Managing the services encounter : the moment of truth

Show simple item record Weeks, R.V. (Richard Vernon) 2015-11-16T08:30:05Z 2015-11-16T08:30:05Z 2015
dc.description.abstract The client assumes centre stage in managing the services encounter, both in terms of service expectations and the service experience itself, aspects that in practice are complex to manage as they entail a human dimension of subjectivity. The literature tends to adopt a more traditional recipe-based “scientific management” approach, while in practice it would appear that a complex adaptive systems (CAS) approach may be more effective in managing the services encounter. It is an approach that embodies a multidisciplinary systems perspective that focuses not only on the on-stage encounters but also on the backstage support systems that play a key role in ensuring client satisfaction. The research consequently adopts a multi-disciplinary review of the literature relating to the management of service encounters to gain an insight into the two contrasting approaches. An important finding that emerges from the research is that the service encounter is emergent in nature and thus extremely complex to manage in practice, while the back and front stage systemic integration and management appear to adopt a more contemporary management approach. en_ZA
dc.description.librarian am2015 en_ZA
dc.description.uri en_ZA
dc.identifier.citation Weeks, RV 2015, 'Managing the services encounter : the moment of truth', Journal of Contemporary Management, vol. 12, pp. 360-378. en_ZA
dc.identifier.issn 1815-7440
dc.language.iso en en_ZA
dc.publisher Prof. Marthie Grobler en_ZA
dc.rights Prof. Marthie Grobler en_ZA
dc.subject Complex systems en_ZA
dc.subject Moments of truth en_ZA
dc.subject Narratives en_ZA
dc.subject Organisational culture en_ZA
dc.subject Service encounter en_ZA
dc.title Managing the services encounter : the moment of truth en_ZA
dc.type Article en_ZA

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