Reziproke Wertschätzung im Dienstleistungshandeln - eine begriffliche Erweiterung zur Anerkennungstheorie / Reciprocal appreciation within service work - a conceptual extension of the theory of recognition

Goesmann Christina () and Fischer Ute ()
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Goesmann Christina: Technische Universität Dortmund Wirtschafts- und Sozialwissenschaftliche Fakultät Forschungsgebiet Arbeitssoziologie Otto-Hahn-Str. 4 D-44227 Dortmund
Fischer Ute: Fachhochschule Dortmund Fachbereich Angewandte Sozialwissenschaften Emil-Figge-Str. 44 D-44227 Dortmund

Arbeit, 2014, vol. 23, issue 1, 22-36

Abstract: Usually, discussions in sociology of work discuss appreciation within service interaction as a unidirectional process, in which the person providing a service achieves appreciation for his or her performance. Analysis of interviews, however, unfold a reciprocal structure, that seems to be detectable in all service relationships in a more or less intensive value. Drawing on the example of three case studies, we illuminate the relevance of professionalism for the ability of the service employee to establish an appreciation-based service relation. This appreciation coming from the service provider has an influence on the service quality that should not be underestimated, as this article will reveal.

Keywords: appreciation; professionalism; service work; Wertschätzung; Professionalität; Dienstleistungsarbeit; appreciation; professionalism; service work (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:bpj:arbeit:v:23:y:2014:i:1:p:22-36:n:4

DOI: 10.1515/arbeit-2014-0104

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