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Service Triangle

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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Patricia Rodríguez Castillo
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69 views9 pages

Service Triangle

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.

Uploaded by

Patricia Rodríguez Castillo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

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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