In English

En jämförelse av speditionsföretag inom begreppet kundservice i Kina och Sverige

Björn Olsson ; Hans Carlsson
Göteborg : Chalmers tekniska högskola, 2012. 71 s.
[Examensarbete på grundnivå]

This report is a survey about the concept of customer service and how companies perceive it in the forwarding industry in China and in Sweden. In order to measure and compare customer service between two different shipping companies the report used a variety of definitions and themes inspired by various analytical tools in customer service and logistics, as SERQVAL and CSI. It also discusses a few different themes such as the vision of the companies, education, culture, etc. to compare how the companies in both countries are working with customer service. Data collection was conducted in China and Sweden through interviews, observations and a questionnaire. The results of these interviews were analyzed to determine differences and similarities between the two countries, both within the definitions of the concept of customer service but also how to work with them. The collected material gave a lot to analyze and showed clear differences between the countries. Several numbers of parameters in the analyzed material was not anticipated, which created a wider discussion in our results. The discussion has been divided into the themes set structure of the entire work and further also divided into the definitions for further analysis of the collected material. The work shows that there exist differences between countries regarding the concept of customer service. First, it distinguishes between approaches in different countries and how businesses deal with internal visions and policies. Differences were perceived even on relational structures to corporate customers and how they value the different definitions.

Nyckelord: customer service, transportation, China, Sweden, freight forwarding, logistics



Publikationen registrerades 2012-11-29. Den ändrades senast 2013-04-04

CPL ID: 166842

Detta är en tjänst från Chalmers bibliotek