The aim of this thesis is to bring understanding of what constitutes improvisation in the service encounter. The study adopts a qualitative approach using hidden observations to categorize different types of improvisation in the service encounter. The improvisation themes discovered within the service encounter were experience, impulsiveness, theatrical, personality and emotionality. All of these are factors that influence improvisation. This study offers original contributions by explaining the fundamentals of improvisation in the service encounter. These fundamentals establish a framework and gives a clearer definition of what the concept improvisation implies.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:kau-47934 |
| Date | January 2017 |
| Creators | Björkman, Linnea, Söder, Linn |
| Publisher | Karlstads universitet, Handelshögskolan, Karlstads universitet, Handelshögskolan |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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