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Bi-directional and stratified demeanour in value forming service encounter interactions
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. (SAMOT)ORCID iD: 0000-0002-2711-7626
University of Borås, Sweden.
2017 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 36, p. 93-102Article in journal (Refereed) Published
Abstract [en]

The purpose of this paper is to unearth the bi-directional and stratified nature of service encounter interactions. Drawing on a detailed empirical study of service demeanour in mobility service seen from a customer perspective, we outline a classification of 6 overarching demeanour practices, 20 sub-activities, and interactional sequences, explaining how value co-formation is realized. We suggest that value derives from bi-directional activities mutually combined in congruent ways, avoiding counterproductive interactions.

Place, publisher, year, edition, pages
2017. Vol. 36, p. 93-102
Keywords [en]
Value co-creation; Bi-directionality; Interaction; Service encounter; Demeanour;
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-62975DOI: 10.1016/j.jretconser.2017.01.007ISI: 000401368700010OAI: oai:DiVA.org:kau-62975DiVA, id: diva2:1139817
Available from: 2017-09-08 Created: 2017-09-08 Last updated: 2018-01-04Bibliographically approved

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Echeverri, Per

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CiteExportLink to record
Permanent link

Direct link
Cite
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