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Assarsson, Ann Louise and Ericzon, Cim (2008) Hur uppfattas företagets service av slutkonsumenten? Other thesis, SLU.

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Abstract

We are two students of Horticulture management with marketing profile, now doing an extended course in Business Leadership within horticulture and agriculture. During our 2 years of studies we have used the same company once before, and this project is an expansion of a previous piece of work. We decided, in agreement with the company, to use an inquiry for our study. For this we have contacted 290 of the company's already existing customers. The primary purpose of the survey is to analyze the service offered by the company. This will help the company to get a better insight and deeper understanding for the customers perceive of the company's service. A secondary purpose is to update the customer record. We limit our research to already existing customers. The first question asked was "What does service mean to you?" Here 130 answered that obliging staff is the most important factor where service is concerned. Least important was range of products. Another question was who the customer had been in touch with. Only 97 respondents could name the member of staff, therefore many did not answer this question. Which indicates that staff should be instructed to introduce themselves, so as to encourage a more personal 'feel' and enhance the service provided. An important goal for all businesses in the service sector is that there is interaction between supplier and customer, to promote a positive and social energy in their relationship. To keep existing customers loyal, and encourage new customers, it is important to provide a greater excellent customer value for the customer. It is up to the management team to be clear on the importance of communication between customer and staff to retain customers, and instruct employees accordingly. It is not enough to say you provide good service; you have to prove it to the customers! Building a company takes a long time, but it can be ruined in a very short time.

Item Type: Thesis (Other)
Keywords: questionnaire study, customer survey, service management, service
Subject (faculty): Faculty of Veterinary Medicine and Animal Science > Dept. of Work Science, Business Economics and Environmental Psychology
Divisions: SLU > Faculty of Landscape Planning, Horticulture and Agricultural Science
Depositing User: Cim Ericzon
Date Deposited: 16 Oct 2008
Last Modified: 18 Aug 2015 10:08
URI: http://ex-epsilon.slu.se/id/eprint/2872

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