Cordero, Dora (A.A. 2020/2021) Employee job satisfaction, service quality, and customer satisfaction in platform to consumer delivery services. Tesi di Laurea in Organizational issues in marketing and sales, Luiss Guido Carli, relatore Fabian Kurt Falk Homberg, pp. 91. [Master's Degree Thesis]

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Abstract/Index

Literature review. The service profit chain (SPC). The employment characteristics of FDAs. Drivers of employee job satisfaction in FDAs. Employee job satisfaction and customer satisfaction. The nature of service quality in FDAs. The mediating effect of service quality. Online reviews and job satisfaction. Online reviews, service quality, and customer aatisfaction. Case studies investigated and their business models. Methodology. Data collection. Data pre-processing. Topic modeling. Predictive modeling. Results. Preliminary analysis. Mediation analysis. Discussion.

References

Bibliografia: pp. 66-75.

Thesis Type:	Master's Degree Thesis
Institution:	Luiss Guido Carli
Degree Program:	Master's Degree Programs > Master's Degree Program in Marketing (LM-77)
Chair:	Organizational issues in marketing and sales
Thesis Supervisor:	Homberg, Fabian Kurt Falk
Thesis Co-Supervisor:	Innocenti, Laura
Academic Year:	2020/2021
Session:	Summer
Deposited by:	Alessandro Perfetti
Date Deposited:	03 Dec 2021 15:15
Last Modified:	03 Dec 2021 15:15
URI:	https://tesi.luiss.it/id/eprint/30867

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