Servicemötets första intryck: Vad är det egentligen och hur skapas det
Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
The focus of this paper lies on the factors affecting service encounters first impressions because it can play an important role and influence outcome.
The study is guided by a number of sub-questions: How important is the first impression to the customer, are customers remember it or not? What non-verbal aspects are important for the first impression? What treatment styles are most prevalent during the first moment?
The overall aim of this thesis was to contribute that there are the eye contact and the smile that first and foremost appreciated by customers during service encounter.
Results suggest that the customer cares about the treatment they receive in service encounter from the first moment. The first feeling does not go unnoticed for customers.
Key words: service encounter, non-verbal communication, service encounters first impressions, face-to-face interaction, intercultural influence
Place, publisher, year, edition, pages
2014. , 43 p.
Servicemöte, service, bemötande, servicemötets första intryck
IdentifiersURN: urn:nbn:se:kau:diva-32565OAI: oai:DiVA.org:kau-32565DiVA: diva2:726031
Subject / course
2014-05-26, 13:00 (Swedish)