‘Subjectifying Action’ as a Specific Mode of Working with Customers

Fritz Böhle

Chapter 8 in Customers at Work, 2013, pp 149-174 from Palgrave Macmillan

Abstract: Abstract When customers are involved, work processes are highly unpredictable and indeterminate. Customers and clients have their own interests and needs, act independently, and are not directly incorporated within the organization of service delivery. As revealed by empirical studies of ordi- nary work practices, indeterminate situations arise even within highly standardized forms of service interaction with customers and clients. Call center interactions provide a good example, and even these services require that employees be able to resolve unforeseen and indeterminate situations using se If-directed, situational action (cf. Holtgrewe, 2001; Kleemann and Matuschek, 2003).

Keywords: Service Provider; Rational Action; Work Process; Sensory Perception; Service Work (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-29325-1_8

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DOI: 10.1057/9781137293251_8

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