The purpose of this thesis is to investigate and understand the effect of a servicescape’s ambient and social conditions on consumers’ service encounter experience and their approach/avoidance behavior in a retail context. In three papers, with a total sample of over 1600 participants (including 550 actual consumers) and seven experiments, the author investigates the effect of music (ambient stimuli), employees’ self-disclosure (verbal social stimuli) and employees’ gazing behavior (nonverbal social stimuli) on consumers’ service encounter experience and approach/avoidance behavior in a retail store. Paper I comprised two experiments, and the aim was to investigate the influence of music on emotions, approach/avoidance behavior. Paper II comprised two experiments, and the aim was to investigate the effect of frontline employees’ personal self-disclosure on consumers’ reciprocal behavior. Paper III comprised three experiments, and the aim was to investigate the influence of employee’s direct eye gaze/ averted eye gaze on consumer emotions, social impression of the frontline employee and encounter satisfaction in different purchase situations. The results in this thesis show that music affects consumers in both positive and negative ways (Paper I). Self-disclosure affects consumers negatively, in such a way that it decreases encounter satisfaction  (Paper II) and, finally, eye gaze affects consumers by regulating both positively – and in some cases also negatively – consumers’ social impression of the frontline employee and their encounter satisfaction (Paper III). The conclusions of this thesis are that both ambient and social stimuli in a servicescape affect consumers’ internal responses, which in turn affect their behavior. Depending on the purchase situation, type of retail, and stimuli, the internal and behavioral responses are different. / The purpose of this thesis is to investigate and understand the effect of a servicescape’s ambient and social conditions on consumers’ service encounter experience and their approach/avoidance behavior in a retail context. In three papers, with a total sample of over 1600 participants (including 550 actual consumers) and seven experiments, the author investigates the effect of music, employees’ self-disclosure and employees’ gazing behavior on consumers’ service encounter experience and approach/avoidance behavior in a retail store. The results in this thesis show that music affects consumers in both positive and negative ways (Paper I). Self-disclosure affects consumers negatively, in such a way that it decreases encounter satisfaction (Paper II) and, finally, eye gaze affects consumers by regulating both positively – and in some cases also negatively – consumers’ social impression of the frontline employee and their encounter satisfaction (Paper III). The conclusions of this thesis are that both ambient and social stimuli in a servicescape affect consumers’ internal responses, which in turn affect their behavior. Depending on the purchase situation, type of retail, and stimuli, the internal and behavioral responses are different.

Haïti a inventé une nation comme république patriotique : la première République noire et indépendante. Cependant, après 200 ans d’histoire, sévit un clivage récurent à caractère social, économique et anthropologique entre deux catégories de population. Une grande partie des « citoyens » haïtiens sont en fait exclus de l’exercice de la citoyenneté. Cette exclusion interroge particulièrement l’éducation. Elle rend nécessaire la refondation d’une éducation créatrice d’une nouvelle citoyenneté.La thèse s’interroge sur l’apport de la parole et de l’action de Joseph Wresinski comme « nouveauté » dans l’éducation à la citoyenneté en Haïti. Elle explore les fondements philosophiques de l’éducation à travers des approches anthropologiques sur la civilisation et sur les civilisations, respectivement dans les travaux du penseur haïtien Anténor Firmin et du penseur antillais Édouard Glissant.Le cadre théorique est celui de « l’action politique comme surgissement du nouveau et de l’agir-ensemble avec les autres » chez Hannah Arendt, et celui de la « nation comme communauté des citoyens » d’après Dominique Schnapper. Le Mouvement ATD Quart Monde met en œuvre la pensée sociale et éducative de son fondateur Joseph Wresinski de sorte que la reconnaissance des expériences et des savoirs des personnes exclues contribue à une citoyenneté à part entière en Haïti.Une recherche basée sur une enquête sociologique du chercheur impliqué a permis de recueillir et de comparer les représentations de la citoyenneté des membres d’ATD Quart Monde et de celles de diverses autres personnes. Les membres d’ATD Quart Monde de milieux différents ont présenté comment ils construisent une communauté de pensée et d’action qui associe les apports de l’école et ceux de la famille, les apports de la communauté de vie ou des quartiers avec ceux des « élites ». C’est ce que nous appelons une « citoyenneté de la rencontre », dont la thèse montre qu’elle a pu et peut se réaliser, à partir de l’action de Joseph Wresinski en Haïti, mais non sans difficultés ni contradictions. / Haiti has invented a nation that is also a patriotic republic: the first independant black Republic. However after 200 years of history, a recurrent social economical and anthropological cleavage pervades between