When the customer encounters the employee

Project Details


The project investigates how employees' understandings of users' needs in public and private service organizations create innovations. The focus is on situations where the user in the role of a customer interacts with an employee either face-to-face or via ICT-networks. The project studies such encounter processes and how they lead to innovations and how these innovations are developed within the firm.
Effective start/end date01/01/200831/12/2011


  • KINO


  • custoomer encounter, innovation, service functions


Explore the research topics touched on by this project. These labels are generated based on the underlying awards/grants. Together they form a unique fingerprint.