Toleranszon och kundtillfredsställelse i tjänsteföretag

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The aim of this thesis is to describe how service companies through adjustment of the customer's zone of tolerance can influence customer's perception of the service during the processes of service delivery and create customer satisfaction. The method used was case study approach utilizing personal interviews, which were conducted at two service companies. The study showed that the aspects of the service that have greatest importance for the customer's assessment of the service and customer satisfaction among others are personal treatment and that personel behave in the way that makes the customer feel itself taken good care of and unique. The findings indicate that the companies try to create positive experiences in the beginning of service encounter in order to dispose the customer in a positive way towards other parts of service and to increase customer's tolerance for failures. They also try to eliminate negative transactions in the end of the service encounter due to in that phase there are less posibilities to repair misstakes. In general it seams that personal relationships with t...