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Title: Using Pragmatic Concepts for Exploring Interactivity in Service Encounters
Authors: Lind, Mikael
Salomonson, Nicklas
Editors: Goldkuhl, Göran
Department: University of Borås. School of Business and IT
Issue Date: 2012
Journal Title: Systems, Signs & Actions
ISSN: 1652-8719
Volume: 6
Publisher: Linköpings Universitet
Media type: text
Publication type: article, peer reviewed scientific
Keywords: Service encounters
conversation analysis
Subject Category: Subject categories::Social Sciences::Economics and Business::Business Administration
Subject categories::Social Sciences::Computer and Information Science::Computer and Information Science::Information Systems
Area of Research: Service management, Information systems
Strategic Research Area: Business and IT
Abstract: A service encounter is conceived as an interactive process between a service provider and a service receiver. It has however largely been analyzed as a non-interactive phenomenon which leads to a superficial and incomplete understanding of the dynamics of service encounters as an interactive process. The purpose of this paper is to explore whether a pragmatic approach could form a foundation for the conception of service encounters as an interactive phenomenon. The results show that in order to capture the essence of interaction in service encounters from a pragmatic view, researchers should turn to the concept of action. In order to avoid a one-side view (the customer or the company/company representative) of the service encounter, the inter-related actions need to be taken into consideration.
Sustainable development: -
Appears in Collections:Artiklar och rapporter / Articles and reports (Business Administration)

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