Increasing Revenue by regaining consumer trust
for TUI
Authors:
Sanne Leek
Date: September - November 2020
Lecturer: Maja Pesikan
,Table of Contents
1. INTRODUCTION..................................................................................................................................4
1.1 BACKGROUND....................................................................................................................................4
1.2 COMPANY DESCRIPTION........................................................................................................................4
1.3 PROBLEM STATEMENT..........................................................................................................................4
1.4 RESEARCH QUESTION...........................................................................................................................5
1.5 REPORT ORGANIZATION OF REPORT.........................................................................................................5
2. THEORETICAL FRAMEWORK...............................................................................................................6
2.1 INTRODUCTION...................................................................................................................................6
2.2 THEORETICAL PERSPECTIVES ON CONSUMER TRUST REPAIR............................................................................6
2.3 SELECTION OF THEORY AND CONCEPTUAL FRAMEWORK................................................................................7
2.4 CONCLUSION......................................................................................................................................7
3. METHODOLOGY..................................................................................................................................8
3.1 INTRODUCTION...................................................................................................................................8
3.2 RESEARCH DESIGN...............................................................................................................................8
3.3 DATA COLLECTION METHODS.................................................................................................................8
3.3.1 INTERVIEW DESIGN...................................................................................................................................8
3.3.2 OBSERVATION.........................................................................................................................................9
3.4 DATA ANALYSIS METHODS.....................................................................................................................9
3.4.1 DATA REDUCTION....................................................................................................................................9
3.4.2 DATA DISPLAY.........................................................................................................................................9
3.4.3 DRAWING OF CONCLUSIONS......................................................................................................................9
3.5 CONCLUSION......................................................................................................................................9
4. ANALYSIS..........................................................................................................................................11
4.1 INTRODUCTION.................................................................................................................................11
4.2 ANALYSIS.........................................................................................................................................11
4.2.1 GENERAL INFORMATION..........................................................................................................................11
4.2.2 REVENUE..............................................................................................................................................11
4.2.3 CONSUMER TRUST..................................................................................................................................12
4.2.4 FINANCIAL COMPENSATION......................................................................................................................13
4.2.5 INFORMATION SHARING..........................................................................................................................13
4.2.6 TIMING................................................................................................................................................14
4.3 CONCLUSION....................................................................................................................................14
5. CONCLUSIONS..................................................................................................................................16
5.1 RECOMMENDATIONS AND LIMITATIONS..................................................................................................16
2
, 5.2 WHAT HAS BEEN LEARNED...................................................................................................................17
6. BIBLIOGRAPHY..................................................................................................................................18
7. APPENDIX.........................................................................................................................................19
7.1 OVERVIEW TRUST REPAIR VARIABLES.....................................................................................................19
7.2 INTERVIEW QUESTIONS.......................................................................................................................19
7.3 TABLE OF OPERATIONALIZATION...........................................................................................................20
7.4 DIVISION OF TASKS............................................................................................................................20
7.5 INTERVIEW TRANSCRIBED....................................................................................................................21
7.6 FIELD NOTES....................................................................................................................................26
3
for TUI
Authors:
Sanne Leek
Date: September - November 2020
Lecturer: Maja Pesikan
,Table of Contents
1. INTRODUCTION..................................................................................................................................4
1.1 BACKGROUND....................................................................................................................................4
1.2 COMPANY DESCRIPTION........................................................................................................................4
1.3 PROBLEM STATEMENT..........................................................................................................................4
1.4 RESEARCH QUESTION...........................................................................................................................5
1.5 REPORT ORGANIZATION OF REPORT.........................................................................................................5
2. THEORETICAL FRAMEWORK...............................................................................................................6
2.1 INTRODUCTION...................................................................................................................................6
2.2 THEORETICAL PERSPECTIVES ON CONSUMER TRUST REPAIR............................................................................6
2.3 SELECTION OF THEORY AND CONCEPTUAL FRAMEWORK................................................................................7
2.4 CONCLUSION......................................................................................................................................7
3. METHODOLOGY..................................................................................................................................8
3.1 INTRODUCTION...................................................................................................................................8
3.2 RESEARCH DESIGN...............................................................................................................................8
3.3 DATA COLLECTION METHODS.................................................................................................................8
3.3.1 INTERVIEW DESIGN...................................................................................................................................8
3.3.2 OBSERVATION.........................................................................................................................................9
3.4 DATA ANALYSIS METHODS.....................................................................................................................9
3.4.1 DATA REDUCTION....................................................................................................................................9
3.4.2 DATA DISPLAY.........................................................................................................................................9
3.4.3 DRAWING OF CONCLUSIONS......................................................................................................................9
3.5 CONCLUSION......................................................................................................................................9
4. ANALYSIS..........................................................................................................................................11
4.1 INTRODUCTION.................................................................................................................................11
4.2 ANALYSIS.........................................................................................................................................11
4.2.1 GENERAL INFORMATION..........................................................................................................................11
4.2.2 REVENUE..............................................................................................................................................11
4.2.3 CONSUMER TRUST..................................................................................................................................12
4.2.4 FINANCIAL COMPENSATION......................................................................................................................13
4.2.5 INFORMATION SHARING..........................................................................................................................13
4.2.6 TIMING................................................................................................................................................14
4.3 CONCLUSION....................................................................................................................................14
5. CONCLUSIONS..................................................................................................................................16
5.1 RECOMMENDATIONS AND LIMITATIONS..................................................................................................16
2
, 5.2 WHAT HAS BEEN LEARNED...................................................................................................................17
6. BIBLIOGRAPHY..................................................................................................................................18
7. APPENDIX.........................................................................................................................................19
7.1 OVERVIEW TRUST REPAIR VARIABLES.....................................................................................................19
7.2 INTERVIEW QUESTIONS.......................................................................................................................19
7.3 TABLE OF OPERATIONALIZATION...........................................................................................................20
7.4 DIVISION OF TASKS............................................................................................................................20
7.5 INTERVIEW TRANSCRIBED....................................................................................................................21
7.6 FIELD NOTES....................................................................................................................................26
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