"Klyschor som funkar" Göra rätt saker eller göra saker rätt : En studie om service recovery i hotellbranschen

Every business is subject to service failures. The process of correcting these failures and turning disappointed customers back into happy ones is called service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisf...

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Bibliographic Details
Main Authors: Eriksson, Magnus, Vestin, Johan
Format: Others
Language:Swedish
Published: Uppsala universitet, Företagsekonomiska institutionen 2007
Subjects:
Online Access:http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-89078
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spelling ndltd-UPSALLA1-oai-DiVA.org-uu-890782013-01-08T13:18:17Z"Klyschor som funkar" Göra rätt saker eller göra saker rätt : En studie om service recovery i hotellbranschensweEriksson, MagnusVestin, JohanUppsala universitet, Företagsekonomiska institutionenUppsala universitet, Företagsekonomiska institutionenUppsala : Universitetsbiblioteket2007Service recoveryBusiness studiesFöretagsekonomiEvery business is subject to service failures. The process of correcting these failures and turning disappointed customers back into happy ones is called service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisfied. To further complicate things, service recovery is a process where you may have to correct errors of others - people beyond your control. The research field is relatively new and there are no turn-key solutions as to how to systematically work with service recovery. That is why we study three big hotels with the purpose to compare how they do it. Through a series of interviews with key personnel we conclude that size is a determining factor for the need of systematic service recovery work, and that size does not affect the advantages of working with service recovery systematically. Student thesisinfo:eu-repo/semantics/bachelorThesistexthttp://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-89078application/pdfinfo:eu-repo/semantics/openAccess
collection NDLTD
language Swedish
format Others
sources NDLTD
topic Service recovery
Business studies
Företagsekonomi
spellingShingle Service recovery
Business studies
Företagsekonomi
Eriksson, Magnus
Vestin, Johan
"Klyschor som funkar" Göra rätt saker eller göra saker rätt : En studie om service recovery i hotellbranschen
description Every business is subject to service failures. The process of correcting these failures and turning disappointed customers back into happy ones is called service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisfied. To further complicate things, service recovery is a process where you may have to correct errors of others - people beyond your control. The research field is relatively new and there are no turn-key solutions as to how to systematically work with service recovery. That is why we study three big hotels with the purpose to compare how they do it. Through a series of interviews with key personnel we conclude that size is a determining factor for the need of systematic service recovery work, and that size does not affect the advantages of working with service recovery systematically.
author Eriksson, Magnus
Vestin, Johan
author_facet Eriksson, Magnus
Vestin, Johan
author_sort Eriksson, Magnus
title "Klyschor som funkar" Göra rätt saker eller göra saker rätt : En studie om service recovery i hotellbranschen
title_short "Klyschor som funkar" Göra rätt saker eller göra saker rätt : En studie om service recovery i hotellbranschen
title_full "Klyschor som funkar" Göra rätt saker eller göra saker rätt : En studie om service recovery i hotellbranschen
title_fullStr "Klyschor som funkar" Göra rätt saker eller göra saker rätt : En studie om service recovery i hotellbranschen
title_full_unstemmed "Klyschor som funkar" Göra rätt saker eller göra saker rätt : En studie om service recovery i hotellbranschen
title_sort "klyschor som funkar" göra rätt saker eller göra saker rätt : en studie om service recovery i hotellbranschen
publisher Uppsala universitet, Företagsekonomiska institutionen
publishDate 2007
url http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-89078
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AT vestinjohan klyschorsomfunkargorarattsakerellergorasakerrattenstudieomservicerecoveryihotellbranschen
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