Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Customer service online: an empirical investigation of customer service on web sites
1999 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

With the number of online companies growing apace it has become more crucial to satisfy the customers with customer service. Organisations understanding their customers' problems, needs and wants and providing professional customer service will most likely win in the marketspace. Excellent customer service deliver: satisfied customers, customer retention, and a positive word-of-mouth. This study covers the customer service activities offered online as well as the importance of design/layout of the Web site to simplify for the customer. The study is based on previous studies and direct observation of the Web sites of two companies. The results indicate that companies use several customer service activities but the traditional telephone service is being neglected. Futhermore, the design/layout contributes to customer service activities by offering menus, detailed information about the products and buying process.Quick and easy ordering give satisfied customers, which in turn leads to customers coming back for repeat business.

Place, publisher, year, edition, pages
1999.
Keyword [en]
Social Behaviour Law, customer service, internet, web sites
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
Identifiers
URN: urn:nbn:se:ltu:diva-53986ISRN: LTU-EKON-EX--99/075--SELocal ID: af74dbc7-dfea-4315-af6d-57ed2f4060a7OAI: oai:DiVA.org:ltu-53986DiVA: diva2:1027365
Subject / course
Student thesis, at least 15 credits
Educational program
Business Administration, bachelor's level
Examiners
Note
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

Open Access in DiVA

No full text

Search outside of DiVA

GoogleGoogle Scholar

Total: 8 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf