19 research outputs found
Complaint management by e-commerce companies within Facebook : a framework for complaint management
Svensk e-handel har de senaste Ären vuxit kraftigt, vilket har lett till att andelen e-handels-företag har ökat i Sverige de senaste Ären. Konsumenten har idag större valmöjlighet vid val av företag. Företagen erbjuder bra fraktvillkor, tryggare betalningsformer och mer anvÀndarvÀnliga hemsidor. Detta har gjort att förvÀntningarna hos kunden har stigit. NÄr inte företaget upp till kundens förvÀntningar och krav kan det resultera i negativa kommentarer. Relationen mellan företag och kund riskerar att bli försÀmrad. Historiskt sett skedde dessa klagomÄl via direktkontakt med företagen, men det har blivit allt vanligare att kunden uttrycker sitt klagomÄl pÄ sociala medier. Flera företag erbjuder idag kundtjÀnst via sociala medier, till exempel Twitter och Facebook. NÀr en kommentar skrivs pÄ sociala medier finns möjligheten att den nÄr en större grupp som tar emot budskapet, detta benÀms E-WoM.
Syftet med uppsatsen Àr att undersöka hur framgÄngsrika svenska e-handelsföretag med en aktiv kundtjÀnst inom sociala medier hanterar missnöjda kunder, för att förebygga eventuell negativ E-WoM. För att syftet ska uppfyllas Àmnar uppsatsen ge svar pÄ följande forskningsfrÄgor: hur hanterar fallföretagen klagomÄl pÄ sin Facebooksida och hur arbetar fallföretagen med att förebygga att klagomÄl influerar övriga konsumenter via negativ E-WoM. Syftet och frÄgestÀllningarna ska ligga till grund för ett ramverk som kan anvÀndas vid hantering av missnöjda kunder inom Facebook.
För att uppnÄ syftet och besvara frÄgorna har fallstudier och en litteraturstudie utförts.
I uppsatsens fallstudier analyseras de valda företagen Lekmer, Sportamore, Babyshop och ZooZoo. Vid val av företag fanns kriterierna att företagen enbart ska vara verksamma e-handelsföretag, att de mÄste ha tydliga konkurrenter, att företaget Àr framgÄngsrikt och att de arbetar aktivt med klagomÄlshantering. I en fallstudie undersöks företagens Facebookflöden, kundnöjdhetsindex, eventuella utmÀrkelser och Ärsredovisningar, vilket kompletterats med en mailintervju. Med kombinationen av empiri frÄn företagen och teori frÄn litteratur skapades ett gott underlag för analys.
Uppsatsens slutsats Ă€r att den ökade konkurrensen inom svensk e-handel resulterat i att företagen erbjuder bĂ€ttre erbjudanden Ă€n vad de kan hĂ„lla. NĂ€r företagen inte kan hĂ„lla vad de lovar nĂ„r de inte upp till kundens förvĂ€ntningar vilket gör att det uppstĂ„r ett missnöje hos kunden. För att hantera detta missnöje Ă€r en aktiv klagomĂ„lshantering viktig.Over the last couple of years, Swedish e-commerce has increased substantially, and as an effect, the amount of businesses within e-commerce has enhanced in Sweden as well. As of today, the customer has a great variety of companies to choose from. The companies provide good shipping terms, safer payment options and more user-friendly websites. A result of those factors is that the customer now holds higher expectations towards the companies. If the company canât reach those expectations of the customer, it may result in negative comments and reviews, which ultimately leads to a weaker relationship between the company and their customer. Historically, the customer complaints reached the company directly, while today it is more common to express complaints through different forms of social media. Today a lot of companies offer customer service through their social media-sites, for instance on Facebook and on Twitter. A comment written on any of the sites enables the possibility for the answer to reach a greater crowd, a phenomenon which goes by the name E-WoM.
The purpose of the essay is to study and analyze how successful Swedish companies within e-commerce, with an active customer service through social media, handles dissatisfied customers to prevent any possible negative E-WoM. To fulfill the aim, the essay intend to answer the following two questions: how do the companies in the chosen cases handle complaints on their Facebookpage and how do the companies in the chosen cases work to prevent complaints from reaching and influencing other customers through negative E-WoM. The purpose and the formulation of the questions will constitute the basis of a framework which can be used while handling dissatisfied customers through Facebook.
