- Var vänlig klaga - En studie kring hur service recovery kan främja ett hotells konkurrensförmåga
(2009)Department of Service Studies
- Abstract
- What we generally are lacking within the field of research regarding complaint management is a more niched knowledge about its usability and potential to foster competitive capability within a specific industry. The thesis main objective is the hotel industry and we have found a knowledge gap regarding how service recovery can foster a hotels competitive capability.
Our purpose is to describe and analyze how service recovery can foster a hotels competitive capability.
The thesis is constructed according to a qualitative manor with semi-structured interviews conducted with qualified persons as a source of empirical material. The thesis is seen through a deductive framework.
The empirical material is based upon semi-structured interviews... (More) - What we generally are lacking within the field of research regarding complaint management is a more niched knowledge about its usability and potential to foster competitive capability within a specific industry. The thesis main objective is the hotel industry and we have found a knowledge gap regarding how service recovery can foster a hotels competitive capability.
Our purpose is to describe and analyze how service recovery can foster a hotels competitive capability.
The thesis is constructed according to a qualitative manor with semi-structured interviews conducted with qualified persons as a source of empirical material. The thesis is seen through a deductive framework.
The empirical material is based upon semi-structured interviews with two employees at the Best Western Hotel Duxiana and with two employees at the Scandic Helsingborg Nord.
Our research has found that service recovery can be used to foster a hotels competitive capabilities. This because its focus regarding guest oriented complaint management within the hotel industry has been found contributing to increased guest satisfaction and loyalty, improved reputation, heightened organisational knowledge and deepened guest relations. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/1436484
- author
- Jönsson, Erik ; Rave, Katarina and Warringer, Therese
- supervisor
- organization
- year
- 2009
- type
- H1 - Master's Degree (One Year)
- subject
- keywords
- service recovery, hotellnäring, konkurrens, lojalitet, relationsmarknadsföring, klagomålshantering, Management of enterprises, Företagsledning, management
- language
- Swedish
- id
- 1436484
- date added to LUP
- 2009-06-12 00:00:00
- date last changed
- 2018-10-18 10:05:21
@misc{1436484,
abstract = {{What we generally are lacking within the field of research regarding complaint management is a more niched knowledge about its usability and potential to foster competitive capability within a specific industry. The thesis main objective is the hotel industry and we have found a knowledge gap regarding how service recovery can foster a hotels competitive capability.
Our purpose is to describe and analyze how service recovery can foster a hotels competitive capability.
The thesis is constructed according to a qualitative manor with semi-structured interviews conducted with qualified persons as a source of empirical material. The thesis is seen through a deductive framework.
The empirical material is based upon semi-structured interviews with two employees at the Best Western Hotel Duxiana and with two employees at the Scandic Helsingborg Nord.
Our research has found that service recovery can be used to foster a hotels competitive capabilities. This because its focus regarding guest oriented complaint management within the hotel industry has been found contributing to increased guest satisfaction and loyalty, improved reputation, heightened organisational knowledge and deepened guest relations.}},
author = {{Jönsson, Erik and Rave, Katarina and Warringer, Therese}},
language = {{swe}},
note = {{Student Paper}},
title = {{- Var vänlig klaga - En studie kring hur service recovery kan främja ett hotells konkurrensförmåga}},
year = {{2009}},
}