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Identification of performance gaps in service interactions that influence customer satisfaction
Blekinge Institute of Technology, Faculty of Engineering, Department of Industrial Economics.
Blekinge Institute of Technology, Faculty of Engineering, Department of Industrial Economics.
2014 (English)Independent thesis Advanced level (degree of Master (One Year))Student thesisAlternative title
Identifiering av Performance Gaps i samband med tjänsteinteraktioner som påverkar kundnöjdheten (Swedish)
Abstract [en]

This thesis project is aimed to investigate how gaps in the form of mistakes and flaws can be identified and minimized during customer service interactions. The Service Concept model by Goldstein et al. (2002) is used to create strategic alignment and to minimize the gap between customers’ needs and the company’s intentions of the delivered service. Also, Watkinson’s (2013) principles on how to create satisfied customers and enhancing the customer experience is used as well as Chien et al. (2002) framework for customer satisfaction. The GAPS Model by Parasuraman et. al. (2004) is also used to identify service quality gaps. The study is designed following the case study methodology. Data was collected through a qualitative means, interviewing a mix of employees at three levels (back-office, front-end and managers) at the service department at company Services1. Major findings were that customer expectations, quality and objectives, alignment of service strategy and execution, communication, relationships, customer satisfaction knowledge, motivation and engagement, and sharing customer feedback of the customer service were not unified and clear for all the levels. There are mismatches in the previous topics at Services1 that influence performance in customer satisfaction.

Abstract [sv]

Detta examensarbete syftar till att undersöka hur luckor (Performance Gaps) i form av misstag och brister kan identifieras och minimeras under interaktioner med kunder i ett tjänsteföretag. Service-concept-modellen utvecklad av Goldstein et al. (2002) har använts för att harmonisera och skapa en strategisk inriktning samt för att minimera gapet mellan kundernas behov och företagets intentioner av de levererade tjänsterna. Dessutom har Watkinson s (2013) principer om hur man skapar nöjda kunder och hur man kan förbättra kundupplevelsen används tillsammans med ramverket framtaget av Chien et al. (2002) för kundtillfredsställelse. GAPS Modellen som tagits fram av Parasuraman et. al. (2004) har också använts för att identifiera kvalitetsluckor i de levererade tjänsterna. Studien är utformad som en fallstudie och data har samlats in genom en kvalitativ metod, där intervjuer genomförts med en blandning medarbetare på tre nivåer (back-office, front-end och chefer) vid serviceavdelningen på Services1. Resultaten av arbetet var att kundernas förväntningar, kvalitet och mål, harmonisering av tjänstestrategier och genomförande samt kommunikation, relationer, kunskap om nöjda kunder, motivation och engagemang samt spridning av kundfeedback på de erbjudna tjänsterna var inte enhetliga och tydliga i alla nivåer på företaget. Det saknas samstämighet i de studerade tjänsteområdena på företaget Services1 som i sin tyr påverkar kundnöjdheten negativt.

Place, publisher, year, edition, pages
2014. , 60 p.
Keyword [en]
Customer Service, Customer Satisfaction, Service Strategy, Service Concept, Customer Experience, Service Quality, Service Quality Gaps
National Category
Business Administration Other Mechanical Engineering
Identifiers
URN: urn:nbn:se:bth-1975Local ID: oai:bth.se:arkivex1630BC72AD7B1CE5C1257D5F0062670EOAI: oai:DiVA.org:bth-1975DiVA: diva2:829235
Uppsok
Social and Behavioural Science, Law
Supervisors
Note
Haidar Shareef: +47-46859141 Jose Carlos Villatoro: +507 6613 2252Available from: 2015-04-22 Created: 2014-09-26 Last updated: 2015-06-30Bibliographically approved

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