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Erika Andersson Cederholm

Erika Andersson Cederholm

Universitetslektor

Erika Andersson Cederholm

The Service Triad: Modelling Dialectic Tensions in Service Encounters

Författare

  • 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.

Avdelning/ar

  • Institutionen för service management och tjänstevetenskap

Publiceringsår

2010

Språk

Engelska

Sidor

265-280

Publikation/Tidskrift/Serie

Service Industries Journal

Volym

30

Issue

2

Dokumenttyp

Artikel i tidskrift

Förlag

Taylor & Francis

Ämne

  • Social Sciences Interdisciplinary

Nyckelord

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

Status

Published

ISBN/ISSN/Övrigt

  • ISSN: 0264-2069