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Paper info: Interaction, Interacting and the Service Encounter

Title


Interaction, Interacting and the Service Encounter

Authors


Catherine Sutton-Brady
University of Sydney
Australia
Catherine Sutton-Brady ,
Judy Zolkiewski
Manchester Business School
United Kingdom
Judy Zolkiewski and
XIA ZHU
Manchester Business School
United Kingdom
XIA ZHU

Place of Publication


The paper was published at the 24th IMP-conference in Uppsala, Sweden in 2008.

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Abstract


This paper provides a research agenda which explicitly addresses the role of service encounters in business-to-business relationships. We contend that discussion of service in business-to-business interaction has tended to be implicit rather than explicit. There are notable exceptions, e.g. Yorke, 1990, Halinen, 1994 and Cater, 2007, but these are really the exception rather than the rule. We outline our understanding of how the service encounter relates to interaction and interacting and then list a number of areas in which research needs to be undertaken in order to develop our understanding of business-to-business service encounters.