As self-service technologies become more common in service provisions, a deeper understanding is needed of how customer satisfaction is affected by automated Service encounters. Drawing from theories of customer satisfaction, human interaction, and the dynamics of complex service provisions, the differences between automated and interpersonal Service encounters in the initial part of a service provision are examined in terms of customers? evaluation of the service encounter itself, overall satisfaction, as well as the service encounter?s impact on global evaluations and evaluations of other non-dependant Service encounters. The study was performed on people travelling by air on Swedish domestic routes. Passengers were asked to evaluate the airline?s performance on different attributes of the air travel they had undertaken, as well as to form an overall evaluation of the service.

In human service organizations it is important to enlighten the significance of human encounters. The aim of this study was to explore nursing students experiences of developing empathy and professional relationship in encounters with patients and next of kin during their education. Interviews with five nursing students were carried out. The method of analysing content analysis was used. One main theme and five subthemes were presented.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

Service quality occurs in Service encounters where both customers and employees come together in an interaction. It is therefore important that the staff give their best because the interaction usually takes place in real time, which is referred to as the moment of truth.The aim of this study was to find out how luxury hotels are working to ensure good service quality, and how the staff are motivated to deliver this service. We wanted to examine this from a management perspective, and an employee perspective. Information was gathered through various interviews, where the staff at the Hotel Kämp in Helsinki and at the Sheraton Hotel Stockholm participated.Survey results show that employee motivation, training and empowerment have a significant impact to provide service in high quality. The results also show that the surveyed hotel, to certain level work in the same way, but it reveals some differences even when both hotels are part of the same concern..

This work is about Cuban music and my relationship to it. My study contains two different parts. In the first one I try to give a short summary of Cuban music history. The second part is about possibilities and problems that can arise in the meeting with foreign cultures. I have focused on three themes: Music and respect, cultural encounters and travelling, and communication.

This master´s thesis is a comparative study of the importance of eight factors suggested in the literature to be related to the perceived utility of the service Book a librarian (Swe. Boka en bibliotekarie). Disciplinary differences were also analysed. 73 encounters between students and librarians in 11 Swedish academic libraries were studied using a survey. Six factors were significantly related (at the .05 level) to the utility of the service.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

Background: ?Transitional care? is a new form of care in the Child and Adolescent Mental Health Services (CAMHS) in Sweden. The level of care, between outpatient and inpatient, has been developed to meet children/adolescents and their families in a different way than in the traditional outpatient and inpatient treatment. The contact offered can be intense with frequent contact and also with more time set aside for every occasion. The nurse, who is one of the categories of personnel involved in the multidisciplinary team works largely in other contexts than in the therapy room at the clinic or on the ward.

The purpose of this thesis is to discuss how a Swedish public library approaches their costumers. I will show how a library interacts with their costumers compared to a business, which has a different economic work frame, a building materials supplier. My aim is to pinpoint differences and explore new methods for the library in order to improve their service.The theoretical frame of the thesis is based on Richard Norman's notion the Moment of truth. The moment of truth is the moment when a business has to convince their customer that they offer both the product, proficiency and service that the customer needs. Service encounters at two organizations have been observed and their differences and similarities compared.

The aim of this Masters thesis is to examine how disabled people who receive the shut-in-service in one community define service quality. The purpose is also to examine the shut-in-service and to look at the users' context. Answers are sought to the following questions: - How do users experience the service quality of the shut-in-service? - What kind of service does the shut-in-service offer to the user? - How can the user be described and which are his/her requests? The analysis is based on theory about service quality by Christian Grönroos. The theory makes a distinction between two kinds of service quality, technical vs functional quality, as experienced by the user through the profile of the organization.

Service branding is a subject that has been excluded from the traditional branding theory. Our main purpose with this paper is to distinguish what characterizes service branding. To do this, we have looked in to both service marketing theory as well as branding theory. We have also looked at the existing theory concerning service branding. Six qualitative interviews have been performed to explain what characterizes service branding.

AbstractThe purpose of this study is to clarify and analyze the servicescapes impact on brand image and customer loyalty among general dealers. The research question that we have used in the study is what characterizes the connection between the servicescape and the possibility to maintain and strengthen the customer relation among general dealers. The study is based on a qualitative approach and we have conducted eight interviews with experts and special advisers within the field. We have chosen to focus our study on the fact the market for general dealers have changed and the demands from the customers are severed throughout the years. The servicescape consists of the physical surroundings where the service is produced, examples of factors that influence the servicescape is the employees and the customers.

Every business is subject to service failures. The process of correcting these failures and turning disappointed customers back into happy ones is called service recovery. This is particularly important in the hotel business, where there are many moments of truth where customers may become dissatisfied. To further complicate things, service recovery is a process where you may have to correct errors of others - people beyond your control. The research field is relatively new and there are no turn-key solutions as to how to systematically work with service recovery.

Every year about 30000 people have a stroke. It is caused by either a bleeding or a blood clot, and depending on where the damage is, the patient can get different types of difficulties following after the stroke. About 40 % of all stroke patients sufferfrom some kind of speech and/or communication difficulty, like aphasia or dysarthria. As hospital staff it´s important to know how to communicate with these people, to get a deeper understanding regards their needs.Aim:The aim of this study is to out of a patient's perspectivedescribeexperiences ofcommunication difficulties that can follow after a stroke.Method:A content analysis with a qualitative approach was used to analyse five autobiographies.Results:The result showed in what way stroke patients experienced their communication difficulties, and how they felt about the hospital staffs treatment related to their communication difficulties. During the analysis two major themes emerged: suffering and wellbeing.

The aim with this study is to identify and discuss discourses in public service policy documents to clarify that public service policy is political and not self-evident. The study's theoretical as well as methodological starting point is the discourse theory of Laclau and Mouffe, which ontological position is that all meaning is constructed by discourses. In the studied material, two discourses have been identified in policy concerning the content in public service media. The responsibility-discourse construct meanings of what content the policy wants to see in public service media and in the quality-discourse meanings of how the content should be is constructed. Public service policy is consistent over the period that has been studied and the study shows that there is consensus in the parliament about the regulation of the content in public service media.