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A Pragmatic Conception of Service Encounters
Jönköping University, Jönköping International Business School, JIBS, Business Informatics. (CenIT, Informatics)
Högskolan i Borås.
2008 (English)In: The Inaugural meeting of The AIS Special Interest Group on Pragmatist IS Research (SIGPrag 2008) at International Conference on Information Systems (ICIS2008), www.sigprag.org , 2008, 43-48 p.Conference paper, Published paper (Other academic)
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 lead 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 pragmatic concepts 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
www.sigprag.org , 2008. 43-48 p.
Keyword [en]
Service encounters, pragmatics, interaction, action
National Category
Information Science Economics and Business
Identifiers
URN: urn:nbn:se:hj:diva-7284OAI: oai:DiVA.org:hj-7284DiVA: diva2:132960
Note
COMPLETE REFERENCE: Lind M., Salomonson N. (2008) A Pragmatic Conception of Service Encounters, The Inaugural meeting of The AIS Special Interest Group on Pragmatist IS Research (SIGPrag 2008) at International Conference on Information Systems (ICIS2008), FranceAvailable from: 2009-01-07 Created: 2009-01-07 Last updated: 2009-02-25Bibliographically approved

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Lind, Mikael

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Citation style
  • apa
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  • ieee
  • modern-language-association-8th-edition
  • vancouver
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  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
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Output format
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  • asciidoc
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