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Service på Internet – Hur service erbjuds av företag som säljer resor på Internet
Södertörn University College, School of Business Studies.
Södertörn University College, School of Business Studies.
Södertörn University College, School of Business Studies.
2010 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
Web based service – How service is being provided by companies that sell trips over the Internet (English)
Abstract [en]

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting. Among other things, personnel and customers confront each other in a physical meeting and during the first few seconds is what Normann (2002) call the moment of truth.

The purpose of this paper is to find out how service is working over the Internet. We also want to contribute with increased insight of the interaction between customer and provider over the Internet.

To examine how service works over the Internet and how customers are treated. Theories that include e-CRM, Image concept and e-SERVQUAL have been used. Interviews took place with various actors within the tourism industry. Parasuraman, et al. (2002) and Kuo, et al. (2005) say that companies need to understand what the customer wants to do on their website and meet the needs of the customer and to exceed customers’ expectations.

Place, publisher, year, edition, pages
2010. , 35 p.
Keyword [en]
web based service, service encounter, the moment of truth, service quality over the Internet.
Keyword [sv]
Service på Internet, servicemötet, moment of truth, servicekvalité på Internet.
Identifiers
URN: urn:nbn:se:sh:diva-4802OAI: oai:DiVA.org:sh-4802DiVA: diva2:373106
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2010-11-30 Created: 2010-11-30 Last updated: 2010-11-30Bibliographically approved

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1a3d71f432115433995a6b0639238a1c4e326769927c69b28be801c7b9a1b70204f6ece3355632bb19f901b2a33afd62e82eafc482e7b744c1bbba2d0102b0d9
Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • 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