Filtering service recovery feedback : A Case study research at Handelsbanken, Uppsala city
Research has shown that companies encourage customers to complain and gather huge amounts of service recovery information, although most of this information isn´t used by the companies. Our purpose with this thesis is to explore what determines the filtering of service recovery feedback, and if poss...
| Main Authors: | , |
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| Format: | Others |
| Language: | English |
| Published: |
Uppsala universitet, Företagsekonomiska institutionen
2008
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| Subjects: | |
| Online Access: | http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-8778 |