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Kundbemötande: Ur kundens perspektiv
University of Skövde, School of Technology and Society.
University of Skövde, School of Technology and Society.
2012 (Swedish)Independent thesis Basic level (university diploma), 10 credits / 15 HE creditsStudent thesisAlternative title
Customer service : From the customer perspective (English)
Abstract [sv]

Vi ville ta reda på hur kunden vill bli bemött av personalen i en klädbutik. Vi har fokuserat på det personliga mötet mellan personalen och kunden. Vår rapport fokuserar därmed inte på fysiska produkter utan på personlens beteende och agerande gentemot kunden, utifrån vad den vill. Teorin vi har använt oss av speglar till stor del hur personalen ska bemöta, men inte hur kunden vill bli bemött. Vi valde att ta reda på kundens åsikter genom en enkätundersökning. För att göra rapporten mer specifik valde vi även att se på skillnaden mellan manliga och kvinnliga kunder. Vi studerade även skillnaden mellan olika åldersgrupper på kunder från 20 år upp till 49 år. För att underlätta för butikspersonalen att kunna bemöta just sin kundgrupp korrekt. 

Abstract [en]

We wanted to find out how the customer wants to be treated by the staff in a clothing store. We have focused on the personal contact between staff and customers. Our report thus focuses not on the physical products but on the staff conduct and behavior towards the customer, based on what it wants. The theory we have used largely reflects how staff should respond, but not how the customer wants to be treated. We decided to find out the customer opinions through a questionnaire survey. To make the report more specific, we also chose to look at the difference between male and female customers. We also studied the difference between age groups of customers from 20 years up to 49 years. To make it easier for the staff to respond to their particular customer group correctly.

Place, publisher, year, edition, pages
2012. , 64 p.
Keyword [sv]
Kundbemötande, kundens perspektiv, hur vill kunden bemötas, customer service, kommunikation, bemötande, klädbutik
National Category
Business Administration
Identifiers
URN: urn:nbn:se:his:diva-6014OAI: oai:DiVA.org:his-6014DiVA: diva2:534098
Subject / course
Business Administration
Educational program
Retain Store Manager - Study Programme
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2012-06-18 Created: 2012-06-15 Last updated: 2012-06-18Bibliographically approved

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Kundbemötande: Ur kundens perspektiv(2696 kB)5132 downloads
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Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • 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