scholarly journals Contradictions and power play in service encounters: an activity theory approach

2010 ◽  
Vol 8 (2) ◽  
pp. 353-369 ◽  
Author(s):  
Mario Eduardo Giraldo Oliveros ◽  
Susan Vaux Halliday ◽  
Maria Mercedes Botero Posada ◽  
Reinhard Bachmann

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.

2021 ◽  
Author(s):  
◽  
Angelina Sbroma

<p>"Children's books have always been filled with death," Patrick Ness writes in his review of Neil Gaiman's The Graveyard Book. "You can't have an orphan without at least two dead people, after all." Literary childhood, from its origins, is not only associated with, but commonly defined by the experience of loss. This thesis argues that children's literature is fixated on endings; that it is marked by the insistent, and persistent, presence of mortality. Further, it argues that mortality is not just a prevalent theme, but a fundamental organising principle both thematically and structurally, working to define the genre and shape its form and substance.  The mortal notes in children's literature are an inevitable effect of the peculiar conditions of its production. Children do not, for the most part, write their own literature: it is written by adults who necessarily write to, of, and for the child from a point in time irrevocably apart from it. Critic Jacqueline Rose has famously articulated the "acknowledged difference, a rupture almost, between writer and addressee" on which children's literature rests. The overwhelming presence of mortality in the genre is a direct effect of the rupture at its heart: inevitably aware of the acknowledged difference between writer and addressee, and filtered through adult memory and imagination, literary childhood cannot help but be framed as eulogy and elegy, constructed as the beginning of an ending.  This reading, then, addresses the gap between adult and child that has occupied children's literature criticism for almost thirty years, but it moves beyond questions of power and control to focus on its creative effects. The thesis explores mortality and the construction of literary childhood in relation to adulthood in a range of fantasy subgenres. It begins with the classics of the Victorian Golden Age, exploring the writing of childhood at the origins of modern children's fantasy. The chapters on animal stories, toy stories and ghost stories all shed light on the figuring of childhood through close association and identification, each foregrounding particular qualities with which literary childhood is invested. In animal characters, primacy is given to an intense and largely contextless vitality, to an orientation in a paradoxically eternal and eternally fleeting present moment. Toys are memory boxes, highlighting the importance of the child (and children's literature) as a lieu de mémoire. Ghost characters emphasise the ways in which childhood is figured as past and as haunting, memorialised even in its presence. In time-slips and alternate world fantasy, the dissonant once-and-future oriented, mortal qualities of literary childhood manifest themselves in the manipulation of the time and space of setting.  But as dependent as the impulse to elegy is on difference, it also depends for its entire effect on the inescapable continuity between adult and child. Put another way, we were once them. They will be us. That the "impossible" relation between adult and child is so neatly encapsulated by the memento mori – "that which you are, we were; that which we are, you shall be" – speaks to how and why mortality casts so deep a shadow in the literature.</p>


Author(s):  
Nishant Shah

The interface is a ubiquitous organizational metaphor. This chapter shows how the interface is discussed simultaneously but discretely as a noun and as a verb—as a site of encounter as well as an active controller of our digital practices, respectively. This duality produces a deadlock in critical examination of digital interfaces. The chapter proposes to break the impasse by positioning the interface as a process and analysing it through three sites of inquiry—thresholds, intentionality, and measurement—to enliven the politics of power and control in the organizational promises of the interface.


