Sökning: "Service encounters"

Visar resultat 1 - 5 av 52 avhandlingar innehållade orden Service encounters.

  1. 1. Står til tjeneste : Emosjonelt arbeid i tjenestemøtet

    Författare :Wenche Falch; Åsa Wettergren; Gerd Lindgren; Markus Arvidsson; Ingrid Guldvik; Karlstads universitet; []
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; emotional labour; personal assistants; meaning; asymmetric and symmetric interaction; Sociologi; Sociology;

    Sammanfattning : This thesis is about personal assistants, and how they experience their work. The aim of this study is twofold: First to examine the experiences of personal assistants and their work. Second, to examine the assistant’s experiences of feelings at work and how these feelings are managed from an emotionsociological perspective. LÄS MER

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

    Författare :Linda Lee; Esmail Salehi-Sangari; Ian P McCarthy; Gerard Prendergast; KTH; []
    Nyckelord :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;

    Sammanfattning : 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. LÄS MER

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

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

    Sammanfattning : 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. LÄS MER

  5. 4. Samtal i butik : Språklig interaktion melllan biträden och kunder

    Författare :Ingela Tykesson-Bergman; Hans Strand; Olle Josephson; Viveka Adelswärd; Stockholms universitet; []
    Nyckelord :HUMANIORA; HUMANITIES; service encounter; activity type; pragmeme; politeness; conversational contract; conversation analysis; interactional routine; small talk; shop assistant; talk at work; Swedish; Scandinavian languages; Nordiska språk;

    Sammanfattning : The subject of this study is language use in a special type of social activity: the exchange of goods, services and information in a commercial setting. The main aim is to gain an understanding of the work that shop assistants perform using language. In the analysis, the focus is on verbal routine work. LÄS MER

  7. 5. Servicemötets praktik : på en tingsrätt, ett äldreboende och ett hotell

    Författare :Anette Svingstedt; Institutionen för tjänstevetenskap; []
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; hotel; home for the elderly; district court; practice theory; Service encounter; service-dominant logic; service studies; tjänstedominerande logik; servicemötet; praktikteori; tingsrätt; äldreboende; hotell;

    Sammanfattning : The practice of service encounters in a district court, a home for the elderly, and a hotel Service management research places the service encounter in a central position. It is highlighted as a key event that involves the simultaneous production, consumption, and marketing of the services produced by the operation. LÄS MER