The paper presents activities within consumer practices as context for service usage, and shows how consumers’ requirements for a service differ depending on their surrounding systems of practice. Practices are units of socially informed and meaning-laden behaviour that people carry out as a part of their daily life. Interviews with five wine consumers revealed five different contexts for the services of a wine store. Activities within the practice were divided into having cognitive, affective or informational purposes, and were arranged into an “activity tree”, where the position and function of the service could be observed.
|Title of host publication||QUIS 12: Advances in Service Quality, Innovation and Excellence|
|Editors||Bo van der Rhee, Liana Victorino|
|Number of pages||8|
|Place of Publication||Itchaca, NY, USA|
|Publication status||Published - 2011|
|MoE publication type||A4 Article in conference proceedings|
|Event||2011 International Research Symposium on Service Excellence in Management (QUIS) - Ithaca, NY, Ithaca, United States|
Duration: 02.06.2011 → 05.06.2011
Conference number: 12
Mickelsson, K-J. (2011). Systems of Consumer Practice as Context for Service Usage. In B. van der Rhee, & L. Victorino (Eds.), QUIS 12: Advances in Service Quality, Innovation and Excellence (pp. 730-737).