Sökning: "Service encounters"

Visar resultat 1 - 5 av 35 avhandlingar innehållade orden Service encounters.

  1. 1. Servicemötets praktik - på en tingsrätt, ett äldreboende och ett hotell

    Detta är en avhandling från Lund University

    Författare :Anette Svingstedt; Lunds universitet.; Lund University.; [2012]
    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

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

    Detta är en avhandling från Stockholm, Sweden : KTH Royal Institute of Technology

    Författare :Linda Lee; KTH.; [2016]
    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

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

    Detta är en avhandling från Trollhättan : University West

    Författare :Karin Högberg; Högskolan Väst.; [2018]
    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

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

    Detta är en avhandling från Karlstad : Karlstad University

    Författare :Terje Slåtten; Karlstads universitet.; [2011]
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Emotions; service encounters; employees; customers; SOCIAL SCIENCES Business and economics Business studies; SAMHÄLLSVETENSKAP Ekonomi 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

  5. 5. Drivers of customers' service experiences a customer perspective on co-creation of restaurant services, focusing on interactions, processes and activities

    Detta är en avhandling från Örebro : Örebro universitet

    Författare :Ute Walter; Örebro universitet.; [2011]
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; SOCIAL SCIENCES Other social sciences Culinary Arts and Meal Science; SAMHÄLLSVETENSKAP Övrig samhällsvetenskap Måltidskunskap; Måltidskunskap; Culinary Arts and Meal Science; customer service experience; experience driver; dynamic; restaurant; co-creation; critical incident technique; phone encounters; experience room; servicescape; social interaction;

    Sammanfattning : 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. LÄS MER