Sökning: "frontline employees"
Visar resultat 1 - 5 av 9 avhandlingar innehållade orden frontline employees.
1. Frontline employees' role in service innovation and value creation
Sammanfattning : Frontline employees play a key role in service innovation and value creation. However, a detailed and structured understanding of how frontline employees contribute, and what types of roles they enact when involved in service innovation, is lacking. Hence, this thesis aims to explore frontline employees’ contributions to service innovation. LÄS MER
2. Strategic communication at the organizational frontline : Towards a better understanding of employees as communicators
Sammanfattning : The idea of employees as important (strategic) communicators has emerged in both strategic communication theory and practice during the 21st century. Researchers increasingly urge managers to consider employees as important communicators, and employees’ communication role is increasingly formalized as organizations explicate the importance of all employees taking responsibility for communication in strategies and policies. LÄS MER
3. Changing the servicescape : The influence of music, self-disclosure and eye gaze on service encounter experience and approach-avoidance behavior
Sammanfattning : The purpose of this thesis is to investigate and understand the effect of a servicescape’s ambient and social conditions on consumers’ service encounter experience and their approach/avoidance behavior in a retail context. In three papers, with a total sample of over 1600 participants (including 550 actual consumers) and seven experiments, the author investigates the effect of music (ambient stimuli), employees’ self-disclosure (verbal social stimuli) and employees’ gazing behavior (nonverbal social stimuli) on consumers’ service encounter experience and approach/avoidance behavior in a retail store. LÄS MER
4. Organizational and Individual response to hybridity in the public sector : A case study exploring the customer orientation of the Swedish Enforcement Authority
Sammanfattning : The aim of this study is to understand the response of public organizations and frontline public servants to the organizational hybridity that occurs when public organizations adopt market-inspired elements. To reach the aim I examine public sector customer orientation and how public organizations, as well as their employees, manage customer orientation, and the demands that the concept presents, alongside the demands traditionally presented to public organizations, and which motives and explanations that may be observed regarding how they manage these different demands. LÄS MER
5. Internal brand management in South African contact centers
Sammanfattning : Globally contact centers are ubiquitous in medium to large organizations operating in both B2B and B2C service industries. Frontline staff working in contact centers represent a major component of the way in which customers experience service organizations’ brands.There is a paucity of research on marketing in contact centers. LÄS MER