Situating service work in action: A review and a pragmatist agenda for analysing interactive service work
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7 juin 2021
- doi: 10.58079/n42f
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GdL, « Situating service work in action: A review and a pragmatist agenda for analysing interactive service work », Économie des conventions, ID : 10.58079/n42f
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Anna Schneider, Dilip Subramanian, Jean-Baptiste Suquet & Pascal Ughetto (2021) International Journal of Management Reviews, Online first Abstract. Research on interactive service work has paid close attention to how organizations and frontline employees deal with the inherent complexity of the customer–employee–employer triangle. This raises questions about the agency of interactive service workers with respect to the indeterminacy of service interactions. Our meta-narrative review f...