Service Failure och Service Recovery inom snabbmatskedja branschen
Title: Service Failure och Service Recovery inom snabbmatskedja branschenLevel: Bachelor’s degreeFörfattare: Sami Sami & Aya BelkhairSupervisor: Peter EkDate: 2022 - JuneAim: The purpose of the study is to explore the methods that leaders and employees in the fast-food industry apply to create a...
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Högskolan i Gävle, Avdelningen för ekonomi
2022
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fthoegskolangaev:oai:DiVA.org:hig-40501 2023-05-15T18:11:31+02:00 Service Failure och Service Recovery inom snabbmatskedja branschen Belkhair, Aya Sami, Sami 2022 application/pdf http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-40501 swe swe Högskolan i Gävle, Avdelningen för ekonomi http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-40501 info:eu-repo/semantics/openAccess Service recovery Service Failure Interpersonella Misslyckanden Kärnfel Processuella Misslyckande Trovärdighet Justice Theory Business Administration Företagsekonomi Student thesis info:eu-repo/semantics/bachelorThesis text 2022 fthoegskolangaev 2022-12-01T17:14:53Z Title: Service Failure och Service Recovery inom snabbmatskedja branschenLevel: Bachelor’s degreeFörfattare: Sami Sami & Aya BelkhairSupervisor: Peter EkDate: 2022 - JuneAim: The purpose of the study is to explore the methods that leaders and employees in the fast-food industry apply to create a Service Recovery (SR).Method: Qualitative study based on a deductive research approach, the interpretation of the result has been in accordance with a thematic analysis method. The empirical data has been collected with the help of semi-structured interviews that have taken place on site.Result and conclusion: The study has proven that the methods used for Service Recovery in the fast-food industry differ in details from the ordinary restaurant industry. Customers have more options in the form of offerings and easier access to the restaurant, which leads to their complaints being compensated more effectively. Contribution of the thesis: The attention of new Service Failure in the fast-food industry that did not occur in previous studies.Suggestion for future research: Investigate why different restaurants within the same franchise have varying SRs and guidelines.Keywords: Service Recovery, Service Failure, Interpersonal Failure, Core Failure, Processual Failure, Brand Credibility, Justice Theory Bachelor Thesis sami Gävle University: Publications (DiVA) |
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Open Polar |
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Gävle University: Publications (DiVA) |
op_collection_id |
fthoegskolangaev |
language |
Swedish |
topic |
Service recovery Service Failure Interpersonella Misslyckanden Kärnfel Processuella Misslyckande Trovärdighet Justice Theory Business Administration Företagsekonomi |
spellingShingle |
Service recovery Service Failure Interpersonella Misslyckanden Kärnfel Processuella Misslyckande Trovärdighet Justice Theory Business Administration Företagsekonomi Belkhair, Aya Sami, Sami Service Failure och Service Recovery inom snabbmatskedja branschen |
topic_facet |
Service recovery Service Failure Interpersonella Misslyckanden Kärnfel Processuella Misslyckande Trovärdighet Justice Theory Business Administration Företagsekonomi |
description |
Title: Service Failure och Service Recovery inom snabbmatskedja branschenLevel: Bachelor’s degreeFörfattare: Sami Sami & Aya BelkhairSupervisor: Peter EkDate: 2022 - JuneAim: The purpose of the study is to explore the methods that leaders and employees in the fast-food industry apply to create a Service Recovery (SR).Method: Qualitative study based on a deductive research approach, the interpretation of the result has been in accordance with a thematic analysis method. The empirical data has been collected with the help of semi-structured interviews that have taken place on site.Result and conclusion: The study has proven that the methods used for Service Recovery in the fast-food industry differ in details from the ordinary restaurant industry. Customers have more options in the form of offerings and easier access to the restaurant, which leads to their complaints being compensated more effectively. Contribution of the thesis: The attention of new Service Failure in the fast-food industry that did not occur in previous studies.Suggestion for future research: Investigate why different restaurants within the same franchise have varying SRs and guidelines.Keywords: Service Recovery, Service Failure, Interpersonal Failure, Core Failure, Processual Failure, Brand Credibility, Justice Theory |
format |
Bachelor Thesis |
author |
Belkhair, Aya Sami, Sami |
author_facet |
Belkhair, Aya Sami, Sami |
author_sort |
Belkhair, Aya |
title |
Service Failure och Service Recovery inom snabbmatskedja branschen |
title_short |
Service Failure och Service Recovery inom snabbmatskedja branschen |
title_full |
Service Failure och Service Recovery inom snabbmatskedja branschen |
title_fullStr |
Service Failure och Service Recovery inom snabbmatskedja branschen |
title_full_unstemmed |
Service Failure och Service Recovery inom snabbmatskedja branschen |
title_sort |
service failure och service recovery inom snabbmatskedja branschen |
publisher |
Högskolan i Gävle, Avdelningen för ekonomi |
publishDate |
2022 |
url |
http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-40501 |
genre |
sami |
genre_facet |
sami |
op_relation |
http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-40501 |
op_rights |
info:eu-repo/semantics/openAccess |
_version_ |
1766184173882572800 |