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Enacting personal wellbeing by controlling customers
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
2016 (English)Independent thesis Advanced level (degree of Master (One Year)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Abstract

Purpose – The aim of this thesis is to describe and explain how service employees create personal wellbeing through improving the customer’s experience of the service by being proactive in their work, continuously running the service interaction and stimulating the customer.

Design/methodology/approach The study takes on a qualitative approach and data was collected through a primary analysis of 9 extensive interviews performed on service providers within the mobility service-business in Gothenburg.  

Findings – The findings of this study show how service employees’ can create personal wellbeing for themselves in different ways and to varying extent using different tactics, judgement procedures and implicit knowledge resources.

Research limitations/implications for future research – The service setting in this study is not comparable to all other organisations, something must be taken into account. Future research should focus on further analysing the findings of this thesis by performing similar studies in other service contexts and a more detailed examination of the different components.

Practical implications – The findings of this thesis provide valuable insights for managers within similar service organisations where there is need for improved employee wellbeing and performance. This could lead to significantly enhanced service experiences that would benefit, not only the employees’, but also customers’ and the organisation as a whole.

Keywords – Employee Wellbeing, Service Employees, Service Interaction, Transformative Service Research, Service Dominant Logic, Employee Tactics

Place, publisher, year, edition, pages
2016. , 26 p.
Keyword [en]
Employee Wellbeing, wellbeing, Interaction, Transformative Service Research, Service Dominant Logic
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-47908OAI: oai:DiVA.org:kau-47908DiVA: diva2:1073432
Educational program
Programme in Business and Economics
Supervisors
Examiners
Available from: 2017-02-10 Created: 2017-02-10 Last updated: 2017-02-10Bibliographically approved

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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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