Change search
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
Using Pragmatic Concepts for Exploring Interactivity in Service Encounters
University of Borås, School of Business and IT.
University of Borås, School of Business and IT.
2012 (English)In: Systems, Signs & Actions, ISSN 1652-8719, E-ISSN 1652-8719, Vol. 6Article in journal (Refereed)
Abstract [en]

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.

Place, publisher, year, edition, pages
Linköpings Universitet , 2012. Vol. 6
Keyword [en]
Service encounters, pragmatics, interaction, action, conversation analysis, Service management, Information systems
National Category
Business Administration Information Systems
Research subject
Bussiness and IT
Identifiers
URN: urn:nbn:se:hb:diva-1301Local ID: 2320/11264OAI: oai:DiVA.org:hb-1301DiVA: diva2:869325
Available from: 2015-11-13 Created: 2015-11-13

Open Access in DiVA

No full text

Other links

http://sysiac.org

Search in DiVA

By author/editor
Lind, MikaelSalomonson, Nicklas
By organisation
School of Business and IT
In the same journal
Systems, Signs & Actions
Business AdministrationInformation Systems

Search outside of DiVA

GoogleGoogle Scholar

Total: 68 hits
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