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      Contradictions and power play in service encounters: an activity theory approach Translated title: Contradições e jogo de poder na prestação de serviços: abordagem de teoria da atividade

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          Abstract

          We present a perspective on the interpersonal element of service in which economic and social collaboration takes place in real time: the service encounter. We view it as a site of conflict for power and control where social identities are anchored and collective meanings are constituted and reproduced. Our theoretical underpinning is taken from the Activity Theory (AT) to shed light on the service encounter as a contradictory, political locus of tension between providers and customers (internal and external) in the Higher Education (HE) market.

          Translated abstract

          Neste trabalho apresenta-se uma perspectiva sobre o elemento interpessoal do serviço em que a colaboração econômica e social é realizada em tempo real: o encontro de serviço. Visto como um local de conflito de poder e controle social, no qual as identidades são ancoradas e significados coletivos são constituídos e reproduzidos. O referencial teórico deste trabalho baseia-se na Teoria da Atividade (TA), que permite compreender melhor o encontro de serviços como um locus político de tensão contraditório entre fornecedores e clientes (internos e externos) no mercado de Ensino Superior (ES).

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          Most cited references 55

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          Rethinking Customer Solutions: From Product Bundles to Relational Processes

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            Marketing‐orientation Revisited: The Crucial Role of the Part‐time Marketer

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              KNOWLEDGE AND THE THEORY OF ORGANIZATIONS: ORGANIZATIONS AS ACTIVITY SYSTEMS AND THE REFRAMING OF MANAGEMENT*

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                Author and article information

                Contributors
                Role: ND
                Role: ND
                Role: ND
                Role: ND
                Journal
                cebape
                Cadernos EBAPE.BR
                Cad. EBAPE.BR
                Fundação Getulio Vargas, Escola Brasileira de Administração Pública e de Empresas (Rio de Janeiro )
                1679-3951
                June 2010
                : 8
                : 2
                : 353-369
                Affiliations
                [1 ] Universidad del Norte Colombia
                [2 ] University of Surrey United Kingdom
                [3 ] Universidad del Norte Colombia
                [4 ] University of Surrey United Kingdom
                Article
                S1679-39512010000200011
                10.1590/S1679-39512010000200011
                Product
                Product Information: website
                Categories
                MANAGEMENT

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