Dunkel, Wolfgang
Customers at Work
Part I. Introduction
1. Customers in Service Relationships: About This Book
Wolfgang Dunkel, Frank Kleemann
2. Social Research on Services and Service Work in Germany — from the ‘Service Gap’ to Service Professionalism
Heike Jacobsen
3. The Structure of Institutional Support for German Service Research
Bernd Bienzeisler, Wolfgang Dunkel
Part II. Customers and Service Workers at Work
4. Interactive Work: A Theoretical and Empirical Approach to the Study of Service Interactions
Wolfgang Dunkel, Margit Weihrich
5. Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work
Thomas Birken, Wolfgang Menz, Nick Kratzer
6. Interaction in Service Relationships: The Customer’s Point of View
Anna Hoffmann, Margit Weihrich
Part III. Working on Customers
7. The Functional and the Personal Customer
Stephan Voswinkel
8. ‘Subjectifying Action’ as a Specific Mode of Working with Customers
Fritz Böhle
Part IV. Working Customers — Self-Service and Web 2.0
9. The Working Customer — A Fundamental Change in Service Work
Kerstin Rieder, G. Günter Voβ
10. Customers Working for Customers: Collaborative Web 2.0 Services
Heidemarie Hanekop, Volker Wittke
11. Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Concept
Tabea Beyreuther, Christian Eismann, Sabine Hornung, Frank Kleemann
Keywords: Business and Management, International Business, Business Strategy/Leadership, Sociology of Work, Marketing, Corporate Communication/Public Relations, Services
- Editor
- Dunkel, Wolfgang
- Kleemann, Frank
- Publisher
- Springer
- Publication year
- 2013
- Language
- en
- Edition
- 1
- Page amount
- 271 pages
- Category
- Economy
- Format
- Ebook
- eISBN (PDF)
- 9781137293251
- Printed ISBN
- 978-1-349-45111-1