Systems of Consumer Practice as Context for Service Usage

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Abstract

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.
Original languageEnglish
Title of host publicationQUIS 12: Advances in Service Quality, Innovation and Excellence
EditorsBo van der Rhee, Liana Victorino
Number of pages8
Place of PublicationItchaca, NY, USA
Publication date2011
Pages730-737
ISBN (Print)978-0-578-08457-2
Publication statusPublished - 2011
MoE publication typeA4 Article in conference proceedings
Event2011 International Research Symposium on Service Excellence in Management (QUIS) - Ithaca, NY, Ithaca, United States
Duration: 02.06.201105.06.2011
Conference number: 12

Keywords

  • KOTA2011

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    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).