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Dunkel, Wolfgang

Customers at Work

Dunkel, Wolfgang - Customers at Work, ebook

124,40€

Ebook, PDF with Adobe DRM
ISBN: 9781137293251
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Table of contents

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
 
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

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