Abstract
The purpose of this master’s thesis is to determine different effects service failure during the process of recovery in terms of customer complaints in the apparel industry can have. First, a comprehensive literature research was conducted, which provided a basis for further investigations, such as the development of the conceptual model and propositions. With the help of the conceptual model, ten propositions were set up and analyzed with the help of a qualitative study. Therefore, a qualitative questionnaire was developed and carried out, by interviewing a total of twenty participants. The interviews took place face-to-face and via online communication tools such as “Zoom” and “Microsoft Teams”. The aim of the study was to reveal service failure factors that occurred during the service recovery processes of companies. The results of this study, which are discussed within this master thesis, were derived from MAXQDA.
Statistik
Statistik
| Original language | English |
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| Supervisors/Reviewers |
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| Publication status | Published - 2021 |
Fields of science
- 502 Economics
- 502051 Economic statistics
- 502007 E-commerce
- 502020 Market research
- 502019 Marketing
- 508015 Business communication
- 508004 Intercultural communication
- 502016 SME-research
- 502052 Business administration
- 502030 Project management
- 502015 Innovation management
- 508013 Public relations
- 502029 Product management
- 502003 Foreign trade
- 502014 Innovation research
- 502045 Behavioural economics
- 502025 Econometrics
- 509017 Social studies of science
JKU Focus areas
- Sustainable Development: Responsible Technologies and Management
- Digital Transformation