Sökning: "Service encounters"

Visar resultat 11 - 15 av 52 avhandlingar innehållade orden Service encounters.

1. 11. Framing and Overflowing : How the Infusion of Information Technology Alters Proximal Service Production

   Författare :Sara Värlander; Ali Yakhlef; Mats Edenius; Stockholms universitet; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Services marketing; physical-virtual interplay; framing; overflowing; Internet; service production; face-to-face; co-presence; incorporation; inscription; participation; reification; Business studies; Företagsekonomi; Business Administration; företagsekonomi;

   Sammanfattning : In the heyday of the Internet, there was a wide-spread, not so well grounded, euphoria about the prospects of the Internet for virtualising various service activities. However, by now, a more informed understanding is emerging. LÄS MER

3. 12. I samtal med Kronofogden : Hur myndighetsservice görs i språkliga möten mellan inringare och kundservicehandläggare

   Författare :Maria Johansson; Björn Melander; Susanna Karlsson; Hedda Söderlundh; Uppsala universitet; []
   Nyckelord :HUMANIORA; HUMANITIES; institutional talk; social interaction; meaning-making; conversation analysis; plain language; new public management; street-level bureaucracy; frontline interaction; debt; indebtedness; legitimacy; intersubjectivity; recipient design; epistemics; deontics; institutionella samtal; social interaktion; meningsskapande; samtalsanalys; klarspråk; new public management; gräsrotsbyråkrati; frontlinjesinteraktion; klarspråk; skuld; skuldsättning; legitimitet; intersubjektivitet; mottagaranpassning; epistemisk ordning; deontisk ordning; Scandinavian Languages; Nordiska språk;

   Sammanfattning : This thesis explores the interaction between frontline service officials and clients in customer service calls to the Swedish Enforcement Authority (SEA), a national government agency working with debts. The aim is to shed light on these service calls as interactional, meaning-making encounters between callers and frontline service officials. LÄS MER

4. 13. Exploring customer needs from a digital healthcare service

   Författare :Daan Kabel; Mattias Elg; Jason Martin; Lars Witell; Anders Fundin; Linköpings universitet; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Customer experience; Digital service quality; E-health; mHealth; Voice of the customer; Electronic word-of-mouth; Method comparison;

   Sammanfattning : Cost-effectively capturing and understanding customer needs allows a firm to stay synchronized with the market, to stay ahead of competitors, and to enable service innovation. Traditional qualitative market research methods, such as interviews and focus groups are well-known methods for identifying and capturing customer needs but can be costly, tedious, time-consuming, and can require intensive collaboration with customers. LÄS MER

5. 14. From HCI to HRI : Designing Interaction for a Service Robot

   Författare :Helge Hüttenrauch; Kerstin Severinson Eklundh; Henrik I. Christensen; KTH; []
   Nyckelord :NATURVETENSKAP; NATURAL SCIENCES; Human-Computer Interaction; Human-Robot Interaction; Computer science; Datalogi;

   Sammanfattning : Service robots are mobile, embodied artefacts that operate in co presence with their users. This is a challenge for human-robot interaction (HRI) design. The robot’s interfaces must support users in understanding the system’s current state and possible next actions. LÄS MER

7. 15. Managing Vulnerability : Everyday Interaction in Sheltered Accommodations

   Författare :Richard Gäddman Johansson; Stina Bergman Blix; Ilkka Henrik Mäkinen; Karen Christensen; Uppsala universitet; []
   Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; vulnerability; social interaction; care and service provision; service users; support workers; sheltered accommodations; intellectual and developmental disabilities; LSS; Sociologi; Sociology;

   Sammanfattning : The purpose of this dissertation is to develop our understanding of the performance and management of vulnerability in social interaction. The term vulnerability is used frequently within a wide range of scholarly fields, however common conceptions of vulnerability have been criticized for containing normative assumptions about our propensities for being exposed to and capabilities for dealing with adverse events and experiences. LÄS MER