Search for dissertations about: "service encounter"

Showing result 1 - 5 of 44 swedish dissertations containing the words service encounter.

2. 1. Service in the Airlines : Customer or Competition Oriented?

   Author : Henrik Malver; Colin Armistead; Stockholms universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Organizational culture; service encounter; uneven service; embedded service; destructive knowledge; semiotics; Business studies; Företagsekonomi; Business Administration; företagsekonomi;

   Abstract : This dissertation has two objectives. The first objective is to study an airline's organizational culture and its impact on the provision of service through a semiotic perspective, focusing on competence development, image, and the quality of service provided. READ MORE

4. 2. 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

5. 3. Proactivity in Service Failure and Service Recovery

   Author : Jasenko Arsenovic; Bo Edvardsson; Bård Tronvoll; Magnus Söderlund; Karlstads universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; service failure; service recovery; complaint management; customer proactivity; employee proactivity; collaboration; customer responses; Business Administration; Företagsekonomi;

   Abstract : Although service failure and service recovery have been extensively researched, service employees struggle to recover an increasing number of customer complaints. The overall aim of this thesis is to explain the role of customer and employee proactivity in service failure and service recovery. READ MORE

6. 4. 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

7. 5. 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