Bi-directional and Stratified Demeanour in Value Forming Service Encounter Interactions

• The purpose of this paper is to unearth the bi-directional and stratified nature of service encounter interactions. Drawing on a detailed empirical study of service demeanour in mobility services, seen from a customer perspective, we outline a classification of 6 overarching demeanour practices, 20 sub-activities, and interactional sequences, explaining how value co-formation is realized. We suggest that value derives from bi-directional activities mutually combined in congruent ways, avoiding counterproductive interactions.

Subject headings

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Keyword

Value co-creation

Bi-directionality

Interaction

Service encounter demeanour

Transformative service research

Business and IT

Handel och IT

Business Administration

Publication and Content Type

ref (subject category)

art (subject category)