publication . Bachelor thesis . 2018

An empirical thesis of service recovery in the package holiday industry

By, Angelica; Kaspersson, Elisabeth;
Open Access English
  • Published: 01 Jan 2018
  • Publisher: Karlstads universitet, Handelshögskolan
  • Country: Sweden
Purpose: The aim of this thesis is to gain an understanding what it is within the vacation offering that makes certain customers dissatisfied with a service recovery effort. Design/methodology/approach: The basis of the thesis is a qualitative approach since we want to gain an understanding about what it is in the service failure and service recovery that make customers dissatisfied. Although, a quantitative approach will be used as a supplement to the qualitative approach in order to seek patterns that we can interpret. By combining these approaches, it should enable us to gain an understanding about the customer’s dissatisfaction. Findings: The study found tha...
free text keywords: service failure, service recovery, justice dimension, hedonic values, satisfaction, Business Administration, Företagsekonomi
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