Essays about: "a service encounter in the bank"

Found 3 essays containing the words a service encounter in the bank.

  1. 1. Employees’ Perception of the Role of Communication with Customers in Service Encounters

    University essay from IT-universitetet i Göteborg/Tillämpad informationsteknologi

    Author : Anh Hoang; [2011-09-08]
    Keywords : Communication; Organizational Communication; Customers service communication; Employees-Customers communication; Interpersonal communication; Emotional labor; Feedback;

    Abstract : Communication is one of the most important perspectives in service encounters. Communication is a connection between service employees and customers that could help them to interact, to understand and to establish relationships. In service organizational context, service representatives play a critical role in customer service communication. READ MORE

  3. 2. Offshoring and Coordination: A Case Study at Nordea

    University essay from Handelshögskolan i Stockholm/Institutionen för företagande och ledning

    Author : Anette Fredholm; Natascha Pascual Norberg; [2011]
    Keywords : Captive Offshoring; Coordination Mechanisms; Trust; Formal Coordination; Informal Coordination;

    Abstract : The number of firms choosing to offshore activities is increasing, and service offshoring is predicted to change the way firms choose to compete. Yet, there are several challenges that firms tend to encounter when offshoring and due to the mismanagement of these, many offshoring projects fail to deliver results according to plan. READ MORE

  4. 3. The impact of employee empowerment on service quality and customer satisfaction in service organizations: a case study of Länsförsäkringar bank AB : The impact of employee empowerment

    University essay from Akademin för hållbar samhälls- och teknikutveckling

    Author : Chigozim Peters; Elham Mazdarani; [2008]
    Keywords : customer satisfaction; employee empowerment; human resource mangement; organisational structure; customer perceived service quality;

    Abstract : COURSE: Bachelor Thesis in Business Administration, 15ECTS AUTHOURS:Peters Silvia Chigozirim. Elham Mazdarani. Flugsnappargatan 6, 3tr. Nybohovsbacken 99, 9tr. READ MORE