2021 ◽  
Author(s):  
◽  
Angelina Sbroma

<p>"Children's books have always been filled with death," Patrick Ness writes in his review of Neil Gaiman's The Graveyard Book. "You can't have an orphan without at least two dead people, after all." Literary childhood, from its origins, is not only associated with, but commonly defined by the experience of loss. This thesis argues that children's literature is fixated on endings; that it is marked by the insistent, and persistent, presence of mortality. Further, it argues that mortality is not just a prevalent theme, but a fundamental organising principle both thematically and structurally, working to define the genre and shape its form and substance.  The mortal notes in children's literature are an inevitable effect of the peculiar conditions of its production. Children do not, for the most part, write their own literature: it is written by adults who necessarily write to, of, and for the child from a point in time irrevocably apart from it. Critic Jacqueline Rose has famously articulated the "acknowledged difference, a rupture almost, between writer and addressee" on which children's literature rests. The overwhelming presence of mortality in the genre is a direct effect of the rupture at its heart: inevitably aware of the acknowledged difference between writer and addressee, and filtered through adult memory and imagination, literary childhood cannot help but be framed as eulogy and elegy, constructed as the beginning of an ending.  This reading, then, addresses the gap between adult and child that has occupied children's literature criticism for almost thirty years, but it moves beyond questions of power and control to focus on its creative effects. The thesis explores mortality and the construction of literary childhood in relation to adulthood in a range of fantasy subgenres. It begins with the classics of the Victorian Golden Age, exploring the writing of childhood at the origins of modern children's fantasy. The chapters on animal stories, toy stories and ghost stories all shed light on the figuring of childhood through close association and identification, each foregrounding particular qualities with which literary childhood is invested. In animal characters, primacy is given to an intense and largely contextless vitality, to an orientation in a paradoxically eternal and eternally fleeting present moment. Toys are memory boxes, highlighting the importance of the child (and children's literature) as a lieu de mémoire. Ghost characters emphasise the ways in which childhood is figured as past and as haunting, memorialised even in its presence. In time-slips and alternate world fantasy, the dissonant once-and-future oriented, mortal qualities of literary childhood manifest themselves in the manipulation of the time and space of setting.  But as dependent as the impulse to elegy is on difference, it also depends for its entire effect on the inescapable continuity between adult and child. Put another way, we were once them. They will be us. That the "impossible" relation between adult and child is so neatly encapsulated by the memento mori – "that which you are, we were; that which we are, you shall be" – speaks to how and why mortality casts so deep a shadow in the literature.</p>


2021 ◽  
pp. 1329878X2110416
Author(s):  
Ben Egliston ◽  
Marcus Carter

Virtual reality – a site of renewed interest for major players in the tech industry – is increasingly one fraught with questions of data capture. This article examines the case of the Facebook owned virtual reality company Oculus and its intensifying privacy and surveillance risks with respect to the data generated and gathered through its devices. To explore the surveillance-centred structures of Oculus, this article examines Oculus’ privacy policies from December 2014 (the first version following the company's acquisition by Facebook), and October 2020 (the most recent iteration of the policy). In so doing, we examine these policies as sites of discourse, asking how they frame and afford power and control to Facebook, and position Facebook and Oculus’ surveillant aims and logics relative to societal concerns about, and regulations of, data.


2019 ◽  
Vol 31 (1) ◽  
pp. 79-114 ◽  
Author(s):  
Sabine Fliess ◽  
Maarten Volkers

Purpose The purpose of this paper is to explore the reasons why customers often cannot or do not exit a negative service encounter (lock-in) and to discuss how this affects their well-being and coping responses. This contributes to the research on how negative service encounters emerge and evolve and how such encounters impact customer well-being and subsequent responses. Design/methodology/approach An inductive, exploratory approach was used. Interviews with 20 service customers yielded over 90 detailed lock-in experiences across 25 different services. A multi-step, iterative coding process was used with a mixture of coding techniques that stem from a grounded theory approach. Findings Four categories of factors that caused customers to endure a negative event were identified (physical lock-in, dependency on the service, social lock-in and psychological lock-in). Customers either experienced inner turmoil (if they perceived having the option to stay or leave) or felt captive; both impacted their well-being and coping strategies in different ways. Three characteristics of negative events that caused lock-in to persist over time were identified. Research limitations/implications This is a qualitative study that aims to identify factors behind customer lock-in, reduced well-being and coping strategies across different types of service encounters. Future research may build on these themes to investigate lock-in during specific service encounters in greater depth. Practical implications This research provides insights regarding how service providers can anticipate lock-in situations. In addition, the findings point to several ways in which frontline employees can assist customers with the coping process, during lock-in. Originality/value Customer lock-in during a service encounter is a common, yet unexplored phenomenon. This research contributes to a better understanding of why customers endure negative events and how such perceptions are reflected in their experiences and behaviors.


MIS Quarterly ◽  
2013 ◽  
Vol 37 (1) ◽  
pp. 125-147 ◽  
Author(s):  
Rui Chen ◽  
◽  
Raj Sharman ◽  
H. Raghav Rao ◽  
Shambhu J. Upadhyaya ◽  
...  

Sign in / Sign up

Export Citation Format

Share Document