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    • Contradictions and power play in service encounters : An activity theory approach 

      Oliveros, Mario Eduardo Giraldo; Halliday, Sue; Posada, Maria Mercedes Botero; Bachmann, Reinhard (2010-06)
      We present a perspective on the interpersonal element of service in which economic and social collaboration takes place in real time: the service encounter. We view it as a site of conflict for power and control where ...