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

Wolfgang Dunkel and Margit Weihrich

Chapter 4 in Customers at Work, 2013, pp 49-75 from Palgrave Macmillan

Abstract: Abstract Check-out at a four-star hotel. Three employees stand behind the reception counter and greet a constant trickle of guests. The sequence involves posing standard questions. Room number? Break- fast? Minibar? Internet use? Parking deck? Was everything OK? The printing of receipts goes quickly, and credit cards had been swiped already at check-in. Goodbyes and farewells. The individual check- out sequences play out in a friendly and efficient manner. Most guests have their room keycards ready, give positive feedback, and are friendly and polite.

Keywords: Service Provider; Service Work; Coordination Problem; Emotion Work; Interactive 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_4

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DOI: 10.1057/9781137293251_4

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