two categories of the population. A great number of Haitian "citizens"are in fact excluded from the practice of citizenship. This type of exclusion questions especially education. It necessitates a radical educational reform that gives birth to a new kind of citizenship. This thesis studies the contribution of the message and action of Joseph Wresinski as something original in the education to citizenship in Haiti. It examines the philosophical foundations of education through anthropological approaches on civilization and on different types of civilizations, in the work of the Haitian and West Indian thinkers ANTENOR FIRMIN and EDOUARD GLISSANT respectively. The theoretical framework is similar to that of "the political action as sudden appearance of novelty and of common action with others" according to Hannah Arendt. It is also close to the context of "the nation as community of citizens" by Dominique Schnapper. ATD FOURTH WORLD implements the social and educational thought of their founder JosephWresinski in such a way that the acknowledgement of the experiences and know-how of excluded individuals contributes to complete citizenship in Haiti. Research based on a sociolological survey made by the researcher who is deeply concerned by the project has enabled us to collect the representations of citizenship by members of ATD FOURTH WORLD and to compare them with those established by other individuals. Members of the movement from different social backgrounds have shown how they establish a community of thought and action that associates the approaches of the school and those of the family, the contribution of the community and districts where people live together with that of the "elite". It's what we call "encounter citizenship". Which, as the thesis can be achieved from and through the action of Joseph Wresinski in Haïti, although with some difficulties and a certain number of contradictions.

Titel: Att vara anhörig i den palliativa vården   Bakgrund: En obotlig sjukdom drabbar även anhöriga till den sjuke. I den palliativa vården möter den anhörige vårdpersonal inom olika yrkesgrupper som har till uppgift att stötta och hjälpa. Tidigare forskning visar dock att anhöriga inte alltid får det stöd de önskar eller har behov utav. Syfte: Att belysa anhörigas erfarenheter av mötet med vårdpersonal i den palliativa vården. Metod: Studien hade en kvalitativ ansats med data från femton individuella intervjuer som analyserades med latent innehållsanalys enligt Graneheim och Lundman. Resultat: Studien resulterade i fem kategorier: En god relation, Stöd från vårdpersonal, Möjlighet till delaktighet, Kunskap respektive Organisatoriska aspekter. Dessa utmynnade i ett övergripande huvudtemat: Förutsättningar för ett gott möte mellan anhörig och vårdpersonal. Resultatet visade att anhörigas erfarenheter av mötet var i många fall positivt där kunnig vårdpersonal var engagerad och visade respekt för den anhörige. En god kommunikation var en förutsättning och bidrog till en känsla av trygghet. Dock kunde olika faktorer så som stress, okunskap och brister i organisation leda till negativa upplevelser för den anhörige. Slutsats: Studiens resultat visar att för att ett gott möte ska kunna skapas är det betydelsefullt att förutsättningarna finns och det är flera faktorer som inverkar. Grundläggande är respekt, både i kommunikation och handling men även utifrån organisatoriska faktorer så som exempelvis vårdmiljö. Men för ett gott möte är det även viktigt att den anhörige känner trygghet, möts av god kunskap och ges möjlighet till att vara delaktig i vården. / Title: Being a relative of palliative care   Background: An incurable disease also affects relatives. In the palliative care, the relatives meet healthcare staff from different occupational groups whose task is to support and help. However, previous research shows that relatives do not always receive the support they want or need.                                                       Aim: To illuminate relatives' experiences of encounter with healthcare professionals in palliative care.   Method: The study had a qualitative approach with data from fifteen individual interviews that were analyzed with latent content analysis according to Graneheim and Lundman.   Result: The study resulted in five categories: A good relationship, Support from healthcare professionals, Opportunity for participation, Knowledge and Organizational aspects. These resulted in an overall main theme: Prerequisites for a good meeting between relatives and healthcare professionals. The result showed that the relatives’ experiences of the meeting with the healthcare personnel were in many cases positive. Knowledgeable personnel were dedicated and showed respect. Good communication was a prerequisite and contributed to a sense of safety. However, various factors such as stress, ignorance and organizational deficiencies could lead to negative experiences for the relative.   Conclusion: The result shows that there are several factors that are important in order to create a good encounter. Fundamental is respect, both verbally and in actions, but also on the basis of organizational factors such as care environment. In order to create the conditions for a good encounter, it is important that the relatives feels safe, meet staff with good knowledge and are given the opportunity to participate in the care.

