Customers at Work

New Perspectives on Interactive Service Work
1. Auflage 2013
ISBN: 978-1-349-45111-1
Verlag: Palgrave Macmillan UK

Buch, Englisch, 257 Seiten, Paperback, Format (B × H): 140 mm x 216 mm, Gewicht: 346 g

Explores the ongoing transformation of service relationships, focusing on the incorporation of the customer's active contribution to virtually all aspects and stages of the production process. This volume illuminates social relations and interaction between customers and service providers as well as between the users of web-based services.

Zielgruppe

Research

Autoren/Hrsg.

Kleemann, F.

Dunkel, W.

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Management Internationales Management
• Wirtschaftswissenschaften Betriebswirtschaft Unternehmenskommunikation
• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Dienstleistungssektor & Branchen
• Wirtschaftswissenschaften Betriebswirtschaft Management Strategisches Management
• Sozialwissenschaften Soziologie | Soziale Arbeit Spezielle Soziologie Wirtschaftssoziologie, Arbeitssoziologie, Organisationssoziologie
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing

Inhaltsverzeichnis

PART I: INTRODUCTION 1. Customers in Service Relationships: About This Book; Wolfgang Dunkel and Frank Kleemann 2. Social Research on Services and Service Work in Germany – From the 'Service Gap' to Service Professionalism; Heike Jacobsen 3. The Structure of Institutional Support For German Service Research; Bernd Bienzeisler and Wolfgang Dunkel PART II: CUSTOMERS AND SERVICE WORKERS AT WORK 4. Interactive Work: a Theoretical and Empirical Approach to the Study of Service Interactions; Wolfgang Dunkel and Margit Weihrich 5. Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work; Tom Birken, Wolfgang Menz and Nick Kratzer 6. Interaction in Service Relationships: the Customer's Point of View; Anna Hoffmann and Margit Wehrich PART III: WORKING ON CUSTOMERS 7. The Functional and the Personal Customer; Stephan Voswinkel 8. 'Subjectifying Action' as a Specific Mode of Working with Customers; Fritz Böhle PART IV: WORKING CUSTOMERS – SELF SERVICE AND WEB 2.0 8. The Working Customer – a Fundamental Change in Service Work; Kerstin Rieder and G. Günter Voß 9. Customers Working for Customers: Collaborative Web 2.0 Services; Heidemarie Hanekop, Volker Wittke 10. Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Concept; Tabea Beyreuther, Christian Eismann, Sabine Hornung and Frank Kleemann

Über Autor(innen)

Tabea Beyreuther, Chemnitz University of Technology, Germany

Bernd Bienzeisler, Fraunhofer Institute for Industrial Engineering, Germany

Thomas Birken, ISF München, Germany

Fritz Böhle, University of Augsburg, Germany

Christian Eismann, Chemnitz University of Technology, Germany

Heidemarie Hanekop, University of Göttingen, Germany

Anna Hoffmann, Chemnitz University of Technology, Germany

Sabine Hornung, Chemnitz University of Technology, Germany

Heike Jacobsen, Brandenburg University of Technology, Germany

Nick Kratzer, ISF München, Germany

Wolfgang Menz, ISF München, Germany

Kerstin Rieder, Aalen University, Germany

G. Günter Voß, Chemnitz University of Technology, Germany

Stephan Voswinkel, Johann Wolfgang Goethe-Universitaetthe, Germany

Margit Weihrich, Augsburg University, Germany

Volker Wittke University of Göttingen, Germany