Valittamatta jättäminen mobiilisovelluskontekstissa
The subject of this thesis is non-complaining behavior in mobile application context. The main focus is on the reasons which make consumers not to complain when they face unsatisfying experiences with mobile applications. The study deepens the knowledge of the phenomenon through literacy review and...
| Main Author: | |
|---|---|
| Other Authors: | , , , , , |
| Format: | Master's thesis |
| Language: | fin |
| Published: |
2015
|
| Subjects: | |
| Online Access: | https://jyx.jyu.fi/handle/123456789/46284 |
| Summary: | The subject of this thesis is non-complaining behavior in mobile application context.
The main focus is on the reasons which make consumers not to complain
when they face unsatisfying experiences with mobile applications. The study
deepens the knowledge of the phenomenon through literacy review and theme
interviews. In mobile application context the main reasons for uncomplaining
were common negative attitudes towards mobile application business and the
ease of acquiring substitutes. It also became known, according to the results, that
the most efficient ways for businesses to get more complaints are through communicating
the will of taking the complaints seriously and through giving promises
of response for customers.
|
|---|