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Service criteria that create customer satisfaction: a study of the rock drilling tool industry
1999 (English)Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Improving customer service and helping the customer gain more value from a purchase has become a matter of prime importance for both large and small organizations. The offering of different services attached to the product is an important way to increase the customer value, given that the offer meets customer needs. This study aims to analyze what characteristics are important and add value to a customer regarding additional services. The study is done in cooperation with Atlas Copco and focuses on the rock drilling tool industry. Customers from different nations and with different relations to Atlas Copco have been interviewed in order to cover as many aspects of customer service as possible. This report suggests five factors that are critical for a service offer to create customer satisfaction. However, the nature of customer satisfaction makes it difficult to generalize, it is not only industry-unique but also customer-unique.

Place, publisher, year, edition, pages
Keyword [en]
Technology, customer relations, service, satisfaction, service criteria, business service, industrial marketing
Keyword [sv]
URN: urn:nbn:se:ltu:diva-43955ISRN: LTU-EX--99/287--SELocal ID: 1c27b9cb-1b5f-449c-b327-02e6560f4cceOAI: diva2:1017229
Subject / course
Student thesis, at least 30 credits
Educational program
Civil Engineering programmes 1997-2000, master's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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