Made available in DSpace on 2015-03-03T19:30:54Z (GMT). No. of bitstreams: 0 Previous issue date: 7 / Nenhuma / Quando os primeiros castelhanos chegaram à região da Mesoamérica foram confrontados com sociedades diferentes em uma proporção e variedade até então jamais experimentada por eles. Os espanhóis depararam-se com um problema a ser pensado e respondido: Quem era esse sujeito completamente desconhecido quem encontravam nesse Novo Mundo, de um outro radical, de uma civilização estranha, de uma realidade humana completamente distinta de todas aquelas conhecidas ou contadas pelo mundo Ocidental? Durante todo o período colonial, os europeus registraram as experiências vividas em boa parte do território explorado e ocupado por eles na América. Muitos dos escritos sobre os nativos das novas terras, relatam a história desses povos: a religiosidade, os deuses e, entre outras coisas, as práticas de sacrifícios humanos. Na pluralidade e heterogeneidade dos cronistas das Índias e suas narrativas que tratam dos sacrifícios humanos na Mesoamérica, os evangelizadores constituíram parte desse grupo. Dentre as produções de religi / When the first Spanish people came to the Mesoamerica region they faced different societies, and this happened in a proportion and variety that they had never experienced before. The Spanish came across a problem that required answers: who was that totally unknown individual who they had encountered in that New World, from another root, from a strange civilization, from a human reality which was completely different from all those that the Occidental world knew or counted? During the whole colonial time, the Europeans registered the experiences they had had in great part of the land they were exploiting and occupying in America. Many of the writings about the native peoples of the new land report the peoples’ history: the religiosity, the gods, and, besides other things, the practices of human sacrifice. In the plurality and heterogeneity of the chronicles writers of the Indies and their narratives that accounted the human sacrifices in Mesoamerica, the evangelists were part of that group. Among the written p

Submitted by Filipe dos Santos (fsantos@pucsp.br) on 2016-12-01T17:36:56Z No. of bitstreams: 1 Vania Brito Caires.pdf: 2004842 bytes, checksum: f57025d1086e9990cab47a5665bef3be (MD5) / Made available in DSpace on 2016-12-01T17:36:57Z (GMT). No. of bitstreams: 1 Vania Brito Caires.pdf: 2004842 bytes, checksum: f57025d1086e9990cab47a5665bef3be (MD5) Previous issue date: 2016-09-30 / Conselho Nacional de Desenvolvimento Científico e Tecnológico / The look for the disappearance of persons entails turning to various levels of complexity, it is through exercise guided by the practice that allows us to build coping mechanisms of a national phenomenon, made socially and historically. In this sense, this research back reflections of real facts linked to the disappearance of people and encounter people. Demonstrates its relevance as it enables the understanding of the disappearance phenomenon and evidence that theme that It involves all Rights Guarantees department. In the analysis of the cases we discuss the historical and dialectical dimension of meaning core and its development as a methodological proposal / O olhar para o desaparecimento de pessoas pressupõe voltar-se a vários níveis de complexidade. É através do exercício pautado na práxis que possibilita construir mecanismos de superação de um fenômeno naturalizado, constituído social e historicamente. Neste sentido, essa pesquisa traz reflexões de fatos reais atrelados ao desaparecimento e encontro de pessoas. Demonstra sua relevância à medida que viabiliza a compreensão do fenômeno do desaparecimento e aponta este como tema que atinge todos os órgãos de garantias dos Direitos Humanos. Na análise dos casos, como proposta metodológica, discute-se a dimensão histórico-dialética dos núcleos de significação e seus desdobramentos

Bakgrund: Suicid är idag den vanligaste yttre dödsorsaken i Sverige. Den enskilt största risken att avlida i suicid är tidigare suicidförsök. Det är en frekvent förekommande anledning till akut vård, vilket innebär att sjuksköterskor utanför den psykiatriska vården möter dessa patienter. Patienter som utfört suicidförsök beskriver både positiva och negativa erfarenheter av vården. I sjuksköterskans ansvar ingår att utföra bedömningar och att tillsammans med patienten komma överens om omvårdnadsåtgärder. Syfte: Syftet var att beskriva sjuksköterskans erfarenheter av att vårda suicidnära patienter inom somatisk vård. Metod: En litteraturöversikt har genomförts där tio kvalitativa artiklar inhämtades från databaserna CINAHL Complete och PubMed. Färgkodning användes för att identifiera likheter och skillnader i artiklarnas resultat. Dessa tematiserades sedan under tre rubriker. Resultat: I resultatet framkom det att sjuksköterskor upplevde att de inte hade den utbildning och kunskap eller de erfarenheter och färdigheter som behövdes för att vårda dessa patienter. Det framkom även att hög arbetsbelastning och tidsbrist påverkade mötet negativt. Vidare beskrevs att vården som gavs främst var inriktad på de fysiska behoven. I mötet väcktes känslor som medlidande, ilska, rädsla och lidande.    