Sökning: "Human service employees"

Visar resultat 1 - 5 av 30 avhandlingar innehållade orden Human service employees.

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

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

   Sammanfattning : 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. LÄS MER

3. 2. Workplace Learning in Interactive Service Work: Coming to Practice Differently in the Connected Service Encounter

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

   Sammanfattning : 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. LÄS MER

4. 3. Service Quality in Refurbishment: Craftsman-User Interaction

   Författare :Mats G. Holm; Chalmers tekniska högskola; []
   Nyckelord :TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; building refurbishment; contractor reputation; craftsman-user interaction; service quality;

   Sammanfattning : Many companies in various lines of business have long recognized service quality as a key to success and long-term survival. Nevertheless, it is only recently that service quality has come into focus in the construction industry. LÄS MER

5. 4. Determinants of Individual and Organizational Health in Human Service Professions

   Författare :Ann-Sophie Hansson; Ingrid Anderzén; Eva Vingård; Staffan Marklund; Uppsala universitet; []
   Nyckelord :Social medicine; Psychosocial work environment; health; human service profession; Socialmedicin;

   Sammanfattning : The psychosocial work environment in human service organizations is in many respects rewarding from the aspect of human interaction. However, it has also been described in several research reports as demanding and stressful both physically and mentally, resulting in a negative impact on employee health and a high degree of sickness absence. LÄS MER

7. 5. Sanktionerat motstånd : Brukarinflytande som fenomen och praktik

   Författare :Erik Eriksson; Socialhögskolan; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; consensus; resistance; control; institutional theory; co-optation; power; psychiatry; social services; human service organisations; welfare organisations; user involvement; service user involvement; konsensus; motstånd; kontroll; institutionell teori; kooptering; makt; new public management; psykiatri; socialtjänst; människobehandlande organisationer; välfärdsorganisationer; brukarperspektiv; Brukarinflytande;

   Sammanfattning : The roots of the idea of user involvement within social services can be found in the efforts of the rising service user movement in the 1960s and 70s. Today the concept of “service user involvement” has been adopted by the state and is widespread within political rhetoric’s as well as in human service practices. LÄS MER