A LUZ NOS CENÁRIOS DE SERVIÇOS FENOMENOLOGIA DA EXPERIÊNCIA INTERATIVA DOS PARTICIPANTES DOS ENCONTROS DE SERVIÇOS COM A ILUMINAÇÃO AMBIENTAL / LIGHT AT SERVICESCAPES: PHENOMENOLOGY OF THE INTERACTIVE EXPERIENCE OF SERVICE ENCOUNTERS PARTICIPANTS WITH ENVIRONMENTAL LIGHTING

AUTOR(ES)
DATA DE PUBLICAÇÃO

2003

RESUMO

Taking up a phenomenological-hermeneutical approach, this dissertation seeks both to widen as well as to improve the ways through which people participating in service encounters interact with environmental lighting. In this sense, the literature review focussed servicescapes as spatial representations whereby the physical environment of a service firm supports a drama where light is a crucial element. According to a standpoint which is both inter- and transdisciplinary, contributions from several disciplines - e. g. Biology, Medecine, Optical Physics, Quantic Physics, Environmental Psychology, Anthropology, Semiotics, Architecture and Scenic Arts - have been brought about to give access to the most relevant theories about light as well as to start filling up some extant research gaps. The field study was developed in thematic service stores. Both direct observation and qualitative interviews allowed to collect information from participants who had experienced one or more interactions as conceived in this study. Following basic principles from Content Analysis and Interparticipant Observation, the interviews were interpreted, classified and then used to generate several research propositions. The propositions were then analysed by 5 referees in order to be finally presented as propositive guidelines to a better understanding of lighting experiences during service encounters.

ASSUNTO(S)

fenomenologia symbolic interactionism iluminacao interacionismo simbolico consumer tribes tribos de consumidores cenarios de servicos lighting phenomenology servicescapes

ACESSO AO ARTIGO

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