceptual Model : A quantitative study on the return process from a consumer perspective.

   University essay from Umeå universitet/Företagsekonomi

   Author : Nils Fohlin; Gustav Hultman; [2020]
   Keywords : Satisfaction; Trust; Loyalty; E-commerce; Returns; Return Process;

   Abstract : The purpose of this study is to explore how the return process in e-commerce affects customers’ return satisfaction, trust and loyalty by developing a conceptual model of these relationships. An additional aim is to investigate how return satisfaction is correlated to trust and loyalty and finally to investigate how trust mediates the relationship from return satisfaction to loyalty. READ MORE

6. 5. Developing an Artificially Intelligent Tool for Grief Recovery

   University essay from KTH/Maskinkonstruktion (Inst.)

   Author : Matilda Landström; Nahal Mustafa; [2018]
   Keywords : ;

   Abstract : Artificiell intelligens, AI, har länge ersatt människor i fysiskt tunga och monotona uppgifter och har på senare år tagit sig in allt mer i vår vardag i form av allt från robotdammsugare, assistenter som Apples Siri till riktad reklam i sociala medier. I detta masterexamensarbete undersöks huruvida AI skulle kunna implementeras i mer personliga delar av livet, så som i ensorgebearbetningsprocess och hur ett sådant verktyg skulle se ut. READ MORE