Javascript är avstängt eller blockerat i din webbläsare. Detta kan leda till att vissa delar av vår webbplats inte fungerar som de ska. Sätt på javascript för optimal funktionalitet och utseende.

Webbläsaren som du använder stöds inte av denna webbplats. Alla versioner av Internet Explorer stöds inte längre, av oss eller Microsoft (läs mer här: * https://www.microsoft.com/en-us/microsoft-365/windows/end-of-ie-support).

Var god och använd en modern webbläsare för att ta del av denna webbplats, som t.ex. nyaste versioner av Edge, Chrome, Firefox eller Safari osv.

Erika Andersson Cederholm

Erika Andersson Cederholm

Universitetslektor

Erika Andersson Cederholm

The Service Triad: From mutual harmony to dialectic tension in the service encounter

Författare

  • Erika Andersson Cederholm
  • Szilvia Gyimothy

Summary, in English

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 for example 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

2006

Språk

Engelska

Dokumenttyp

Konferensbidrag

Ämne

  • Social Sciences Interdisciplinary

Nyckelord

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

Conference name

EIRASS conference in retail and service science

Conference date

2006-07-09 - 2006-07-12

Conference place

Budapest, Hungary

Status

Unpublished