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Customer service in Cyberspace: contrasting case studies at two Swedish Web sites
2001 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The concept of customer service itself is nothing new. The area is, however, experiencing a significant change due to the evolvement of a new technology, often referred to as cyberspace. The ongoing debate and discussion concerning customer service in cyberspace, traditional theories and academic articles provided the foundation for the making of this study. Based on this, the aim of this study was to gain a deeper understanding of this new area and specifically of how customer service is provided in cyberspace. More specifically, the research questions posed dealt with how expectations on customer service in cyberspace are handled, how customer service in cyberspace can be described, and finally, how customer complaints are handled in cyberspace. Multiple contrasting case studies served as our research strategy, whereas the empirical data was gathered through direct observations of two Swedish Web sites and through telephone interviews with respondents involved with these Web sites. The analyses resulted in the following findings and conclusions. The researched companies perceive empathy, tangibles, responsiveness, and assurance as important expectations that customers have on good customer service in cyberspace. These expectations are dealt with in the same manner independent of industry. Moreover, easy navigation and distinctive design are keys when providing customer service in cyberspace. Finally, customer complaints are handled in the real world, although received in cyberspace.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, Customer service, kundservice, cyberspace, online, customer, internet, service, customer service in cyberspace, marketing, marknadsföring, internet marknadsföring
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-59118ISRN: LTU-SHU-EX--01/106--SELocal ID: fa5c184a-5ab7-4404-b324-c29df915c162OAI: diva2:1032506
Subject / course
Student thesis, at least 15 credits
Educational program
International Business and Economic, bachelor's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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