To achieve the purpose and to answer the questions, case-studies and studies through literature have been made. In the case studies of the essay, following companies have been analyzed Lekmer, Sportamore, Babyshop and ZooZoo. The companies chosen had to meet certain criteria: it had to be operational in the e-commerce business only, it had to have obvious competitors on the market, it had to be successful and finally it had to be working actively with handling of complaints. In one of the case studies, the Facebook-news feed is analyzed, along with an index of the customer satisfaction, potential awards assigned to the company and the annual reports. The case study is then completed with an interview through email. The combination of empirics from the companies and theory from the literature made up a sustainable foundation for analysis.
The conclusion of the essay is that the increase in competition within the Swedish e-commerce has caused the companies to have better offers than they actually can fulfill. When the companies cannot withhold their promises, they no longer meet the expectations of the costumers, which create dissatisfaction among the customer. To handle the dissatisfaction it is important for the company to have an active complaint management
Excitation of local magnetic moments by tunnelling electrons
The advent of milli-kelvin scanning tunneling microscopes (STM) with inbuilt
magnetic fields has opened access to the study of magnetic phenomena with
atomic resolution at surfaces. In the case of single atoms adsorbed on a
surface, the existence of different magnetic energy levels localized on the
adsorbate is due to the breaking of the rotational invariance of the adsorbate
spin by the interaction with its environment, leading to energy terms in the
meV range. These structures were revealed by STM experiments in IBM Almaden in
the early 2000's for atomic adsorbates on CuN surfaces. The experiments
consisted in the study of the changes in conductance caused by inelastic
tunnelling of electrons (IETS, Inelastic Electron Tunnelling Spectroscopy).
Manganese and Iron adatoms were shown to have different magnetic anisotropies
induced by the substrate. More experiments by other groups followed up, showing
that magnetic excitations could be detected in a variety of systems: e.g.
complex organic molecules showed that their magnetic anistropy was dependent on
the molecular environment, piles of magnetic molecules showed that they
interact via intermolecular exchange interaction, spin waves were excited on
ferromagnetic surfaces and in Mn chains, and magnetic impurities have been
analyzed on semiconductors. These experiments brought up some intriguing
questions: the efficiency of magnetic excitations was very high, the
excitations could or could not involve spin flip of the exciting electron and
singular-like behavior was sometimes found at the excitation thresholds. These
facts called for extended theoretical analysis; perturbation theories,
sudden-approximation approaches and a strong coupling scheme successfully
explained most of the magnetic inelastic processes. In addition, many-body
approaches were also used to decipher the interplay between inelasComment: Review article to appear in Progress of Surface Scienc
Lymphoepithelioma-like carcinoma of the vulva, an underrecognized entity? Case report with a single inguinal micrometastasis detected by sentinel node technique
This report describes an unusual EBV-negative lymphoepithelioma-like carcinoma of the vulva in a 73-year-old patient. The lesion was localised at the right minor labium and was resected by partial vulvectomy. A synchronous sentinel lymph node biopsy revealed a single micrometastasis in the right inguinal region, which prompted local radiotherapy. Follow-up nine months later showed only slight vulvar atrophy, without signs of local recurrence or distant metastases
Controlled manipulation of single atoms and small molecules using the scanning tunnelling microscope
Preserving young-of-the-year Perca fluviatilis
As it is often not possible to immediately analyse individuals sampled in the field, captured fish are preserved and stored for later investigation. The objective of this study was to assess the effects of various preservation methods on subsequent changes in morphometric parameters while also providing correction factors to re-calculate the original body dimensions when sampled fish are measured at a later date. In this study, juvenile perch (Perca fluviatilis, 66.5 +/- 10.2 mm total length) were measured directly after capture, then either frozen at -20 degrees C, preserved in 70% ethanol, or in 4% formalin. They were again measured after 24 h, 3 days, 7 days, and thereafter on a weekly basis for 8 weeks. Ethanol-preserved perch greatly decreased length and weight; formalin preservation also led to a comparable length reduction, but increased the weight of the perch. In contrast, frozen perch showed less shrinkage and only moderate weight loss. Of the three preservation methods, freezing clearly caused the fewest distortions. Hence, freezing is recommend as the most preferable preservation method, especially in multi-disciplinary studies on fish ecology; for all other preservation methods the correction factor over time will have to be pre-determined for each species and size class