Background: Homelessness is increasing, and health care is still difficult for many homeless people to achieve. If they get sick, it is both technically challenging to get a clinic they can go to, but also an economic problem because most of the homeless have no gainful employment. The fact that many homeless people experience bad attitudes of health care professionals is one reason why they don’t seek healthcare until an emergency arises. In the profession as a nurse, all people should be given equal treatment regardless of background. A nurse's obligation is to provide equal care to all.Aim: The aim of this study was to describe how homeless persons experience the encounter with health care providers.Method: The study was designed as a literature review with aim to critically review and compile the results from the found articles results. Five articles from CINAHL, two from PubMed and two from an unsystematic review were analyzed from their results of homeless person’s experience of the encounter with health care providers.Results: Four different themes were revealed in the analysis of the articles: Communication, Involvement, Subject – Object and Attitudes. Both positive and negative feelings perceived by the homeless persons emerged. Not being treated with respect because being homeless and not listened to where frequently mentioned. Even a wish that health care providers would be more human in the encounter with the homeless persons was a desire.Conclusion: Many homeless persons experience bad treatment from health care providers. Few studies has been done on this subject, wich needs to be explored to give health care providers a better understanding for a vulnerable group of people.Keywords: Encounter, experience, Halldorsdottir, health care provider, homeless

The purpose of this thesis is to investigate and understand the effect of a servicescape’s ambient and social conditions on consumers’ service encounter experience and their approach/avoidance behavior in a retail context. In three papers, with a total sample of over 1600 participants (including 550 actual consumers) and seven experiments, the author investigates the effect of music (ambient stimuli), employees’ self-disclosure (verbal social stimuli) and employees’ gazing behavior (nonverbal social stimuli) on consumers’ service encounter experience and approach/avoidance behavior in a retail store. Paper I comprised two experiments, and the aim was to investigate the influence of music on emotions, approach/avoidance behavior. Paper II comprised two experiments, and the aim was to investigate the effect of frontline employees’ personal self-disclosure on consumers’ reciprocal behavior. Paper III comprised three experiments, and the aim was to investigate the influence of employee’s direct eye gaze/ averted eye gaze on consumer emotions, social impression of the frontline employee and encounter satisfaction in different purchase situations. The results in this thesis show that music affects consumers in both positive and negative ways (Paper I). Self-disclosure affects consumers negatively, in such a way that it decreases encounter satisfaction  (Paper II) and, finally, eye gaze affects consumers by regulating both positively – and in some cases also negatively – consumers’ social impression of the frontline employee and their encounter satisfaction (Paper III). The conclusions of this thesis are that both ambient and social stimuli in a servicescape affect consumers’ internal responses, which in turn affect their behavior. Depending on the purchase situation, type of retail, and stimuli, the internal and behavioral responses are different. / The purpose of this thesis is to investigate and understand the effect of a servicescape’s ambient and social conditions on consumers’ service encounter experience and their approach/avoidance behavior in a retail context. In three papers, with a total sample of over 1600 participants (including 550 actual consumers) and seven experiments, the author investigates the effect of music, employees’ self-disclosure and employees’ gazing behavior on consumers’ service encounter experience and approach/avoidance behavior in a retail store. The results in this thesis show that music affects consumers in both positive and negative ways (Paper I). Self-disclosure affects consumers negatively, in such a way that it decreases encounter satisfaction (Paper II) and, finally, eye gaze affects consumers by regulating both positively – and in some cases also negatively – consumers’ social impression of the frontline employee and their encounter satisfaction (Paper III). The conclusions of this thesis are that both ambient and social stimuli in a servicescape affect consumers’ internal responses, which in turn affect their behavior. Depending on the purchase situation, type of retail, and stimuli, the internal and behavioral responses are different.