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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.
2013 (English)In: Systems, Signs & Actions: An International Journal on Information Technology, Action, Communication and Workpractices, E-ISSN 1652-8719, Vol. 7, no 2, p. 205-226Article in journal (Refereed) Published
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 , 2013. Vol. 7, no 2, p. 205-226
Keywords [en]
Service encounters, pragmatics, interaction, action, conversation analysis, Service management, Information systems
National Category
Business Administration Information Systems
Research subject
Business and IT
Identifiers
URN: urn:nbn:se:hb:diva-1301Local ID: 2320/11264OAI: oai:DiVA.org:hb-1301DiVA, id: diva2:869325
Available from: 2015-11-13 Created: 2015-11-13 Last updated: 2023-04-06Bibliographically approved

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Lind, MikaelSalomonson, Nicklas

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