Enacting personal wellbeing by controlling customers

Abstract: 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