Diskussion: Resultatet har diskuterats utifrån Joyce Travelbees teori om den mellanmänskliga relationen. Författarna har kommit fram till att etableringen av den mellanmänskliga relationen kan hindras på grund av osäkerhet, tidsbrist, hög arbetsbelastning, kommunikationssvårigheter eller om fokus läggs på observation av symtom och tecken snarare än att lära känna personen bakom dessa. Den kan även hindras om sjuksköterskan och patienten ser varandra på ett stereotypt sätt. Vidare diskuteras om sjuksköterskornas beskrivna sympati är gynnsam eller hämmande i vården av suicidnära patienter. / Background: Suicide is today the most common external cause of death in Sweden. The single greatest risk to die in suicide is a previously performed suicide attempt. This is a frequently occurring reason for acute care which means that nurses outside psychiatric care is meeting these patients. Patients that has attempted suicide describes both positive and negative experiences of the care provided. In the nurses’ responsibilities includes performing assessments and to reach agreement in which nursing measures to apply. Aim: The aim was to describe the nurses’ experiences of encountering suicidal patients in somatic care. Method: A litterature review has been performed. Ten qualitative articles were retrieved from CINAHL Complete and PubMed. Color coding was used to identify similarities and differences in the results of the articles. These were then themed under three headlines. Results: The results showed that the nurses experienced that they did not have the education, knowledge, experiences or skills needed to care for these patients. It also emerged that high workload and lack of time affected the encounter negatively. Furthermore, it was described that the care provided was mainly focused on the physical needs. Feelings that were evoked in the encounter were primarily compassion, anger and fear. Discussion: The result has been discussed based on Joyce Travelbee’s theory of the interpersonal relationship. The authors has come to the conclusion that the establishment of the interpersonal relationship can be hindered because of uncertainty, communication difficulties, or if focus is placed on observing symptoms and signs, rather than getting to know the person behind them. It can also be hindered if the nurse and the patient see each other in a stereotypical way. Furthermore, it is discussed whether the described sympathy is beneficial of inhibitory in the care of suicidal patients.

Ungefär 14 procent av den svenska befolkningen utgörs av invandrare. Studier visar att många invandrare är utsatta i samhället då de kommer till ett nytt land. Denna utsatthet kan vara språksvårigheter, arbetslöshet, rasism och diskrimination. I samband med att invandringen ökar i Sverige ökar även sannolikheten att man som sjuksköterska kommer i kontakt med patienter med annan kulturell bakgrund. På så sätt kan det uppstå det kulturkrockar i mötet med invandrarpatienter. Sjuksköterskans roll är därmed väldig viktig i mötet med invandrarpatienter. För att mötet ska bli bra bör sjuksköterskan erhålla goda kunskaper om andra kulturer. Syftet med denna litteraturstudie är att beskriva sjuksköterskors upplevelser av att vårda patienter med annan kulturell bakgrund. I vår metod har vi använt oss av 15 kvalitativa studier där sjuksköterskors upplevelser har belysts genom intervjuer. Studierna har vi funnit genom diverse databaser. Sedan har vi analyserat studierna steg för steg utifrån Fribergs (2006) analysbeskrivning. I resultatet ledde de analyserade artiklarna fram till sex kategorier: (1) Språket är ett hinder, (2) Tolken kan vara både en tillgång och ett hinder, (3) Anhöriga på både gott och ont, (4) Olika kulturella föreställningar skapar utmaningar, (5) Kunskapen om andra kulturer är bristfällig, (6) Fördomar har betydelse. I diskussionen beskrivs olika strategier som sjuksköterskor kan tillämpa för att komma över språkliga hinder. Det framkommer även att kunskapen hos sjuksköterskor är något som bör förbättras, detta genom att införa transkulturell omvårdnad i sjuksköterskeutbildningens kursplan. Sjuksköterskor bör även ha förståelse för invandrarpatienters behov och önskan om att ha sina anhöriga närvarande under en sjukhusvistelse. / <p>Program: Sjuksköterskeutbildning</p><p>Uppsatsnivå: C</p>

In Northern Ireland, the Good Friday Agreement brought with it a great deal of attention and initiatives to construct and increase intergroup contact and shared spaces in an effort to reconcile divided nationalist/Catholic and unionist/Protestant communities. In the time following this peace agreement, the Belfast Giants ice hockey team was established, and in their 16 years as a team they have become one of the most attended spectator activities in Belfast, trending away from the tribalism, single-space, single-class, and single-gender dynamics of modern sport in Northern Ireland. This thesis research followed the supporters of the Belfast Giants throughout the 2015-2016 ice hockey season to better understand the encounters across historical divisions that are occurring in the Scottish and Southern Energy (SSE) Arena. The research of this PhD thesis is directed by the concepts of social capital, intergroup contact, and civility. These concepts, when placed within the context of divided society, contribute to the thesis' guiding analytical framework, which offers thematic guideposts in areas of prejudice and anxiety, tolerance and trust, space and identity. Influenced by in-depth qualitative research that seeks to access local voices, this research takes the conceptual and analytical guidance into the stands of the SSE Arena. In this way, the unique 'side-by-side' methodology, which involved conducting interviews with the person in the seat to my left or right at Belfast Giants ice hockey games while immersing