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Identifying the fundamentals of improvisation in the service encounter
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School.
2017 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The aim of this thesis is to bring understanding of what constitutes improvisation in the service encounter. The study adopts a qualitative approach using hidden observations to categorize different types of improvisation in the service encounter. The improvisation themes discovered within the service encounter were experience, impulsiveness, theatrical, personality and emotionality. All of these are factors that influence improvisation. This study offers original contributions by explaining the fundamentals of improvisation in the service encounter. These fundamentals establish a framework and gives a clearer definition of what the concept improvisation implies.

Place, publisher, year, edition, pages
2017. , 38 p.
Keyword [en]
service encounter, theatre, dramatization, service experience, drama, interaction, improvisation
Keyword [sv]
servicemöte, teater, dramatisering, service, interaktion, improvisation
National Category
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-47934OAI: oai:DiVA.org:kau-47934DiVA: diva2:1073999
Subject / course
Business Administration
Educational program
Programme in Business and Economics
Supervisors
Examiners
Available from: 2017-02-14 Created: 2017-02-14 Last updated: 2017-02-14Bibliographically approved

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fulltext(738 kB)83 downloads
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9bbf9ea6d8768136531da52266891fa897eeec83d87f61687a2b92cb75fe422061819585f8ea8cce5a4c007cbe8cad588d0224efe9c7c176bb0ff26ca14841fc
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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
  • text
  • asciidoc
  • rtf