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  • Service Triangle

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    Patricia Rodríguez Castillo
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    The service triangle is an analytical framework that emphasizes the interactional dynamics between management, workers, and clients in service work. The triangle has three objectives: to promote services, to develop employees, and to deliver services to customers through interactive marketing. There are three types of relationships within the triangle: the employment relationship between management and employees, the business relationship between the company and customers, and the service relationship between employees and customers. Power configurations within these relationships can be complex, with power dynamics existing even within dual relationships. Organizational scenarios that can occur include subordination being maintained, displaced, or diluted.

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    Service triangle

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    The service triangle is an analytical framework that emphasizes the interactional dynamics between management, workers, and clients in service work. The triangle has three objectives: to promote services, to develop employees, and to deliver services to customers through interactive marketing. There are three types of relationships within the triangle: the employment relationship between management and employees, the business relationship between the company and customers, and the service relationship between employees and customers. Power configurations within these relationships can be complex, with power dynamics existing even within dual relationships. Organizational scenarios that can occur include subordination being maintained, displaced, or diluted.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    12 views9 pages

    Service Triangle

    Uploaded by

    Patricia Rodríguez Castillo
    The service triangle is an analytical framework that emphasizes the interactional dynamics between management, workers, and clients in service work. The triangle has three objectives: to promote services, to develop employees, and to deliver services to customers through interactive marketing. There are three types of relationships within the triangle: the employment relationship between management and employees, the business relationship between the company and customers, and the service relationship between employees and customers. Power configurations within these relationships can be complex, with power dynamics existing even within dual relationships. Organizational scenarios that can occur include subordination being maintained, displaced, or diluted.

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    © All Rights Reserved
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    of 9

    Service Triangle

    Dr. Alejandro Alvarado Herrera 2022


    What is the

    service triangle? Company

    It is an analytical framework
    Internal
    External

    Marketing Marketing
    that emphasizes the

    interactional dynamics between

    management, workers, and


    clients in service work
    (Subramanian & Suquet, 2018),
    Employee Customer
    Interactive

    Marketing
    The triangle objectives
    To
    promote
    To

    develop
    To
    deliver

    services Harvard Business Review


    Types of relation
    1. Employment Relation
    2. Business Relation
    3. Service Relation
    The interests of two

    parts may
    Power
    align with those of the

    third part

    Power configurations within

    the triangular relationship

    are complex.
    Even within the

    dual relationship

    of the two
    actors, there may

    be an exertion of

    power

    Organisational

    Scenarios
    1. Subordination is maintained
    2. Subordination is displaced
    3. Subordination is diluted
    (Harvard et al, 2009)
    Evidence 1
    Design a solution in which the

    costumer-centric approach and the

    internal marketing strategies and

    differentiation are implemented for the

    United Airlines' case so that they won't

    fall into another situation mishandling

    customer problems again.


    Homework
    Finish you evidence

    and upload a PDF

    on canvas
    Thank you
    Dr. Alejandro Alvarado Herrera 2022

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