Sökning: "Service encounters"

Visar resultat 6 - 10 av 52 avhandlingar innehållade orden Service encounters.

1. 6. 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. 7. 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. 8. Drivers of customers' service experiences : a customer perspective on co-creation of restaurant services, focusing on interactions, processes and activities

   Författare :Ute Walter; Åsa Öström; Bo Edvardsson; Tore Strandvik; Örebro universitet; []
   Nyckelord :customer service experience; experience driver; dynamic; restaurant; co-creation; critical incident technique; phone encounters; experience room; servicescape; social interaction; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; Culinary Arts and Meal Science; Måltidskunskap; Måltidskunskap; Culinary Arts and Meal Science;

   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

5. 9. Patient Involvement : A Service Perspective

   Författare :Hannah Snyder; Mattias Elg; Lars Witell; Per Echeverri; Linköpings universitet; []
   Nyckelord :;

   Sammanfattning : For a long time, patients were seen as weak and passive recipients of care, whose only role was to provide information and comply with doctors’ orders. This is beginning to change, and patients are more seen as autonomous, active, and involved collaborators in care, co-creating value with service providers and others. LÄS MER

7. 10. Everyday life of relatives of persons suffering from severe depression : Experiences of health, burden, sense of coherence and encounters with psychiatric specialist health services

   Författare :Hege Skundberg Kletthagen; Birgitta Hedelin; Barbro Arvidsson; Karlstads universitet; []
   Nyckelord :MEDICIN OCH HÄLSOVETENSKAP; MEDICAL AND HEALTH SCIENCES; burden; encounters; everyday life; health; inpatients; phenomenography; psychiatric specialist health services; relatives; severe depression; Nursing Science; Omvårdnad;

   Sammanfattning : Aim: The overall aim of this thesis was to investigate and describe everyday life among relatives of inpatients with severe depression and their encounter with the psychiatric specialist health services (PSHS).Methods: A descriptive design with a qualitative and quantitative approach was used. LÄS MER