The Service Triad: Modelling Dialectic Tensions in Service Encounters
Författare
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
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