Your browser has javascript turned off or blocked. This will lead to some parts of our website to not work properly or at all. Turn on javascript for best performance.

The browser you are using is not supported by this website. All versions of Internet Explorer are no longer supported, either by us or Microsoft (read more here: https://www.microsoft.com/en-us/microsoft-365/windows/end-of-ie-support).

Please use a modern browser to fully experience our website, such as the newest versions of Edge, Chrome, Firefox or Safari etc.

Erika Andersson Cederholm

Erika Andersson Cederholm

Senior lecturer

Erika Andersson Cederholm

The Service Triad: Modelling Dialectic Tensions in Service Encounters

Author

  • Erika Andersson Cederholm
  • Szilvia Gyimothy

Summary, in English

SUMMARY: Models of service encounters are often fraught by reductionism, describing business relationships as mathematical combinations of dyadic constellations. Metaphors of ideal social relationships (marriages or friendships) are highlighted to stress normative aspects of equal, balanced and long-term business partnerships. However, these approaches are limited in their analytical sensitivity, as they cannot address the complexity of multipart relationships, where meanings, roles and relationships are continuously constructed and reconstructed. In order to understand the ambivalent quality of business interactions, this article analyses the corporate travel market by applying Georg Simmel’s depiction of the triad as a specific social form. Triadic constellations and more complex service networks involve dialectic tensions, simultaneously exhibiting loyalty and disloyalty, trust and distrust, empowerment and disempowerment. It is argued that a qualitative methodology is more adequate approach to grasp such dynamic and contextual social realities, because (opposed to a quantitative approach) it is not confined to operate with mutually exclusive analytical categories.

Department/s

  • Department of Service Management and Service Studies

Publishing year

2010

Language

English

Pages

265-280

Publication/Series

Service Industries Journal

Volume

30

Issue

2

Document type

Journal article

Publisher

Taylor & Francis

Topic

  • Social Sciences Interdisciplinary

Keywords

  • corporate travel
  • service relationships
  • service triad
  • hybrid market

Status

Published

ISBN/ISSN/Other

  • ISSN: 0264-2069