Managing the services encounter : the moment of truth

dc.contributor.authorWeeks, R.V. (Richard Vernon)
dc.date.accessioned2015-11-16T08:30:05Z
dc.date.available2015-11-16T08:30:05Z
dc.date.issued2015
dc.description.abstractThe 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.librarianam2015en_ZA
dc.description.urihttp://reference.sabinet.co.za/sa_epublication/jcmanen_ZA
dc.identifier.citationWeeks, RV 2015, 'Managing the services encounter : the moment of truth', Journal of Contemporary Management, vol. 12, pp. 360-378.en_ZA
dc.identifier.issn1815-7440
dc.identifier.urihttp://hdl.handle.net/2263/50484
dc.language.isoenen_ZA
dc.publisherProf. Marthie Grobleren_ZA
dc.rightsProf. Marthie Grobleren_ZA
dc.subjectComplex systemsen_ZA
dc.subjectMoments of truthen_ZA
dc.subjectNarrativesen_ZA
dc.subjectOrganisational cultureen_ZA
dc.subjectService encounteren_ZA
dc.titleManaging the services encounter : the moment of truthen_ZA
dc.typeArticleen_ZA

Files

Original bundle

Now showing 1 - 1 of 1
Loading...
Thumbnail Image
Name:
Weeks_Managing_2015.pdf
Size:
216.15 KB
Format:
Adobe Portable Document Format
Description:
Article

License bundle

Now showing 1 - 1 of 1
Loading...
Thumbnail Image
Name:
license.txt
Size:
1.71 KB
Format:
Item-specific license agreed upon to submission
Description: