Consumer Narratives of a Good Service Experience: Fractures in Script and Improvised Roles

Minna Maarit Autio; Eliisa Kylkilahti; Jaakko Autio

Consumer Narratives of a Good Service Experience: Fractures in Script and Improvised Roles

Minna Maarit Autio, Eliisa Kylkilahti, Jaakko Autio

Tutkimustuotos: Artikkeli kirjassa/raportissa/konferenssijulkaisussa › Konferenssiartikkeli › Tieteellinen

Abstrakti

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.

Alkuperäiskieli	englanti
Otsikko	Service excellence in management
Toimittajat	Erik Wästlund, Bo Edvardsson, Anders Gustafsson, Mary Jo Bitner , Rohit Verma
Sivumäärä	3
Julkaisupaikka	Karlstad
Kustantaja	CTF, Service Research Center, Karlstad University, Sweden
Julkaisupäivä	2013
Sivut	129-131
ISBN (elektroninen)	978-91-7063-506-9
Tila	Julkaistu - 2013
OKM-julkaisutyyppi	B3 Vertaisarvioimaton artikkeli konferenssijulkaisussa
Tapahtuma	QUIS International Research Symposium on Service Excellence in Management - Karlstad, Ruotsi Kesto: 10 kesäk. 2013 → 13 kesäk. 2013 Konferenssinumero: 13

Tieteenalat

512 Liiketaloustiede

CONSER: Consumer Service Culture and the Economy – Narratives and Statistics / Palvelukulttuuri kuluttajien tarinoissa ja taloustilastoissa 2012-2014
Autio, M., Autio, J., Heikkinen, S., Helovuori, S., Kaartinen, A., Kylkilahti, E. & Kuismin, A.
Unknown funder
01/01/2012 → 31/01/2014
Projekti: Tutkimusprojekti
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
Projekti: Tutkimusprojekti

Siteeraa tätä

Autio, Minna Maarit ; Kylkilahti, Eliisa ; Autio, Jaakko. / Consumer Narratives of a Good Service Experience : Fractures in Script and Improvised Roles. Service excellence in management. Toimittaja / Erik Wästlund ; Bo Edvardsson ; Anders Gustafsson ; Mary Jo Bitner ; Rohit Verma . Karlstad : CTF, Service Research Center, Karlstad University, Sweden, 2013. Sivut 129-131

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title = "Consumer Narratives of a Good Service Experience: Fractures in Script and Improvised Roles",

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.",

keywords = "512 Business and Management",

author = "Autio, {Minna Maarit} and Eliisa Kylkilahti and Jaakko Autio",

year = "2013",

language = "English",

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editor = "Erik W{\"a}stlund and Bo Edvardsson and Anders Gustafsson and {Bitner }, {Mary Jo} and {Verma }, Rohit",

booktitle = "Service excellence in management",

publisher = "CTF, Service Research Center, Karlstad University, Sweden",

address = "Sweden",

note = "QUIS - International Research Symposium on Service Excellence in Management ; Conference date: 10-06-2013 Through 13-06-2013",

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Autio, MM , Kylkilahti, E & Autio, J 2013, Consumer Narratives of a Good Service Experience: Fractures in Script and Improvised Roles. julkaisussa E Wästlund, B Edvardsson, A Gustafsson, MJ Bitner & R Verma (toim), Service excellence in management. CTF, Service Research Center, Karlstad University, Sweden, Karlstad, Sivut 129-131, QUIS International Research Symposium on Service Excellence in Management, Karlstad, Ruotsi, 10/06/2013.

Consumer Narratives of a Good Service Experience : Fractures in Script and Improvised Roles. / Autio, Minna Maarit ; Kylkilahti, Eliisa; Autio, Jaakko.

Service excellence in management. toim. / Erik Wästlund; Bo Edvardsson; Anders Gustafsson; Mary Jo Bitner ; Rohit Verma . Karlstad : CTF, Service Research Center, Karlstad University, Sweden, 2013. s. 129-131.

Tutkimustuotos: Artikkeli kirjassa/raportissa/konferenssijulkaisussa › Konferenssiartikkeli › Tieteellinen

TY - GEN

T1 - Consumer Narratives of a Good Service Experience

T2 - QUIS - International Research Symposium on Service Excellence in Management

AU - Autio, Minna Maarit

AU - Kylkilahti, Eliisa

AU - Autio, Jaakko

N1 - Conference code: 13

PY - 2013

Y1 - 2013

N2 - 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.

AB - 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.

KW - 512 Business and Management

M3 - Conference contribution

SP - 129

EP - 131

BT - Service excellence in management

A2 - Wästlund, Erik

A2 - Edvardsson, Bo

A2 - Gustafsson, Anders

A2 - Bitner , Mary Jo

A2 - Verma , Rohit

PB - CTF, Service Research Center, Karlstad University, Sweden

CY - Karlstad

Y2 - 10 June 2013 through 13 June 2013

ER -

Consumer Narratives of a Good Service Experience: Fractures in Script and Improvised Roles

Abstrakti

Tieteenalat

Projektit

CONSER: Consumer Service Culture and the Economy – Narratives and Statistics / Palvelukulttuuri kuluttajien tarinoissa ja taloustilastoissa 2012-2014

Vähittäiskaupan kuluttajalähtöinen kehittäminen 2011 - 2013, Customer driven innovation in retail services (KM-Retail)

Siteeraa tätä