Show simple item record

dc.contributor.authorGiraldo Olivares, Mario
dc.contributor.authorNaranjo Del Giudice, Oscar
dc.contributor.authorNaranjo Arango, Rodrigo
dc.contributor.authorMercado Caruso, Nohora Nubia
dc.description.abstractMediante el estudio de caso de una institución de educación superior, los autores exploran como las dinámicas de ejercicio de poder, comportamiento político y liderazgo organizacional, actúan como mediadores del proceso de facilitación de valor y las relaciones en los diferentes encuentros internos de servicio de la organización. Analizando las prácticas de co-creación de valor del ecosistema de servicio organizacional, usando la teoría de la actividad, se encontró que las faltas en la entrega de las propuestas de valor se generaron por la multiplicidad de significados perseguidos por los diferentes públicos internos y el inadecuado juego de poder entre los mismosspa
dc.publisherCorporación Universidad de la Costaspa
dc.rightsAttribution-NonCommercial-ShareAlike 4.0 International*
dc.sourceOpcion, Volume 34, Issue Special Issue 18, 2018, Pages 1691-1714spa
dc.subjectUso de Poderspa
dc.subjectCo-creación de Valorspa
dc.subjectEcosistema de Serviciospa
dc.subjectTeoría de la Actividadspa
dc.titleHindering value facilitation and relational marketing practicesspa
dc.title.alternativeEntorpeciendo la facilitación de valor y las prácticas de marketing relacionalspa
dc.typeArtículo de revistaspa
dcterms.referencesALDERSON, Wroe. 1965. Dynamic Marketing Behavior. Richard D Irwin, Inc, Homewood (Estados Unidos)spa
dcterms.referencesANDERSON, Laurel., OSTROM, Amy., Corus, CANAN.., Fisk, Raymond., GALLAN, Andrew., GIRALDO, Mario., MENDE, Martin., MULDER, Mark., RAYBURN, Steven., ROSENBAUM, Mark., y SHIRAHADA, Kunio. 2013. “Transformative service research: An agenda for the future”. Journal of Business Research. 66/8:
dcterms.referencesBALLANTYNE David, y VAREY Richard. 2006. “Creating value-in-use through marketing interaction: the exchange logic of relating, communicating, and knowing”. Marketing Theory. 6/3:335-348spa
dcterms.referencesBATESON, John. 1985. ”Perceived Control and The Service Encounter" en The service encounter: managing employee/customer interaction in service businesses. Lexington Books, Lexington (Estados Unidos).spa
dcterms.referencesBERGER, Peter. y LUCKMANN Thomas. 1967. The social construction of reality. Penguin Books, Harmondsworth (Inglaterra)spa
dcterms.referencesBITNER, Mary Jo. 1992. “Servicesscapes: The impact of physical surroundings on customers and employees”. The journal of marketing. 57-71spa
dcterms.referencesBUCHANAN, David. y BADHAM, Richard. 1999. Power, politics and organizational change: wining the turf game. Sage, London (Inglaterra).spa
dcterms.referencesCHARMAZ, Kathy. 2014. Constructing grounded theory. Sage, London (Inglaterra).spa
dcterms.referencesCROSSAN, Mary., LANE Henry, y WHITE Roderick. 1999. “An organizational learning framework: from intuition to institution”. Academy of Management Review. 24/3:522-537spa
dcterms.referencesEISENDHARDT, K. y BOURGEOIS , L. J. 1988. “Politics and strategic decision making in high-velocity environments: towards a midrange theory”. Academy of Management Journal. 75/4:
dcterms.referencesEKMAN, Paul. y FRIESEN, Wallace. 1969. “The repertoire of nonverbal behavior: Categories, origins, usage, and coding”. Semiotica. 1/1:
dcterms.referencesENGESTRÖM, Yrjö. 1994. ”The Working Health Center Project: Materializing Zones of Proximal Development in a Network of Organizational Innovation," Action Research in Finland. Hakapaino Oy, Helsinki (Finlandia)ENGESTRÖM, Yrjö. 1999. Learning By Expanding: Ten Years After, German Edition. BdWi-Verlag, Marburg (Alemania)spa
dcterms.referencesENGESTRÖM, Yrjö. 2000. “Activity theory as a framework for analyzing and redesigning work”, Ergonomics, 43/7:
dcterms.referencesENGESTRÖM, Yrjö. 2001 “Expansive learning at work: toward an activity theoretical reconceptualization”. Journal of Education at Work. 14/1:133-156spa
dcterms.referencesENGESTRÖM, Yrjö. y MIETTINEN, Reijo. 1999. "Introduction activity theory: a well-kept secret" en Perspectives on Activity Theory. Cambridge University Press, Cambridge (Inglaterra)spa
dcterms.referencesFLIGSTEIN, Neil. 1990. The Transformation of Corporate Control. Harvard University Press, Cambridge (Estados Unidos).spa
dcterms.referencesFOUCAULT, Michel. 1977. Discipline and Punish: the Birth of a Prison. Allen Lane, London (Inglaterra).spa
dcterms.referencesFRANWICK, Gary., WARD James, HUTT, Michael, y REINGEN Peter. 1994 “Evolving patterns of organizational beliefs in the formation of strategy”. Journal of Marketing. 58/2: 96-110spa
