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Visar resultat 1 - 5 av 62 avhandlingar som matchar ovanstående sökkriterier.

  1. 1. Service in the Airlines : Customer or Competition Oriented?

    Författare :Henrik Malver; Colin Armistead; Stockholms universitet; []
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Organizational culture; service encounter; uneven service; embedded service; destructive knowledge; semiotics; Business studies; Företagsekonomi; Business Administration; företagsekonomi;

    Sammanfattning : This dissertation has two objectives. The first objective is to study an airline's organizational culture and its impact on the provision of service through a semiotic perspective, focusing on competence development, image, and the quality of service provided. LÄS MER

  3. 2. 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. 3. Proactivity in Service Failure and Service Recovery

    Författare :Jasenko Arsenovic; Bo Edvardsson; Bård Tronvoll; Magnus Söderlund; Karlstads universitet; []
    Nyckelord :SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; service failure; service recovery; complaint management; customer proactivity; employee proactivity; collaboration; customer responses; Business Administration; Företagsekonomi;

    Sammanfattning : Although service failure and service recovery have been extensively researched, service employees struggle to recover an increasing number of customer complaints. The overall aim of this thesis is to explain the role of customer and employee proactivity in service failure and service recovery. LÄS MER

  5. 4. Samtal i butik : Språklig interaktion melllan biträden och kunder

    Författare :Ingela Tykesson-Bergman; Hans Strand; Olle Josephson; Viveka Adelswärd; Stockholms universitet; []
    Nyckelord :HUMANIORA; HUMANITIES; service encounter; activity type; pragmeme; politeness; conversational contract; conversation analysis; interactional routine; small talk; shop assistant; talk at work; Swedish; Scandinavian languages; Nordiska språk;

    Sammanfattning : The subject of this study is language use in a special type of social activity: the exchange of goods, services and information in a commercial setting. The main aim is to gain an understanding of the work that shop assistants perform using language. In the analysis, the focus is on verbal routine work. LÄS MER

  7. 5. Servicemötets praktik : på en tingsrätt, ett äldreboende och ett hotell

    Författare :Anette Svingstedt; Institutionen för tjänstevetenskap; []
    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