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How Does Service Management Affect Customer Satisfaction?: A Study Within the Swedish Consumer Electronics Retail Industry
Jönköping University, Jönköping International Business School, JIBS, Business Administration.
Jönköping University, Jönköping International Business School, JIBS, Business Administration.
2016 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
Hur påverkar service management kundnöjdhet? : En studie inom den svenska elektronikdetaljhandeln (Swedish)
Abstract [en]

Research about service management strategies effect on customer satisfaction is scarce. Service management and its implications on firms’ performance is a timely topic as many industries experience increased competition. This study attempts to contribute to this field by examining relationships between service management strategies and customer satisfaction within the Swedish high-end consumer electronics retail industry. The study also attempts to explore which service management strategies that store managers use as well as how they adopt themThis is done by combining data from interviews with a number of store managers and sellers, with data about customer satisfaction and customer’s perceptions of the service quality. 

The authors of this thesis found that store managers use a range of strategies to varying extent, for example empower employees and develop service oriented internal processes, and that these strategies are used actively and consciously to pursue a specific outcome. In addition, the study shows that there is a positive relationship between empowering sellers and customer satisfaction, this relationship is stronger when the sellers are properly informed about their authority. The thesis also suggests that well-functioning internal processes, such as inventory management, affect service quality and therefore also customer satisfaction positively. On the opposite, dysfunctional internal processes can be harmful for the service quality. At last, the authors found indications that a structured and ambitious effort to train sellers in technical skills increase customer satisfaction.

Place, publisher, year, edition, pages
2016. , 68 p.
Keyword [en]
Service Management, Customer Satisfaction, Swedish consumer electronics, Swedish retail, case study, SERVQUAL
National Category
Business Administration
URN: urn:nbn:se:hj:diva-30287ISRN: JU-IHH-FÖA-1-20160223OAI: diva2:933602
Subject / course
IHH, Business Administration
Available from: 2016-06-17 Created: 2016-06-06 Last updated: 2016-06-17Bibliographically approved

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