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Paper info: The order of the order: buyer-seller interactions in an industrial setting

Title


The order of the order: buyer-seller interactions in an industrial setting

Authors


Johan Hagberg and Nicklas Salomonson

Place of Publication


The paper was published at the 25th IMP-conference in Marseille, France in 2009.

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Abstract


This paper follows along the lines of Ford et al. (2008) with the purpose of analysing business interaction. It focuses on dyadic micro interactions between companies' representatives in a business to business context. The paper draws upon a study of customer service personnel and their interaction with customers by telephone in an industrial setting. The purpose is to analyse business interaction in the form of conversations. The analysis is focused on (1) how past interactions are brought into the present interaction; (2) if and how future interactions are being called for; and (3) how present interaction enables future interaction. The main question dealt with in this paper is: How can dyadic micro interactions taking place through ordering processes be conceptualised? We use a threefold conceptualization of interaction as past, present and future interaction combined with the ARA-model. It is argued that studying mundane micro interactions in a more detailed way is important in order to increase our understanding of business interactions.