Disputation i företagsekonomi
Amie Gustafsson försvarar sin doktorsavhandling i företagsekonomi "Piecing It Together: Bridging Customer and Employee Experience toward Phygital Congruence"
Händelsen är öppen för allmänheten.
Länk till avhandlingen i DiVA
Kort beskrivning av innehållet (ur baksidestexten)
Why do so many automated service encounters feel "hollow" or "brittle"? The answer lies in the gap between the digital interface and the human beings who support it. Contemporary service research has long treated marketing-driven customer experience and HR-driven employee experience as parallel tracks. This thesis argues they are, in fact, two sides of the same coin. By introducing the concept of phygital congruence, this work offers a unified perspective on how to align technical micro-architectures with organizational social resources.
The thesis challenges the traditional separation of the "frontstage" and "backstage." By applying a socio-technical systems lens to five years of research, ranging from field studies in unmanned retail to experimental robotics, it develops a new framework for bridging the ontological divides of the phygital environment. The research argues that a high-tech service system is only as strong as its social subsystem. By positioning human well-being not merely as a desirable outcome, but as a structural necessity, this work provides a roadmap for a more sustainable, human-centric service economy. Ultimately, this thesis validates a core truth for the digital age: the customer's experience can never consistently exceed the reality of the employee.
Medverkande
- Anne Roggeveen, opponent, professor, Babson College
- Wiley Wakeman, betygsnämnd, docent, Stockholm School of Economics
- Ali Farashah, betygsnämnd, docent, Mälardalens Universitet
- Linda Ryan Bengtsson, betygsnämnd, docent, Karlstads universitet
Upplysningar
- Britt-Marie Shandrew
Telefon: 073-301 63 61
E-post: britt-marie.shandrew@kau.se