Projects per year
Abstract
Our article studies Finnish service culture from the performance theory point of view, where the focus is on the roles and dramaturgy of service encounters. We analyse service events and encounters as scripted service scenes consisting of role set and role expectations. Through script and performance we have elaborated the plot turns of service and the evolving roles of consumers and customer servants. We argue that a positive service experience would appear when the customer service worker and the consumer succeed in adapting their improvised role performances interactively.
Original language | English |
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Title of host publication | Service excellence in management |
Editors | Erik Wästlund, Bo Edvardsson, Anders Gustafsson, Mary Jo Bitner , Rohit Verma |
Number of pages | 3 |
Place of Publication | Karlstad |
Publisher | CTF, Service Research Center, Karlstad University, Sweden |
Publication date | 2013 |
Pages | 129-131 |
ISBN (Electronic) | 978-91-7063-506-9 |
Publication status | Published - 2013 |
MoE publication type | B3 Article in conference proceedings |
Event | QUIS - International Research Symposium on Service Excellence in Management - Karlstad, Sweden Duration: 10 Jun 2013 → 13 Jun 2013 Conference number: 13 |
Fields of Science
- 512 Business and Management
Projects
- 2 Finished
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Palvelukulttuuri kuluttajien tarinoissa ja taloustilastoissa
Autio, M., Autio, J., Heikkinen, S., Helovuori, S., Kaartinen, A., Kylkilahti, E. & Kuismin, A.
01/01/2012 → 31/01/2014
Project: Research project
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Vähittäiskaupan kuluttajalähtöinen kehittäminen 2011 - 2013, Customer driven innovation in retail services (KM-Retail)
Autio, M., Huttunen, H., Smedlund, A., Mäkelä, O., Sonninen, A., Nadayama, N., Autio, J., Kuismin, A. & Kylkilahti, E.
01/01/2011 → 30/06/2013
Project: Research project