Essays about: "Jacob Grentzelius"

Found 1 essay containing the words Jacob Grentzelius.

  1. 1. Identifying initial contacts and their functions within the service encounter

    University essay from Karlstads universitet/Handelshögskolan (from 2013)

    Author : Jacob Grentzelius; Filip Björkman; [2018]
    Keywords : Service encounter; initial contact; interaction; frontline employee; verbal and nonverbal communication; improvisation; personalization;

    Abstract : Purpose – The aim of this paper is to create an understanding of what types of initial contacts exist within the service encounter and their functions for the interaction. Design/methodology/approach – To study the initial contact between the employee and the customer, we have used a qualitative approach where observations were the data collecting method. READ MORE