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Palgrave Macmillan

Customers at Work

New Perspectives on Interactive Service Work

  • Book
  • © 2013

Overview

Editors:
  1. Wolfgang Dunkel

    1. Institute for Social Science Research, ISF München, Germany

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    You can also search for this editor in PubMed   Google Scholar

  2. Frank Kleemann

    1. Department of Sociology, University of Duisburg-Essen, Germany

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Table of contents (11 chapters)

  1. Front Matter

    Pages i-xiv
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  3. Customers and Service Workers at Work

    1. Front Matter

      Pages 47-47
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    2. Interactive Work: A Theoretical and Empirical Approach to the Study of Service Interactions

      • Wolfgang Dunkel, Margit Weihrich
      Pages 49-75

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

      • Thomas Birken, Wolfgang Menz, Nick Kratzer
      Pages 76-99

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

      • Anna Hoffmann, Margit Weihrich
      Pages 100-123

  4. Working on Customers

    1. Front Matter

      Pages 125-125
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    2. The Functional and the Personal Customer

      • Stephan Voswinkel
      Pages 127-148

    3. ‘Subjectifying Action’ as a Specific Mode of Working with Customers

      • Fritz Böhle
      Pages 149-174

  5. Working Customers — Self-Service and Web 2.0

    1. Front Matter

      Pages 175-175
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    2. The Working Customer — A Fundamental Change in Service Work

      • Kerstin Rieder, G. Günter Voβ
      Pages 177-196

    3. Customers Working for Customers: Collaborative Web 2.0 Services

      • Heidemarie Hanekop, Volker Wittke
      Pages 197-222

    4. Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Concept

      • Tabea Beyreuther, Christian Eismann, Sabine Hornung, Frank Kleemann
      Pages 223-252

  6. Back Matter

    Pages 253-257
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Keywords

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.

Editors and Affiliations

  • Institute for Social Science Research, ISF München, Germany

    Wolfgang Dunkel

  • Department of Sociology, University of Duisburg-Essen, Germany

    Frank Kleemann

About the editors

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

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