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The Importance of Customer Information: A case study on SAS Sverige
Uppsala University, Humanistisk-samhällsvetenskapliga vetenskapsområdet, Faculty of Social Sciences, Department of Business Studies.
Uppsala University, Humanistisk-samhällsvetenskapliga vetenskapsområdet, Faculty of Social Sciences, Department of Business Studies.
2008 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

In recent years, customer information has been argued to be an important aspect in today’s competitive environment, and thereby a vital factor of an organizations future success, strangely researchers have find out that many large companies do not use or plan to use customer information to improve their services. The purpose with this thesis has thereby been to investigate how organizations are using customer information in service recovery, and for which objectives that the customer information is used. The purpose has been achieved through a qualitative case study that through interviews investigated how customer information is used in SAS Sverige. Our empirical findings indicate that SAS Sverige is using customer information to improve the overall service and increase the customers’ satisfaction, sometimes, even if the costs may be high. The investigation has determined that there are several important aspects within the organization that to a large extent follows the suggested theories in how to handle customer information, SAS Sverige has through our analysis shown that there exists great knowledge about the value of handle customer information correctly, it seems that they have understood the value of customer information.

Place, publisher, year, edition, pages
2008. , 34 p.
Keyword [en]
Service recovery, Service recovery process, Service failure, Customer information, Customer knowledge, Single loop learning, Double loop learning
National Category
Business Administration
Identifiers
URN: urn:nbn:se:uu:diva-9501OAI: oai:DiVA.org:uu-9501DiVA: diva2:132377
Uppsok
samhälle/juridik
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Available from: 2008-11-26 Created: 2008-11-26

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Output format
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