Tjänstens triad: Från ömsesidig harmoni till dialektisk spänning i tjänstemöten

Erika Andersson Cederholm, Szilvia Gyimothy

Research output: Chapter in Book/Report/Conference proceedingBook chapterResearch

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.
Original languageEnglish
Title of host publicationServicemötet - Multidisciplinära öppningar
EditorsHervé Corvellec, Hans Lindquist
PublisherLiber
Pages47-63
ISBN (Print)91-47-07598-8
Publication statusPublished - 2005

Subject classification (UKÄ)

  • Social Sciences Interdisciplinary

Keywords

  • corporate travel
  • service triad
  • service relationships
  • hybrid market

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