Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting. Among other things, personnel and customers confront each other in a physical meeting and during the first few seconds is what Normann (2002) call the moment of truth. The purpose of this paper is to find out how service is working over the Internet. We also want to contribute with increased insight of the interaction between customer and provider over the Internet. To examine how service works over the Internet and how customers are treated. Theories that include e-CRM, Image concept and e-SERVQUAL have been used. Interviews took place with various actors within the tourism industry. Parasuraman, et al. (2002) and Kuo, et al. (2005) say that companies need to understand what the customer wants to do on their website and meet the needs of the customer and to exceed customers’ expectations.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:sh-4802 |
| Date | January 2010 |
| Creators | Björk, Carolina, Lengroth, Anna, Eggeborn, Sofie |
| Publisher | Södertörns högskola, Institutionen för ekonomi och företagande, Södertörns högskola, Institutionen för ekonomi och företagande, Södertörns högskola, Institutionen för ekonomi och företagande |
| Source Sets | DiVA Archive at Upsalla University |
| Language | Swedish |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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