Service Encounters: Proposition of a Typology

Proposition d'une typologie des rencontres de service

Yves Cinotti ()
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Yves Cinotti: ESPE Toulouse - École supérieure du professorat et de l'éducation - Toulouse Midi-Pyrénées - UT2J - Université Toulouse - Jean Jaurès - UT - Université de Toulouse

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Abstract: The personal service encounter is a source of emotions. The metaphor of theatre was often used about it. From the Pine & Gilmore (1999) typology of roles taken on at work, a typology of personal service encounters is proposed and tested with observations at a hotel front office crew.

Date: 2007-03-15
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Published in 2e journée de recherche en marketing IRIS, Mar 2007, Lyon, France

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03324797

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