Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE credits
Purpose – The aim of this thesis is to bring further understanding about the employee perspective of value co-creation and employee wellbeing in relation to service encounter interactions with customers.
Design/methodology/approach – The study takes on a qualitative approach and data was collected by focus groups with the 76 employees at Göteborgs Färdtjänst participating.
Findings – Many influential factors that have not been related to either employee’s value co-creation or employee wellbeing in previous research was discovered. Further, the thesis reveals that the two outcomes have a relation to each other as they often are influenced by the same factors which is a new insight provided by this thesis. The study additionally discovers factors indicating how well the employees are performing, named Employee-Customer Interaction Outcome (ECIO).
Research limitations/implications for future research – The service setting is not comparable to all organizations which must be taken into account. Future research should strive to examine whether employee value cocreation and employee wellbeing can be related to each other in additional ways and if the ECIO’s are influencing employee’s abilities to co-create value.
Practical implications – The findings provide valuable insights for managers in similar service organizations who wants to improve employee performance and health. This can in turn lead to improved service experiences, resulting in increased value for both the customers and the organization.
Keywords – Service Dominant Logic, Interaction, Value co-creation, Wellbeing, Employees, Transformative Service Research
2015. , 46 p.