Enhancing online customer service: the impact of empathy, active listening and proactive behavior on customer satisfaction
Kjersheim, Kaia Granum (A.A. 2022/2023) Enhancing online customer service: the impact of empathy, active listening and proactive behavior on customer satisfaction. Tesi di Laurea in Performance marketing, Luiss Guido Carli, relatore Francisco Javier Villarroel Ordenes, pp. 46. [Master's Degree Thesis]
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Abstract/Index
Literature review. Emotions as social information. Online customer service. Customer emotions and arousal states. Empathy. Active listening. Proactive customer service performance. Research method. Data description. Measurements. Modelling. Results. Discussion.
References
Bibliografia: pp. 20-31.
| 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: | Performance marketing |
| Thesis Supervisor: | Villarroel Ordenes, Francisco Javier |
| Thesis Co-Supervisor: | Farace, Stefania |
| Academic Year: | 2022/2023 |
| Session: | Summer |
| Deposited by: | Alessandro Perfetti |
| Date Deposited: | 30 Jan 2024 14:01 |
| Last Modified: | 30 Jan 2024 14:01 |
| URI: | https://tesi.luiss.it/id/eprint/37824 |
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