{"id":"https://openalex.org/W73344328","doi":null,"title":"Kundn\u00f6jdhet bakom kulisserna \u2013 en teoretisk och praktisk kartl\u00e4ggning av klagom\u00e5lshantering","display_name":"Kundn\u00f6jdhet bakom kulisserna \u2013 en teoretisk och praktisk kartl\u00e4ggning av klagom\u00e5lshantering","publication_year":2012,"publication_date":"2012-01-01","ids":{"openalex":"https://openalex.org/W73344328","mag":"73344328"},"language":"sv","primary_location":{"id":"pmh:oai:DiVA.org:hkr-9733","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-9733","pdf_url":null,"source":{"id":"https://openalex.org/S7407055280","display_name":"H\u00f6gskolan Kristianstad Publikationer","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/bachelorThesis"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-9733","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5045275063","display_name":"Sam Oueis","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Sam Oueis","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5045275063"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-complaint-handling","display_name":"complaint handling","score":0.9179999828338623},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9660000205039978},{"id":"https://openalex.org/keywords/customer-dissatisfaction","display_name":"customer dissatisfaction","score":0.7870000004768372},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.48399999737739563},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.45399999618530273},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.44699999690055847},{"id":"https://openalex.org/keywords/organizational-culture","display_name":"organizational culture","score":0.34200000762939453},{"id":"https://openalex.org/keywords/customer-oriented-behavior","display_name":"customer-oriented behavior","score":0.3490000069141388},{"id":"https://openalex.org/keywords/customer-oriented-strategy","display_name":"customer-oriented strategy","score":0.3310000002384186}],"concepts":[{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.33473172783851624}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:DiVA.org:hkr-9733","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-9733","pdf_url":null,"source":{"id":"https://openalex.org/S7407055280","display_name":"H\u00f6gskolan Kristianstad Publikationer","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/bachelorThesis"},{"id":"mag:73344328","doi":null,"is_oa":false,"landing_page_url":"http://hkr.diva-portal.org/smash/get/diva2:556165/FULLTEXT01","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:DiVA.org:hkr-9733","doi":null,"is_oa":true,"landing_page_url":"http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-9733","pdf_url":null,"source":{"id":"https://openalex.org/S7407055280","display_name":"H\u00f6gskolan Kristianstad Publikationer","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/bachelorThesis"},"sustainable_development_goals":[{"display_name":"Peace, justice, and strong institutions","score":0.8046000003814697,"id":"https://metadata.un.org/sdg/16"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":56,"referenced_works":["https://openalex.org/W158057442","https://openalex.org/W577825125","https://openalex.org/W614269925","https://openalex.org/W1517393307","https://openalex.org/W1527311855","https://openalex.org/W1556808170","https://openalex.org/W1561082337","https://openalex.org/W1589399253","https://openalex.org/W1590084057","https://openalex.org/W1594945480","https://openalex.org/W1964565777","https://openalex.org/W1965574139","https://openalex.org/W1968069164","https://openalex.org/W1975483721","https://openalex.org/W1976307935","https://openalex.org/W1980849707","https://openalex.org/W1989688030","https://openalex.org/W1997176931","https://openalex.org/W1999440225","https://openalex.org/W2000557768","https://openalex.org/W2006522742","https://openalex.org/W2025926893","https://openalex.org/W2026529293","https://openalex.org/W2036757472","https://openalex.org/W2037432126","https://openalex.org/W2046491831","https://openalex.org/W2057217669","https://openalex.org/W2058124215","https://openalex.org/W2059932892","https://openalex.org/W2066807331","https://openalex.org/W2068265912","https://openalex.org/W2068617136","https://openalex.org/W2069719943","https://openalex.org/W2070054856","https://openalex.org/W2074570145","https://openalex.org/W2077947807","https://openalex.org/W2080453036","https://openalex.org/W2081240094","https://openalex.org/W2094439750","https://openalex.org/W2095165626","https://openalex.org/W2096737858","https://openalex.org/W2097552874","https://openalex.org/W2098353584","https://openalex.org/W2099801393","https://openalex.org/W2109174512","https://openalex.org/W2134325158","https://openalex.org/W2137247419","https://openalex.org/W2139746788","https://openalex.org/W2141355378","https://openalex.org/W2153166148","https://openalex.org/W2155877305","https://openalex.org/W2157227301","https://openalex.org/W2313319791