Complaint management by e-commerce companies within Facebook : a framework for complaint management

Svensk e-handel har de senaste åren vuxit kraftigt, vilket har lett till att andelen e-handels-företag har ökat i Sverige de senaste åren. Konsumenten har idag större valmöjlighet vid val av företag. Företagen erbjuder bra fraktvillkor, tryggare betalningsformer och mer användarvänliga hemsidor. Detta har gjort att förväntningarna hos kunden har stigit. Når inte företaget upp till kundens förväntningar och krav kan det resultera i negativa kommentarer. Relationen mellan företag och kund riskerar att bli försämrad. Historiskt sett skedde dessa klagomål via direktkontakt med företagen, men det har blivit allt vanligare att kunden uttrycker sitt klagomål på sociala medier. Flera företag erbjuder idag kundtjänst via sociala medier, till exempel Twitter och Facebook. När en kommentar skrivs på sociala medier finns möjligheten att den når en större grupp som tar emot budskapet, detta benäms E-WoM. Syftet med uppsatsen är att undersöka hur framgångsrika svenska e-handelsföretag med en aktiv kundtjänst inom sociala medier hanterar missnöjda kunder, för att förebygga eventuell negativ E-WoM. För att syftet ska uppfyllas ämnar uppsatsen ge svar på följande forskningsfrågor: hur hanterar fallföretagen klagomål på sin Facebooksida och hur arbetar fallföretagen med att förebygga att klagomål influerar övriga konsumenter via negativ E-WoM. Syftet och frågeställningarna ska ligga till grund för ett ramverk som kan användas vid hantering av missnöjda kunder inom Facebook. För att uppnå syftet och besvara frågorna 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 måste ha tydliga konkurrenter, att företaget är framgångsrikt och att de arbetar aktivt med klagomålshantering. I en fallstudie undersöks företagens Facebookflöden, kundnöjdhetsindex, eventuella utmärkelser och årsredovisningar, vilket kompletterats med en mailintervju. Med kombinationen av empiri från företagen och teori från litteratur skapades ett gott underlag för analys. Uppsatsens slutsats är att den ökade konkurrensen inom svensk e-handel resulterat i att företagen erbjuder bättre erbjudanden än vad de kan hålla. När företagen inte kan hålla vad de lovar når de inte upp till kundens förväntningar vilket gör att det uppstår ett missnöje hos kunden. För att hantera detta missnöje är en aktiv klagomålshantering 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 can’t 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

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