Customers at Work

New Perspectives on Interactive Service Work

Editors: Dunkel, W., Kleemann, F. (Eds.)

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  • ISBN 978-1-137-29325-1
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  • ISBN 978-1-349-45111-1
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About this book

Explores the ongoing transformation of service relationships, focusing on the incorporation of the customer's active contribution to virtually all aspects and stages of the production process. This volume illuminates social relations and interaction between customers and service providers as well as between the users of web-based services.

About the authors

Tabea Beyreuther, Chemnitz University of Technology, Germany Bernd Bienzeisler, Fraunhofer Institute for Industrial Engineering, Germany Thomas Birken, ISF München, Germany Fritz Böhle, University of Augsburg, Germany Christian Eismann, Chemnitz University of Technology, Germany Heidemarie Hanekop, University of Göttingen, Germany Anna Hoffmann, Chemnitz University of Technology, Germany Sabine Hornung, Chemnitz University of Technology, Germany Heike Jacobsen, Brandenburg University of Technology, Germany Nick Kratzer, ISF München, Germany Wolfgang Menz, ISF München, Germany Kerstin Rieder, Aalen University, Germany G. Günter Voß, Chemnitz University of Technology, Germany Stephan Voswinkel, Johann Wolfgang Goethe-Universitaetthe, Germany Margit Weihrich, Augsburg University, Germany Volker Wittke University of Göttingen, Germany

Table of contents (11 chapters)

  • Customers in Service Relationships: About This Book

    Dunkel, Wolfgang (et al.)

    Pages 3-16

  • Social Research on Services and Service Work in Germany — from the ‘Service Gap’ to Service Professionalism

    Jacobsen, Heike

    Pages 17-39

  • The Structure of Institutional Support for German Service Research

    Bienzeisler, Bernd (et al.)

    Pages 40-46

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

    Dunkel, Wolfgang (et al.)

    Pages 49-75

  • Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work

    Birken, Thomas (et al.)

    Pages 76-99

Buy this book

eBook $84.99
price for USA (gross)
  • ISBN 978-1-137-29325-1
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $110.00
price for USA
  • ISBN 978-1-137-29324-4
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $105.00
price for USA
  • ISBN 978-1-349-45111-1
  • Free shipping for individuals worldwide
  • This title is currently reprinting. You can pre-order your copy now.

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Bibliographic Information

Bibliographic Information
Book Title
Customers at Work
Book Subtitle
New Perspectives on Interactive Service Work
Editors
  • W. Dunkel
  • F. Kleemann
Copyright
2013
Publisher
Palgrave Macmillan UK
Copyright Holder
Palgrave Macmillan, a division of Macmillan Publishers Limited
eBook ISBN
978-1-137-29325-1
DOI
10.1057/9781137293251
Hardcover ISBN
978-1-137-29324-4
Softcover ISBN
978-1-349-45111-1
Edition Number
1
Number of Pages
XIV, 257
Topics