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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

"...support must also sometimes include control!" A qualitative study regarding social service workers view of the secondary housing market

The aim of this study was to examine the view of social service workers on the secondary housing market based upon their work with social investigations regarding people with a difficult substance abuse. The foundation of this study rests upon a phenomenon, which according to other scholars, occurs in the secondary housing market in Sweden. The secondary housing market consists of a multitude of h

An Investigation into a Grocery Store Loyalty Card and its Accompanying Promotional Benefits Effect on Service Loyalty

The purpose of this study is to investigate a loyalty card and its relation to accompanying promotional benefits, and their linkages to grocery retail service loyalty. Also, the aim sets out to find relationships between demographic variables and proneness towards the promotional benefits, the loyalty card, and loyalty. A quantitative approach has been assumed and empirical data has been collected

“I am not a consultant”: Dis-identification through Professional Discourse as An Agricultural Membership in The Advisory Services Organization

The aims of this thesis are to explore the process of (dis) identification considering its influence in securing and enhancing self-identity in the agricultural organization context through patterns of working behaviors. This research underscores negative and positive aspects of professional discourses that influence interpretative manners among organizational members. This study takes hermeneutic

Integration of Financial Services in the European Union: A Study regarding Taxation Issues in relation to Pension Rights.

Uttrycket handel har som oftast betytt handel med varor, men tjänstesektorn har internationellt alltid haft en stor betydelse. Det finns rättsliga frågor som sammanfaller mellan varuhandeln och tjänstehandeln. Det finns även olikheter som exempelvis att tjänstehandeln har stark anknyt-ning till den fria rörligheten för kapital och personer. Den teknologiska utvecklingen i industriländerna har gjor