dcterms.referencesGIRALDO, Mario, HALLIDAY, Susan, BOTERO, Maria, y BACHMANN, Reinhard. 2010. “Contradictions and powerplay in service encounters: an activity theory approach”. Cadernos EBAPE. VII/2:
dcterms.referencesGIRALDO, Mario. 2014. “The dynamics of knowledge co-creation in service encounters: a practice-theoretical approach”. Progressive Trends in Knowledge and System-Based Science for Service Innovation. IGI Global.
dcterms.referencesGIRALDO, Mario. 2015. Value creation and social context in service encounters: a practice approach. Doctoral dissertation, University of Surrey, (Inglaterra).spa
dcterms.referencesGRÖNROOS, Christian. 2008. "Adopting a service logic for marketing" en In search of a new logic for marketing: foundations of contemporary theory. Wiley, Chichester (Inglaterra)spa
dcterms.referencesGUMMESSON, Evert. 2000. Qualitative methods in management research. Sage, Thousand Oaks (Inglaterra).spa
dcterms.referencesGUMMESSON, Evert. 2007. “Exit services marketing, enter service marketing” Journal of Customer Behaviour. 6/2:113-141spa
dcterms.referencesGUTIERREZ, Kris., RYMES, Betsy. y LARSON, Joanne. 1995. “Script, counterscript, and underlife in the classroom: James Brown versus Brown v. board of education”. Harvard Educational Review. 65/3: 445-471spa
dcterms.referencesGREMLER, Dwayne., JO BITNER, Mary. y EVANS, Kenneth. 1994. “The internal service encounter”. International Journal of Service Industry Management. 5/2:
dcterms.referencesHARDY, Cynthia. y CLEGG, Stewart. 1996. “Some dare call it power” en Handbook of Organizational Studies. Sage, London (Inglaterra)spa
dcterms.referencesHARDY, Cynthia, PHILLIPS, Nelson, y LAWRENCE Tom. 1998. “Distinguishing trust and power in interorganizational relations: forms and facades of trust”.spa
dcterms.referencesLANE, Christel. y BACHMANN, Reinhard. 1998. Trust within and between organizations. Oxford University Press, Oxford (Inglaterra).spa
dcterms.referencesHOLTTINEN, Heli. 2010 “Social practices as a units of value creation: theoretical underpinnings and implications”. International Journal of Quality and Service Sciences. 2/1:
dcterms.referencesLAZEGA, Emmanuel. 1992. The micropolitics of knowledge: communication and indirect control in workgroups. Aldine de Gruyter, New York (Estados Unidos)spa
dcterms.referencesMAINIERO, Lisa. 1986. “Coping with powerlessness: the relationship of gender and job dependency to empowerment-strategy use”. Administrative Science Quaterly. 31/4: 633-653spa
dcterms.referencesNARANJO, Oscar. y GIRALDO, Mario. 2014. “Análisis descriptivo de la dinámica del surf como práctica social”. Telos. 16(2):
dcterms.referencesPATTON, Michael. 1987. How to use qualitative methods in evaluation. SAGE, London (Inglaterra).spa
dcterms.referencesRAVALD, Annika y GRÖNROOS, Christian. 2009. Marketing and the logic of service: value facilitation, value creation and co-creation, and their marketing implications. Hanken School of Economics, Helsinki (Finlandia)spa
dcterms.referencesRAVEN, Bertram. 2008. “The bases of power and the power/interaction model of interpersonal influence”. Analyses of Social Issues and Public Policy. 8:
dcterms.referencesRICHARDSON, Laurel,. 2000. “Evaluating ethnography”. Qualitative Inquiry. 6:
dcterms.referencesRUEKERT, Robert. y WALKER, Orville. 1987. “Interactions between marketing and R&D departments in implementing different business strategies”. Strategic Management Journal. 8/3: 233-248spa
dcterms.referencesSALDANA, Johnny. 2012. The Coding Manual for Qualitative Researchers. SAGE Publications, Thousand Oaks (Estados Unidos).spa
dcterms.referencesSKÅLÉN, Per. 2011. Managing service firms: The power of managerial marketing. Routledge, New York (Estados Unidos).spa
dcterms.referencesSPRADLEY, James. 1980. Participant observation. Waveland Press, Long Grove (Estados Unidos).spa
dcterms.referencesVAUGHAN, Diane. 1999. “The dark side of organizations: mistake, misconduct and disaster”. Annual Review of Sociology. 25:
dcterms.referencesWOLCOTT, Harry. 1994. Transforming qualitative data. Sage, Thousand Oaks (Estados Unidos).spa

Files in this item


This item appears in the following Collection(s)

  • Artículos científicos [2641]
    Artículos de investigación publicados por miembros de la comunidad universitaria.

Show simple item record

Attribution-NonCommercial-ShareAlike 4.0 International
Except where otherwise noted, this item's license is described as Attribution-NonCommercial-ShareAlike 4.0 International