Search for dissertations about: "service encounters"
Showing result 1 - 5 of 41 swedish dissertations containing the words service encounters.
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1. Customer-to-customer roles and impacts in service encounters
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
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2. Persistent Digital Service Encounters : Challenges of organizational use of social media in a hotel chain
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
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3. Emotions in service encounters from the perspectives of employees and customers
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
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4. Workplace Learning in Interactive Service Work: Coming to Practice Differently in the 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
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5. Drivers of customers' service experiences : a customer perspective on co-creation of restaurant services, focusing on interactions, processes and activities
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