With support of the Peter Pribilla-Foundation a pilot study about service encounter was conducted. The study aimed at generating new knowledge concerning critical interactions of service-providers, and service-consumers. To achieve this aim, the project participants brought in gained knowledge from previous studies, they have conducted. Those studies found that not only a service output is achieved, and achieved on provider-, and costumer-side, but valuable knowledge is generated through a well-designed interaction – the encounter of services – between customers and providers. Aforesaid is supported by the study “Managing innovation through customer coproduced knowledge in electronic services: An exploratory study” (published in JAMS, 2008). The study shows that the employee’s point of view, i.e. customers of electronic services, play three different roles, and within these roles diverse knowledge stocks are created during service encounter. Furthermore, a second study within the field of call centers reveals that employees need different abilities (e.g. investigative and adoption abilities) to generate several kinds of knowledge in interaction with the customer. Still several gaps and challenges concerning the generation of knowledge during service encounter remain unsolved. Especially dyadic data is missing that takes both perspectives, i.e., customers, and provider’s perspective, into account. So the focus of this project was to find answers to the question how knowledge that was generated during service encounter can be used to create innovations, and to improve employee management. Results are expected to show how the service encounter should be ideally designed for generating knowledge. Furthermore, the study asks how generation of knowledge impacts perceived service quality, and also to what extent the knowledge can be used as a pool of ideas for leadership, and innovation management.
With support of the Peter Pribilla-Foundation a pilot study about service encounter was conducted. The study aimed at generating new knowledge concerning critical interactions of service-providers, and service-consumers. To achieve this aim, the project participants brought in gained knowledge from previous studies, they have conducted. Those studies found that not only a service output is achieved, and achieved on provider-, and costumer-side, but valuable knowledge is generated through a well-designed interaction – the encounter of services – between customers and providers. Aforesaid is supported by the study “Managing innovation through customer coproduced knowledge in electronic services: An exploratory study” (published in JAMS, 2008). The study shows that the employee’s point of view, i.e. customers of electronic services, play three different roles, and within these roles diverse knowledge stocks are created during service encounter. Furthermore, a second study within the field of call centers reveals that employees need different abilities (e.g. investigative and adoption abilities) to generate several kinds of knowledge in interaction with the customer. Still several gaps and challenges concerning the generation of knowledge during service encounter remain unsolved. Especially dyadic data is missing that takes both perspectives, i.e., customers, and provider’s perspective, into account. So the focus of this project was to find answers to the question how knowledge that was generated during service encounter can be used to create innovations, and to improve employee management. Results are expected to show how the service encounter should be ideally designed for generating knowledge. Furthermore, the study asks how generation of knowledge impacts perceived service quality, and also to what extent the knowledge can be used as a pool of ideas for leadership, and innovation management.
2. Zer eskaintzen dugu
o Itzulpengintzari buruzko informazioa
o Itzulpengintzaren inguruko gogoeta eta
ikerketa
o Lanbideari buruzko argibideak eta baliabideak
o Prestakuntza
o Argitalpenak
o Literatura itzuliaren sustapena
6. Gogoeta - Ikerketa [1]
Blog berri hau hizkuntza-kalitatearen inguruko gogoeta labur eta proposamenak trukatzeko eta elkarrizketarako plaza izateko sortu du
EIZIEk.
7. Gogoeta - Ikerketa [2]
ItzuL 2tzuL
Eguneroko lanean sortu ohi diren arazoak beste lankide
itzultzaileen laguntzaz konpondu eta eztabaidatzeko foro
elektronikoa eskaintzen du.
ItzuLetik berreskuratzea merezi duten gaiak
sakontzeko bidea.
8. Gogoeta - Ikerketa [3]
Manikeismotik urrun, itzulpen bakoitzean zer eta zergatik egin den ulertzeko bidea eman
nahi luke, geure langintza uler dezagun lagundu.
Itzulpen
kritika
berezitua
9. Gogoeta - Ikerketa [4]
Teknologia berrien inguruan gaur egun diren kezka eta egitasmoak jasotzeko asmotan antolatu zen mintegia
Azken urteotako literatur itzuliaren azterketa
Literatur itzulpenak baloratzeko irizpideak
Eleaniztasuna, enpresa, itzulpena. Zenbait gogoeta izenez eta izanaz
Hizkuntzen kudeaketa mundu global batean
12. Lanbidea: argibideak eta baliabideak [3]
Jarduerak
Tresnak
Nazioarteko Eguna
Itzultzailearen
#itzultzaileareneguna
Nazioarteko Eguna
Zuzentzailearen
Loturak
#ZuzentzaileEguna
13. Lanbidea: argibideak eta baliabideak [4]
Zabalduz eta osatuz joango bada
ere, oraingoz katalogoak 2011
urtera bitartean argitaratu diren
helduentzako literatur lanak
(saiakera barne) biltzen ditu.
14. Prestakuntza
IkAsTaRoAk–2012
Itzulpengintza T e s t u g i n t z a Interpretazioa Teknologiak
Gaztelania xede IV Puntuazioa: testuak
antolatzeko giltza
Aldibereko Itzultzaileentzako
interpretazioa informatika
FR-EU mintegia
Testuaren koherentzia eta
kohesioa: zenbait
baliabide
Ikus aurreko urteetakoak
Itzulpenaren teoria
garaikideak
18. Argitalpenak [4]
Itzultzaile Aitzindariak Itzulpen Antologiak
Bizirik dauden belaunaldi horietako itzultzaile batzuei
Aurreko belaunaldietako idazle-itzultzaileen lana aitortu
omenaldia egitea eta elkarteko ohorezko kide izendatzea
eta berreskuratzeko helburuarekin argitaratuak
erabaki zuen elkarteak haien lan batzuk argitaratuz
19. Literatura
Literatura i tzuliaren
Unibertsala sustapena
itzultzen-UEU
Literatura Unibertsala
Literatura
ikastetxeetan
Unibertsala
liburutegietan
Literatura Unibertsala
Literaturia Literatura Unibertsala
20 urte
Literatura
Literatura
Unibertsala
Unibertsala
Sautrela I eta II
hedabideetan
21. Harremanak
EEE
EIE
APIE-EIEP
GALTZAGORRI
Red Vértice. Red española
de asociaciones de
traductores, intérpretes y
correctores
FIT-IFT
Itzultzaileen Nazioarteko Federazioa
22. EIZIE
Euskal Itzultzaile, Zuzentzaile eta Interpreteen
Elkartea
Zemoria 25 E-20013 Donostia
bulegoa[a bildua]eizie.org
Tel. +34943277111 – Fax +34943277288
www.eizie.org