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"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 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.

Identiferoai:union.ndltd.org:UPSALLA1/oai:DiVA.org:uu-89078
Date January 2007
CreatorsEriksson, Magnus, Vestin, Johan
PublisherUppsala universitet, Företagsekonomiska institutionen, Uppsala universitet, Företagsekonomiska institutionen, Uppsala : Universitetsbiblioteket
Source SetsDiVA Archive at Upsalla University
LanguageSwedish
Detected LanguageEnglish
TypeStudent thesis, info:eu-repo/semantics/bachelorThesis, text
Formatapplication/pdf
Rightsinfo:eu-repo/semantics/openAccess

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