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Bi-directional and Stratified Demeanour in Value Forming Service Encounter Interactions
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center. (SAMOT)ORCID iD: 0000-0002-2711-7626
2017 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 36, 93-102 p., 10.1016/j.jretconser.2017.01.007Article 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, 93-102 p., 10.1016/j.jretconser.2017.01.007
Keyword [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.2017.01.007OAI: oai:DiVA.org:kau-62975DiVA: diva2:1139817
Available from: 2017-09-08 Created: 2017-09-08 Last updated: 2017-09-08

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Publisher's full texthttp://dx.doi.org/10.1016/j.jretconser.2017.01.007

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  • apa
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