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

Anna Hoffmann and Margit Weihrich

Chapter 6 in Customers at Work, 2013, pp 100-123 from Palgrave Macmillan

Abstract: Abstract For attaining results in service provision, service providers and customers must work together. Their collaboration unfolds within the service relationship itself, face-to-face and in the here and now. At the same time, it is a form of interactive work embedded both in the organization providing the service and, importantly, in the cus- tomer’s own everyday life. In this chapter, we reconceptualize service relationships from the customer’s point of view and lay out arguments why firms, employees, and especially customers should do the same. Indeed, service work takes on a wholly new aspect when viewed from ‘the other side of the counter,’ and we hope to show why a change of perspective promotes a better understanding — and improvement — of service work.

Keywords: Service Provider; Nursing Home; Everyday Life; Service Work; Train Station (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_6

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DOI: 10.1057/9781137293251_6

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