publication . Bachelor thesis . 2014

LSPs employees’ perception of customer service : How it influences the brand

Granat, Mattias; Nilsson, Camilla;
Open Access English
  • Published: 01 Jan 2014
  • Publisher: Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Centre of Logistics and Supply Chain Management
  • Country: Sweden
Abstract
Purpose - The purpose of this research is to analyse how employees’ perception of customer service is linked to the brand. The aim is to analyse the connections between brand and the employees’ perceptions and develop managerial implications based on those findings. Problem – Davis et al. (2008) brought the attention of the influence employees have in increasing or decreasing the firms’ brand. Connecting the employees work role in customer service to see how these influence the brand in reality at LSPs.   Method – A deductive mixed method was applied throughout this research and used in the format of several case studies. The qualitative data was retrieved from ...
Subjects
ACM Computing Classification System: ComputingMilieux_MISCELLANEOUSComputingMilieux_THECOMPUTINGPROFESSION
free text keywords: Logistics service providers, brand, employee, customer service
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