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Bi-directional and Stratified Demeanour in Value Forming Service Encounter Interactions
Centrum för tjänsteforskning, Karlstads universitet.
University of Borås, Faculty of Textiles, Engineering and Business. (Sustainable Consumption Research Group)ORCID iD: 0000-0001-9159-4593
2017 (English)In: Journal of Retailing and Consumer Services, ISSN 0969-6989, E-ISSN 1873-1384, Vol. 36, 93-102 p.Article 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 services, 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.
Keyword [en]
Value co-creation, Bi-directionality, Interaction, Service encounter demeanour, Transformative service research
National Category
Business Administration
Research subject
Bussiness and IT
Identifiers
URN: urn:nbn:se:hb:diva-12593DOI: 10.1016/j.jretconser.2017.01.007ISI: 000401368700010Scopus ID: 85010782686OAI: oai:DiVA.org:hb-12593DiVA: diva2:1142189
Available from: 2017-09-18 Created: 2017-09-18 Last updated: 2017-09-19Bibliographically approved

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Citation style
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