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

        Author
        Oliveros, Mario Eduardo Giraldo
        Halliday, Sue
        Posada, Maria Mercedes Botero
        Bachmann, Reinhard
        Attention
        2299/6816
        Abstract
        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 social identities are anchored and collective meanings are constituted and reproduced. Our theoretical underpinning is taken from the Activity Theory (AT) to shed light on the service encounter as a contradictory, political locus of tension between providers and customers (internal and external) in the Higher Education (HE) market.
        Publication date
        2010-06
        Published in
        Cadernos EBAPE.BR
        Published version
        https://doi.org/10.1590/S1679-39512010000200011
        Other links
        http://hdl.handle.net/2299/6816
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