Advanced

Tjänstens triad: Från ömsesidig harmoni till dialektisk spänning i tjänstemöten

Andersson Cederholm, Erika LU and Gyimothy, Szilvia LU (2005) In Servicemötet - Multidisciplinära öppningar p.47-63
Abstract
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.... (More)
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. (Less)
Please use this url to cite or link to this publication:
author
organization
publishing date
type
Chapter in Book/Report/Conference proceeding
publication status
published
subject
keywords
corporate travel, service triad, service relationships, hybrid market
in
Servicemötet - Multidisciplinära öppningar
editor
Corvellec, Hervé and Lindquist, Hans
pages
47 - 63
publisher
Liber
ISBN
91-47-07598-8
language
English
LU publication?
yes
id
fad9b24e-ae5d-4a69-9190-bcfb6084cc4f (old id 756853)
date added to LUP
2007-12-17 15:00:55
date last changed
2016-04-16 10:21:46
@misc{fad9b24e-ae5d-4a69-9190-bcfb6084cc4f,
  abstract     = {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.},
  author       = {Andersson Cederholm, Erika and Gyimothy, Szilvia},
  editor       = {Corvellec, Hervé and Lindquist, Hans},
  isbn         = {91-47-07598-8},
  keyword      = {corporate travel,service triad,service relationships,hybrid market},
  language     = {eng},
  pages        = {47--63},
  publisher    = {ARRAY(0x78851d0)},
  series       = {Servicemötet - Multidisciplinära öppningar},
  title        = {Tjänstens triad: Från ömsesidig harmoni till dialektisk spänning i tjänstemöten},
  year         = {2005},
}