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The Dynamics of Knowledge Co-Creation in Service Encounters: A Practice-Theoretical Approach
Abstract
The service encounter has been a central topic of discussion and examination in service research. Most recently, service scientists have widely recognized knowledge as a vital foundation of competitive advantage being concerned with the co-creation, integration, and use of knowledge embedded in service systems. To make a contribution, this chapter introduces practice-theory as a potent cultural, socio-historical lens for acknowledging the service encounter as a contextually embedded, dynamic, and evolutionary knowledge creation system, filled with contradictions, where customers, organizations, and other stakeholders embedded in the system have the potential to co-create knowledge and learn together through (enhanced) service practice.
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