No description available.

Diss. Stockholm : Handelshögskolan, 2005.

Diss. Lund : Lunds universitet, 2010.

Diss. Stockholm : Handelshögskolan i Stockholm, 2010.

No description available.

No description available.

Aim: The purpose of the essay is to study how companies, through the precision- and anchor-effect, can restore high customer satisfaction after a service failure, while maintaining the compensation at a relatively low level. Method: The method is a between-person design in the form of a scenario-based survey. The independent variable is the anchor value that was presented as a standard compensation for the service failure. 249 respondents answered the survey. These were divided into four different conditions where the independent variable varied between the conditions. The different conditions were (1) Exact standard compensation (SEK 247), (2) high rounded standard compensation (SEK 200), (3) low rounded standard compensation (SEK 300) and (4) a control condition without compensation. The conditions were chosen with the goal of being able to see a difference between the anchoring and the precision effect. Results and conclusions: The experiment shows that customers can be influenced by precise and rounded compensations. Standard compensation means that customers make a lower compensation demand, compared to the cases where company representatives fail to tell about these. The result also shows that precise standard compensation results in a lower compensation requirement than rounded standard compensation. The study also includes indications that precise sums, instead of rounded sums, in the standard compensation have a positive correlation with customer satisfaction after a service failure. This is because customers are affected by two factors when they demand compensation after a service error; the anchoring effect and the precision effect. If a standard compensation is offered, it will act as an anchor point when customers demand compensation. Contribution of the thesis: The essay aims to contribute to knowledge about how the precision and anchoring effect can contribute to a service error. As well as how these effects can be used in a more practical area. Suggestions for future research: It may be valuable to test the precision and anchoring effects in an experiment where the sums are larger than in the essay's case. With larger sums, larger differences can possibly emerge between the conditions. There with greater evidence for the effects. Keyword: Service recovery, precision effect, anchoring effect, compensation, and consumer psychology. / Syfte: Syftet med uppsatsen är att studera hur företag genom precisions- och förändringseffekten kan återupprätta hög kundnöjdhet efter ett servicefel, samtidigt som kompensationen bibehålls på en förhållandevis låg nivå. Metod: Metoden är en mellanpersonsdesign i form av en scenariobaserad enkätundersökning. Den oberoende variabeln är förankringsvärdet som presenterades som en standardersättning för servicefelet. 249 respondenter besvarade enkäten. Dessa var uppdelade i fyra olika betingelser där den oberoende variabeln varierade mellan betingelserna. De olika betingelserna var (1) Precis standardersättning (247 SEK), (2) hög avrundad standardersättning (200 SEK), (3) låg avrundad standardersättning (300 SEK) samt (4) en kontrollbetingelse utan ersättning. Betingelserna valdes med målet att kunna se skillnad mellan förankring- samt precisionseffekten. Resultat och slutsats:  Experimentet visar att kunder kan påverkas av precisa och avrundade ersättningar. Standardersättningar gör att kunder ställer ett lägre kompensationskrav, jämfört med de fall där företagsrepresentanter undgår berätta om dessa. Resultatet visar också att precisa standardersättningar ger ett lägre kompensationskrav än avrundade standardersättningar. Studien innefattar även indikationer på att precisa summor, istället för avrundade summor, i standardersättningen har positiv korrelation med kundnöjdheten efter ett servicefel. Detta då kunder påverkas av två faktorer när de kräver ersättning efter ett servicefel; förankringseffekten och precisionseffekten. Om en standardersättning erbjuds kommer den agera som en förankringspunkt när kunder kräver ersättning. Examensarbetets bidrag: Uppsatsen ämnar bidra till kunskap om hur precisions- samt förankringseffekten kan bidra vid ett servicefel. Samt hur dessa effekter kan användas i ett mer praktiskt område. Förslag till fortsatt forskning: Det kan vara värdefullt att testa precisions- och förankringseffekterna i ett experiment där summorna är större än i uppsatsens fall. Med större summor kan möjligtvis större skillnader framkomma mellan betingelserna. Där med större evidens för effekterna. Nyckelord: Service recovery, precisionseffekt, förankringseffekt, kompensation samt konsumentpsykologi.

Most literature on consumer decision-making concentrate on which attributes a certain brand evokes, how a brand is evaluated, or how well a brand can stand the competition of another brand. This is a bit funny since one of the most obvious aspects of decision-making for fast moving consumer goods (FMCGs) is that most products are never considered. Recalling a typical trip to a grocery store one probably realizes that most of the products simply were given no conscious attention. Chances are that a consumer notices less than 1% (of the perhaps close to 10.000 items in a regular grocery store) enough to consider if the item is of any interest. Therefore, in the present thesis the focus is on the influences that enhance, inhibit, or affect the processing of brands, brand associations, ads, or decision criteria, prior to reaching the level of conscious decision-making. These influences are regarded as non-conscious filters, making consumer decision-making as simple and flexible as required by many situations. The filters allow consumers to notice what they search for or what they normally pay attention to, and to ignore complex, disturbing, or unfamiliar stimuli. The thesis consists of an introduction chapter and five articles. The introduction chapter provides a comprehensive picture of the common theme of the articles, namely non-conscious influences on decision-making. The articles cover non-conscious influences during each of the five steps commonly included in the consumer decision-making process. Examples of questions that are elaborated on are: Which criteria influence the degree to which people behave habitually versus respond to marketing stimuli? What is influencing the choice of decision strategy? For example, what influences people to be more loyal versus more deal prone? And what makes people learn something new from an ad instead of just rehearsing what they already new? One aim of the present thesis is to answer questions like the ones stated above. Furthermore, it is argued that these influences are active at a stage before what could be defined as full conscious control. / Diss. Stockholm : Handelshögskolan, 2005 S. 1-112: sammanfattning, s. 113-228, [5] s.: 5 uppsater

Diss. Lund : Lunds universitet, 2010.