myself in the supporter community, emerged as not only a contribution to unearthing new voices in this oft-studied region, but also as an innovative contribution to qualitative methodological literatures. Beyond the methodological contribution, this thesis makes two further contributions to existing academic literatures on post-peace agreement relationships. The first of these is through the clear relationship between identity and space that are evident in its findings. Between the poles of conflict and reconciliation are the complex and simple interactions, which when placed in the SSE Arena at a Belfast Giants game illustrate the multi-layered and fluid nature of identity. The thesis finds the hockey arena is a space where a shared identity, 'the hockey family', materialises and includes nationalist and unionist populations. This shared identity is deeply connected to a physical place and activity that are situated outside the all-encompassing nature of division in present-day Belfast. However, within the unusual setting of an ice hockey arena in Northern Ireland there emerges ordinariness in encounter across historical cleavage, and from these mundane interactions comes the final contribution 'side-by-sidedness'. Influenced by supporters' willingness to sit side-by-side those on the opposite side of a historical division who they may not be willing to live beside, this theme is framed as a lightened encounter that challenges assumptions inherent in post-peace agreement settings. The research findings frame the SSE Arena as a site of sanctuary from polarised sectarian identities and activities, as well as a site of resistance from overarching peace agendas that push shared space and seek reconciliation. Side-by-sidedness exists in the everyday between these two poles. In highlighting this space between, this theme challenges the assumptions of 'face-to-faceness' that are inherent across the three concepts informing this thesis and through utilising notions of everyday peace and everyday division to include the relational, the spatial and the metaphorical, this thesis' meta-theme frames a new way of 'getting on with it' in the shadows of conflict.

Bakgrund: Sexuella- och könsminoriteter faller utanför hetero- och tvåkönsnormen som finns i samhället och utsätts för diskriminering på olika sätt överallt i världen. Personer inom gruppen sexuella- och könsminoriteter har rapporterat negativa erfarenheter av vårdmötet, till exempel i form av homofoba och transfoba attityder, vilket kan medföra att hbtq-personer undviker att söka vård. Sjuksköterskan kan vara med och förbättra detta då hen har ett ansvar att främja insatser som tar särskild hänsyn till utsatta gruppers hälsa och sociala behov.  Syfte: Syftet var att beskriva vilka faktorer som påverkar upplevelsen av bemötande från vårdpersonal enligt personer som ingår i gruppen sexuella- och könsminoriteter. Metod: Deskriptiv litteraturöversikt användes som metod och i resultatanalysen ingick 14 originalartiklar som undersökte sexuella- och könsminoriteters upplevelse av vårdmötet. Resultat: Det visade sig vara viktigt när vårdpersonal gav personcentrerad vård, respekterade patientens identitet och att de utvecklade en tillits- och förtroendefull relation. Det var även viktigt att vårdpersonal hade specifik kunskap inom området och använde ett könsneutralt språk i vårdmötet. Negativa faktorer var upplevelse av diskriminering och att vårdpersonal gjorde hetero- eller cisnormativa antaganden.  Slutsats: Vårdpersonal bör vara medveten om att normer och förutfattade meningar kan påverka vårdmötet utan att de tänker på det. För att undvika stereotypt bemötande bör vårdpersonal respektera patientens identitet och ha mer kunskap om behov som är unika för sexuella- och könsminoriteter. / Background: Sexual and gender minorities do not conform to heterosexual and gender-binary social norms and are subjected to different forms of discrimination all over the world. Members of these minorities have reported instances of negative experiences of healthcare encounters which can result in a hesitation to seek further care. Given their responsibility to promote healthcare interventions tailored to the needs of marginalised groups, nurses could play an important role in resolving this issue. Aim: The aim of the study was to describe which factors affect the experience of an encounter with a health professional according to people who identify as a sexual or gender minority.  Method: The study comprised a descriptive literature review of 14 empirical studies which explored the experience of sexual and gender minorities in relation to the healthcare encounter. Result: The following factors were revealed to be particularly influential in determining the healthcare experiences of sexual and gender minorities. Positive factors included: when health professionals delivered person-centered care, respected the patient’s sexual and gender identity, and when they could develop a trusting relationship with a healthcare professional. It was also important that health professionals were knowledgeable and used gender-neutral language. Negative factors included instances of discrimination and when health professionals made hetero- or cis-normative assumptions.  Conclusion: Health professionals need to be aware of the impact that norms and preconceptions can have on the healthcare encounter. To avoid stereotypical treatment, health professionals should respect the patient’s identity and have more knowledge about sexual and gender minority-specific needs.

