Interactive gaps and cause-effect-outcomes in processes and interfaces of teleological service encounters

Abstract

Purpose

The study aims to describe the interactive gaps between service receiver learning curves and service provider adaptive curves, as well as the cause-effect-outcome in processes and interfaces of service encounters, through the perspective of teleological actions.

Design/methodology/approach

This paper includes a qualitative study based on non-probability sampling of informants (air passengers).

Findings

The empirical findings indicate interactive gaps in teleological service encounters and a cause-effect-outcome sequence in the associated processes and interfaces.

Research limitations/implications

The study provides knowledge on how to manage the interactive interface between a service provider and a service receiver and a foundation for enhancing complaint handling in service encounters after critical incidents have occurred.

Practical implications

Service providers need to balance their teleological actions in relation to the service receivers’ teleological actions when critical incidents occur.

Originality/value

The paper takes into account service receiver teleological learning curves in relation to service provider teleological adaptive curves in an interactive transformative service encounter (TSE)-model that provides multiple opportunities for further research.

Citation

Svensson, G. and Padin, C. (2016), "Interactive gaps and cause-effect-outcomes in processes and interfaces of teleological service encounters", International Journal of Culture, Tourism and Hospitality Research, Vol. 10 No. 3, pp. 261-271. https://doi.org/10.1108/IJCTHR-02-2016-0014