Search for dissertations about: "customers and hospitality"

Found 4 swedish dissertations containing the words customers and hospitality.

  2. 1. Challenges in Delivering Services: The Front-Line Hospitality and Tourism Employee Perspective

    Author : Christine Lundberg; Tommy D Andersson; Lena Mossberg; Bo Edvardsson; Mittuniversitetet; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Front-line workers; tourism; hospitality; service encounter; critical incident techniques; work motivation and satisfaction; Business studies; Företagsekonomi; Front-line workers; tourism;

    Abstract : Significant challenges are faced by front-line hospitality and tourism employees interacting with customers on a daily basis. These challenges and the ways they are dealt with form the focus of this thesis. As they interact, a range of incidents may arise from highly satisfactory encounters to service failures. READ MORE

  4. 2. 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

  5. 3. 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

  6. 4. Servicescapes seen by visually impaired travellers : Time-geography approach to servicescape research

    Author : Alma Raissova; Institutionen för tjänstevetenskap; []
    Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; servicescape; time-geography; constraints; tactics; blind; visually impaired persons; servicescape; tidsgeografi; begränsningar; taktik; blinda; synskadade;

    Abstract : Knowledge gaps remain in the study of servicescapes, since existing research on servicescapes tends to ignore major advances in the understanding of space and time as social phenomena. One aspect that particularly requires further study is how emerging constraints influence customers’ interactions with organized service places. READ MORE