Le but d’une consultation médicale est de guérir le patient ou pour le moins, de tout mettre en oeuvre afin d’y parvenir. Jusqu’au XXème siècle, le médecin décide de tout puisqu’il sait mieux que quiconque comment soigner et quels traitements administrer. Au XXème siècle, cette pouvoir absolu décline peu à peu. Lorsqu’elle est ignorée, la dualité entre le médecin, expert des maladies, et le patient, expert de sa propre condition de malade, émerge comme un frein à la production du service de soins. La notion d’alliance thérapeutique apparait.Les Sciences de gestion mettent aussi en avant cette collaboration client-fournisseur avec le Service Dominant Logic. La qualité de la relation semble déterminante pour susciter la participation du client.Or la relation médecin-patient se construit au cours d’un processus dynamique retracé dans le Guide Calgary-cambridge, LA référence mondiale en matière de communication santé. Ce Guide doit permettre une cocréation de valeur.Paradoxalement, d’après ce Guide, le patient, de même pour le support du service lorsqu’il est vivant (animal, enfant, personne sous tutelle), participent passivement à l’interaction et ne mobilisent aucune compétence particulière.Ainsi, au cours d’une interaction de service, les conditions qui génèrent la coproduction du service et la cocréation de valeur et donc les compétences mobilisées pour y parvenir sont peu décrites en sciences de gestion ou dans l’activité de soins. Afin de répondre à cette question, nous avons choisi d’étudier la consultation vétérinaire canine, activité économique florissante très peu abordée jusque là. De plus, cette relation triadique de service B to C, implique un lien d’attachement entre le client et le support du service.La relation de service étant un processus dynamique dans le temps, nous avons choisi de filmer des consultations et de les analyser ensuite de manière qualitative et semi-quantitative en s’aidant d’entretiens avec les personnes présentes lors de la consultation. / The purpose of a medical consultation is to cure the patient or at least to do everything possible to achieve it. Until the twentieth century, the doctor decides everything since he knows better than anyone how to treat and which medicine to administer. Then this absolute power declines gradually. When ignored, the duality between the knowledge brought by the physician, an expert in diseases, and that brought by the patient, an expert in his own physical condition, emerges as a barrier to the service coproduction. As a result, the notion of therapeutic alliance arises.Management science also emphasizes client participation and client-provider collaboration through the Dominant Logic Service approach. Thus, the doctor-patient relationship is being built unsing a dynamic process outlined in the Calgary-Cambridge Guide.Paradoxically, according to this Guide, the patient passively participates to the interaction and do not mobilize any particular competence.Therefore, during a service encounter, what are the conditions that generate the service coproduction and therefore the competencies mobilized by each actor to achieve it?To answer this question, we decided to study the canine veterinary consultation, a flourishing economic activity that has been little discussed so far. Moreover, this triadic relationship of B to C service implies an attachment bound between the customer and the service support.Our research brings theoretical contributions, notably a typology of functional and dysfunctional triads, managerial contributions to veterinary clinics regarding their approach of the customer relationship, an adjustment of the reflerential of veterinary activities for the French veterinary schools, as well as methodological originalities by the use of video and triangulation of data analysis.