The Working Customer — A Fundamental Change in Service Work

Kerstin Rieder and G. Günter Voβ

Chapter 9 in Customers at Work, 2013, pp 177-196 from Palgrave Macmillan

Abstract: Abstract The idea that customers are active is not new. Customers have always and in many ways, contributed to the process of service provision. They have always had to inform themselves about the products and services on offer, had to get to the point of sale, transport the goods, prepare them at home and to dispose of the wrapping and packaging. Customers have thus never been completely inactive. However, the role of the cus- tomer has been changing substantially over the last century. Enterprises have increasingly been transferring functions from employees to cus- tomers, clients, and patients. Early milestones of this development are outlined below.

Keywords: Service Work; Private Life; Active Consumer; Consumer Culture; Customer Participation (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_9

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DOI: 10.1057/9781137293251_9

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