","https://openalex.org/W2739686252","https://openalex.org/W3121424256","https://openalex.org/W3124231823"],"related_works":["https://openalex.org/W1786972898","https://openalex.org/W1725902645","https://openalex.org/W7029700730","https://openalex.org/W330565483","https://openalex.org/W633890562","https://openalex.org/W1804016036","https://openalex.org/W877641292","https://openalex.org/W1904590362","https://openalex.org/W376645210","https://openalex.org/W1844373059"],"abstract_inverted_index":{"Internet":[0],"och":[1,56,91,104,113,188,256,275,323,335],"tj\u00e4nstesektorns":[2],"framfart":[3],"har":[4,81,199],"\u00f6kat":[5],"pressen":[6],"p\u00e5":[7,68,209,246,352],"organisationer":[8,201],"att":[9,29,33,44,53,69,102,193,205,220,241,265,269,307,329,349],"kunna":[10,206,331],"leverera":[11],"tillfredsst\u00e4llelse":[12],"hos":[13,59,77,96],"sina":[14],"kunder.":[15],"En":[16,26,48],"organisations":[17],"ekonomiska":[18],"v\u00e4lm\u00e5ende":[19],"\u00e4r":[20,43,61,74,101,142,251,305,309],"mycket":[21],"beroende":[22],"av":[23,89,130,177,234,260,271,280,295,316,366],"kundernas":[24],"v\u00e4lm\u00e5ende.":[25],"f\u00f6ruts\u00e4ttning":[27],"f\u00f6r":[28,52,87,109,122,126,160,204,328,348,358],"f\u00e5":[30,105],"en":[31,41,62,70,75,84,92,106,133,136,139,152,156,161,200,214,229,278,302,333,363],"kund":[32,154],"\u00e5terkomma":[34],"samt":[35,135,155,181,292],"sprida":[36],"ett":[37,210,223,371],"positivt":[38],"budskap":[39],"om":[40,219,227,254],"organisation":[42,230],"kundens":[45],"behov":[46],"tillgodosetts.":[47],"metod":[49],"som":[50,141,282,299,304],"till\u00e4mpas":[51],"reducera":[54],"missn\u00f6je":[55,353,373],"uppn\u00e5":[57],"tillfredsst\u00e4llelsen":[58],"kunderna":[60],"effektiv":[63,71],"klagom\u00e5lshantering.":[64,127],"Olyckligtvis":[65],"visar":[66],"teorin":[67,319],"klagom\u00e5lshantering":[72,112,157,172],"inte":[73,217,242,350],"sj\u00e4lvklarhet":[76],"m\u00e5nga":[78],"organisationer.":[79],"Ist\u00e4llet":[80],"det":[82,115,119,286],"saknats":[83],"systematisk":[85],"strategi":[86],"bearbetning":[88],"klagom\u00e5l":[90,178,183,208],"tilltro":[93],"till":[94,297],"validiteten":[95],"klagom\u00e5l.":[97,224,235,261],"M\u00e5let":[98],"med":[99,138,166,285,326,345],"uppsatsen":[100],"utv\u00e4rdera":[103],"djupare":[107],"f\u00f6rst\u00e5else":[108],"best\u00e5ndsdelar":[110],"i":[111,145,318],"utifr\u00e5n":[114],"f\u00f6rs\u00f6ka":[116],"kartl\u00e4gga":[117],"ifall":[118],"finns":[120],"st\u00f6d":[121],"den":[123,195,313],"empiriska":[124],"modellen":[125,197],"Rapporten":[128],"best\u00e5r":[129],"tv\u00e5":[131],"delar:":[132],"litteraturstudie":[134],"intervjustudie":[137],"person":[140],"v\u00e4l":[143],"insatt":[144],"hur":[146,175,182,228],"klagom\u00e5lshanteringen":[147],"till\u00e4mpas.":[148],"F\u00f6rst":[149],"beskrivs":[150],"vad":[151],"n\u00f6jd":[153],"kan":[158,179,370],"betyda":[159],"organisation.":[162],"Sedan":[163],"analyseras":[164],"intervjuerna":[165],"fokus":[167],"p\u00e5,":[168],"under":[169],"vilka":[170],"f\u00f6ruts\u00e4ttningar":[171,203,347],"bedrivs":[173],"av,":[174],"infl\u00f6det":[176,259],"stimuleras,":[180],"hanteras.":[184],"Slutligen":[185],"j\u00e4mf\u00f6rs":[186],"teori":[187],"empiriinnan":[189],"resultaten":[190],"analyseras.":[191],"Genom":[192],"till\u00e4mpa":[194],"teoretiska":[196],"CCMS":[198,342],"bra":[202,211],"hantera":[207],"s\u00e4tt.":[212],"Men":[213],"klagom\u00e5lhantering":[215],"handlar":[216,226],"bara":[218],"processa":[221],"igenom":[222],"Mycket":[225,315],"jobbar":[231],"kring":[232],"bearbetningen":[233],"Att":[236],"majoriteten":[237],"missn\u00f6jda":[238,267],"kunder":[239,268,291,298],"v\u00e4ljer":[240],"klaga":[243],"b\u00f6r":[244,324,341],"tas":[245],"stort":[247],"allvar.":[248],"I":[249],"empirin":[250],"man":[252],"medveten":[253],"problemet":[255],"f\u00f6rs\u00f6ker":[257],"stimulera":[258],"Det":[262],"sker":[263,320],"genom":[264,273,321,362],"uppmana":[266],"h\u00f6ra":[270],"sig,":[272],"broschyrer":[274],"hemsida,":[276],"erbjuda":[277],"tillg\u00e4nglighet":[279],"kundombudsman":[281],"hj\u00e4lper":[283],"kunden":[284],"praktiska,":[287],"vara":[288],"ute":[289],"bland":[290,311],"riktade":[293],"utskick":[294],"enk\u00e4ter":[296],"slutar.":[300],"Ytterligare":[301],"sak":[303],"viktig":[306],"beakta":[308],"kommunikation":[310],"personalen,":[312],"verbala.":[314],"kommunikationen":[317],"systemet":[322],"kompletteras":[325],"m\u00f6ten,":[327],"l\u00e4ttare":[330],"f\u00f6ra":[332],"dialog":[334],"lyfta":[336],"fram":[337],"viktiga":[338],"aspekter.":[339],"Vidare":[340],"\u00e4ven":[343],"appliceras":[344],"r\u00e4tt":[346],"sp\u00e4":[351],"ytterligare.":[354],"Med":[355],"st\u00f6rre":[356],"insyn":[357],"kunden,":[359],"vilket":[360],"m\u00f6jligg\u00f6rs":[361],"kontinuerlig":[364],"uppdatering":[365],"sj\u00e4lva":[367],"\u00e4rendets":[368],"status,":[369],"upptrappat":[372],"undvikas.":[374]},"counts_by_year":[],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
