Search results for "service encounters"
showing 2 items of 2 documents
Consumers in Information Technology Enabled Service Encounters: Perceptions and Tradeoffs in Multi-Channel Interactions
2015
This study examines information technology enabled, multi-channel service context from the end-user's perspective and, more specifically, from the perspective of a consumer, in particular the extent to which the multi-channel interaction experience results in consumer satisfaction and any tradeoffs that consumers make in the evaluation of the context of service. Empirical results from our online survey with mobile consumers indicate that the variables included in the model have a direct impact on consumer satisfaction when considered individually. There are, however, tradeoffs between variables (e.g., problem-handling and record accuracy; scalability and usability of service) when considere…
How Wild Can It Get? Managing Language Learning Tasks in Real Life Service Encounters
2019
This chapter explores how experientially based pedagogical activities that involve participation in real life service encounters provide occasions for developing L2 interactional competence. The data comprises novice L2 students’ self-recorded interactions in service settings and videorecordings of classroom planning activities and de-briefing discussions, where the students reflect on their experiences. The analysis traces what kinds of occasions for learning arise as the students move between the classroom and the real-world service settings. The findings show that the different phases of the task complement each other in supporting the development of interactional competence. The prepara…