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- Var vänlig klaga - En studie kring hur service recovery kan främja ett hotells konkurrensförmåga

Jönsson, Erik; Rave, Katarina and Warringer, Therese (2009)
Department of Service Management and 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)
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author
Jönsson, Erik; Rave, Katarina and Warringer, Therese
supervisor
organization
year
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},
  keyword      = {service recovery,hotellnäring,konkurrens,lojalitet,relationsmarknadsföring,klagomålshantering,Management of enterprises,Företagsledning, management},
  language     = {swe},
  note         = {Student Paper},
  title        = {- Var vänlig klaga - En studie kring hur service recovery kan främja ett hotells konkurrensförmåga},
  year         = {2009},
}