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How an open and encouraging approach to customer complaints can reduce churn - An experimental study focused on customer interactions in SaaS companies followed a service failure

Purpose: This thesis mainly aims to investigate how an open and encouraging approach to customer complaints can affect churn in software as a service companies. This by examining how the approach affects the presentation of complaints, dissatisfaction, negative word-of-mouth and customers repurchase intention followed by a service failure. Methodology: The thesis applies a quantitative approach c

Analysis of Self Service Technology and Retail Brand Equity

The purpose of this study is to provide an examination, within grocery retailing, of whether a positive linkage between SST usage and consumer-based retailer brand equity exists. The study portrays co-creation as a key mediator, which means we are going to investigate whether different levels of customer co-creation, by means of SST usage, can help in building a strong retailer brand.

The Effects of Culture on Retail Customer Service Expectations in the US and Sweden

This thesis attempts to clarify the impact of cultural differences on customer expectations of service level. Furthermore, we want to determine whether or not expectations of service differ enough to be quantifiable between two countries, Sweden and the US, mostly regarded as similar in business practices. The conclusion showed that higher ratings on four of Hofstede’s five cultural indexes were a