„Das muss man dann versachlichen …“: Arbeit an und mit Kund:innen in Technischen Services – ein Fallbeispiel

Abel Jörg () and Ittermann Peter ()
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Abel Jörg: Sozialforschungsstelle Dortmund, Technische Universität Dortmund, Evinger Platz 17, 44339 Dortmund, Deutschland.
Ittermann Peter: Sozialforschungsstelle Dortmund, Technische Universität Dortmund, Evinger Platz 17, 44339 Dortmund, Deutschland.

Arbeit, 2022, vol. 31, issue 4, 399-420

Abstract: While there are numerous findings on the requirements for interaction work in retail, care and other social services, relatively little is known about their significance in production-related services such as technical services. Digitalization, new business models and more complex customer requirements are creating a change that affects the work of professionals in technical services: Although this field is clearly characterized by dispositional relationships in which professional disputes dominate, the employees have to communicate more and more intensively with the customers – interaction is gaining in importance as a work content. This development is presented in a case study and approaches to designing good interaction work are discussed.

Keywords: Technical services; interaction work; work organization; Technische Dienstleistungen; Interaktionsarbeit; Arbeitsorganisation; Technical services; interaction work; work organization (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:bpj:arbeit:v:31:y:2022:i:4:p:399-420:n:2

DOI: 10.1515/arbeit-2022-0023

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