Conspicuously Missing: Culture in Service Research

Arnould, E. (Speaker)

Activity: Talk or presentation typesPublic or invited talk


Current service research aspires to contribute to broadened social scientific conversations. For example, ecosystem and well-being are two general social scientific constructs that animate this conference. But from my anthropological perspective, service research still adopts a rather mechanistic conception of culture that limits its contributions. Adding enriched cultural constructs to service research creates opportunities to contribute to other conversations. Drawing from two different empirical studies, my intervention addresses two aspects of culture. One is to do with mutuality or what some might call consociality. These are labels for the binding ties of mutual qualification that affect the service encounter. The other is the cultural templates for action and interpretation. Of necessity, these templates, or heuristics and routines, organize the practices that service researchers gloss as resource integration.
Event titleRESER Conference: null
Event typeConference
LocationNaples, Italy


  • culture
  • service research