AUTHOR
Berglund, Linn; Nyström, Erika

DATE
2004-09-08

DEPARTMENT
Business Administration and Social Sciences / Industrial marketing and e-commerce

SUMMARY
This study elucidates companies handling of customers complaints. By performing case studies on two companies within the travel business we found that the empirical study agreed with theories when showing awareness regarding processes and personnel aspects and that emphasis was put on the customer satisfaction aspect. Our investigation also showed that both companies used well developed and functioning systems and plans, with suitable means for recovery but that none of the companies’ choose to follow up prior complaints. The investigated companies used two-way communication and standardized as well as customized solutions. We find that both companies could improve the motivating of employees since a lot is asked of especially frontline staff.

ISSN 1404-5508 / ISRN LTU-SHU-EX--04/238--SE / NR 2004:238