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Frontlinjepersonalens upplevelse kring kundkontakt: En studie kring kundkontaktens betydelse för arbetsmotivationen inom detaljhandeln, ur personalens synvinkel
Blekinge Institute of Technology.
Blekinge Institute of Technology.
Blekinge Institute of Technology.
2017 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Title: Frontline employees experience about customer contact

Authors: Tina Häppick Biancofiore, Sofie Franzén and Glen Karsberg

Supervisor: Anders Wrenne 

Department: School of Management, Blekinge Institute of Technology 

Course: Bachelor’s thesis in Business Administration, 15 credits   

Purpose: The purpose of our work is to contribute to the knowledge about the impact of customer contact on the frontline employees’ daily work condition. This is done by investigating how frontline employees, who have a large share of customer contact in their work, experience that the customer contact contributes to motivation at work.

Method: The essay was chosen to be conducted using a qualitative method where the empirical material was collected through a digital survey distributed to frontline employees within fast moving consumer goods business. The digital survey included open questions, allowing for a deeper gathering of empirical data that allows respondents to develop their answers.

Results: The essay shows that the frontline employees work motivation is influenced by the customer contact, both in a positive and a negative direction. The customer contact can thus influence the frontline employees’ work motivation in several ways and in several directions by influencing amongst others the sense of security, social contact, the ability to perform good customer service and personal development.

Place, publisher, year, edition, pages
2017. , 38 p.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:bth-15114OAI: oai:DiVA.org:bth-15114DiVA: diva2:1138562
Subject / course
FE1453 Bachelor's Thesis in Business Administration
Educational program
FEGEO Bachelor Degree Programme in Business Administration
Supervisors
Examiners
Available from: 2017-09-12 Created: 2017-09-05 Last updated: 2017-09-12Bibliographically approved

Open Access in DiVA

BTH2017Biancofiore(595 kB)11 downloads
File information
File name FULLTEXT01.pdfFile size 595 kBChecksum SHA-512
9c3a1508fd4a9b239128c64d7ae037c0f60540b652b24f50f2a58b549cdecc937c75e2d2ee8feedaca689ebf2b824a67d3847822cfc70b45cba7ff51c730b5f8
Type fulltextMimetype application/pdf

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Blekinge Institute of Technology
Business Administration

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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf