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Service Encounters: Proposition of a Typology
[Proposition d'une typologie des rencontres de service]

Author

Listed:
  • Yves Cinotti

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

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.

Suggested Citation

  • Yves Cinotti, 2007. "Service Encounters: Proposition of a Typology [Proposition d'une typologie des rencontres de service]," Post-Print hal-03324797, HAL.
    • Handle: RePEc:hal:journl:hal-03324797
    Note: View the original document on HAL open archive server: https://hal.science/hal-03324797
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    References listed on IDEAS

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