Customers at Work

Edited by Wolfgang Dunkel and Frank Kleemann

in Palgrave Macmillan Books from Palgrave Macmillan

Date: 2013
ISBN: 978-1-137-29325-1
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Chapters in this book:

Ch 1 Customers in Service Relationships: About This Book

Wolfgang Dunkel and Frank Kleemann

Ch 2 Social Research on Services and Service Work in Germany — from the ‘Service Gap’ to Service Professionalism

Heike Jacobsen

Ch 3 The Structure of Institutional Support for German Service Research

Bernd Bienzeisler and Wolfgang Dunkel

Ch 4 Interactive Work: A Theoretical and Empirical Approach to the Study of Service Interactions

Wolfgang Dunkel and Margit Weihrich

Ch 5 Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work

Thomas Birken, Wolfgang Menz and Nick Kratzer

Ch 6 Interaction in Service Relationships: The Customer’s Point of View

Anna Hoffmann and Margit Weihrich

Ch 7 The Functional and the Personal Customer

Stephan Voswinkel

Ch 8 ‘Subjectifying Action’ as a Specific Mode of Working with Customers

Fritz Böhle

Ch 9 The Working Customer — A Fundamental Change in Service Work

Kerstin Rieder and G. Günter Voβ

Ch 10 Customers Working for Customers: Collaborative Web 2.0 Services

Heidemarie Hanekop and Volker Wittke

Ch 11 Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Concept

Tabea Beyreuther, Christian Eismann, Sabine Hornung and Frank Kleemann

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Persistent link: https://EconPapers.repec.org/RePEc:pal:palbok:978-1-137-29325-1

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DOI: 10.1057/9781137293251

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