Sökning: "Terje Slåtten"

Hittade 1 avhandling innehållade orden Terje Slåtten.

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