Search for dissertations about: "service encounters"

Showing result 1 - 5 of 41 swedish dissertations containing the words service encounters.

2. 1. Customer-to-customer roles and impacts in service encounters

   Author : Linda Lee; Esmail Salehi-Sangari; Ian P McCarthy; Gerard Prendergast; KTH; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Service encounters; group service encounters; customer-to-customer interaction; customer cohort climates; other customers; service operations; online reviews; Industriell ekonomi och organisation; Industrial Engineering and Management;

   Abstract : This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. READ MORE

4. 2. Persistent Digital Service Encounters : Challenges of organizational use of social media in a hotel chain

   Author : Karin Högberg; Kerstin Grundén; Anna Karin Olsson; Maria Åkesson; Högskolan Väst; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Organizational social media; IT change; IT use; hospitality; digital service encounters; Informatik; Informatics; Work Integrated Learning; Arbetsintegrerat lärande;

   Abstract : The emergence of social media has in many ways changed how individuals interact, communicate and also consume online. Due to the massive, world wide use of social media, organizations are starting to use social media in order to be present where their customers are. READ MORE

5. 3. Emotions in service encounters from the perspectives of employees and customers

   Author : Terje Slåtten; Bo Edvardsson; Veronica Liljander; Karlstads universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Emotions; service encounters; employees; customers; Business studies; Företagsekonomi; Business Administration; Företagsekonomi;

   Abstract : The overall aim of this thesis is to contribute to deepening and extending our understanding and knowledge of emotions in service encounters by studying it from the two most central human actors in service encounter: (i) the service firm’s employees and (ii) the customer of this firm. This dissertation consist of five separate papers that conceptualize and empirically investigate how different appraisals by employees and customers generate positive and negative emotions, and how types of emotions in service encounters are linked to patterns of behavioural responses. READ MORE

6. 4. Workplace Learning in Interactive Service Work: Coming to Practice Differently in the Connected Service Encounter

   Author : Charlotte Arkenback; Göteborgs universitet; []
   Keywords : NATURVETENSKAP; NATURAL SCIENCES; digitalisation; workplace learning; interactive service work; emotional labour; service encounter; retail salesperson; theory of practice architectures; connected service encounter;

   Abstract : We increasingly live in a world where human and digital work and activities are intertwined in so-called digital networks, which implies changes to the skills demanded by human labour. Traditionally, the professional encounter between a service provider and a customer, client or learner has been conceptualised as ‘a game between people’, with little interference from technologies of any sort. READ MORE

7. 5. Drivers of customers' service experiences : a customer perspective on co-creation of restaurant services, focusing on interactions, processes and activities

   Author : Ute Walter; Åsa Öström; Bo Edvardsson; Tore Strandvik; Örebro universitet; []
   Keywords : customer service experience; experience driver; dynamic; restaurant; co-creation; critical incident technique; phone encounters; experience room; servicescape; social interaction; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; Culinary Arts and Meal Science; Måltidskunskap; Måltidskunskap; Culinary Arts and Meal Science;

   Abstract : It is essential for service companies to understand how their customer service experiences are formed. This is especially important since service experiences are highly subjective and involve customers cognitively, emotionally and behaviorally. READ MORE