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- W75682911 abstract "This report is a survey about the concept of customer service and how companies perceive it inthe forwarding industry in China and in Sweden. In order to measure and compare customer servicebetween two different shipping companies the report used a variety of definitions and themes inspiredby various analytical tools in customer service and logistics, as SERQVAL and CSI. It also discusses afew different themes such as the vision of the companies, education, culture, etc. to compare how thecompanies in both countries are working with customer service. Data collection was conductedin China and Sweden through interviews, observations and a questionnaire. The results ofthese interviews were analyzed to determine differences and similarities between the twocountries, both within the definitions of the concept of customer service but also how to work withthem.The collected material gave a lot to analyze and showed clear differences between thecountries. Several numbers of parameters in the analyzed material was not anticipated, which created awider discussion in our results. The discussion has been divided into the themes set structure of theentire work and further also divided into the definitions for further analysis of the collected material.The work shows that there exist differences between countries regarding the concept of customerservice. First, it distinguishes between approaches in different countries and how businesses dealwith internal visions and policies. Differences were perceived even on relational structures tocorporate customers and how they value the different definitions." @default.
- W75682911 created "2016-06-24" @default.
- W75682911 creator A5036830588 @default.
- W75682911 creator A5056458463 @default.
- W75682911 date "2012-01-01" @default.
- W75682911 modified "2023-09-23" @default.
- W75682911 title "En jämförelse av speditionsföretag inom begreppet kundservice i Kina och Sverige" @default.
- W75682911 hasPublicationYear "2012" @default.
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