Coverart for item
The Resource Customers at work : new perspectives on interactive service work, edited by Wolfgang Dunkel, ISF München, Germany and Frank Kleemann, University of Duisburg-Essen, Germany

Customers at work : new perspectives on interactive service work, edited by Wolfgang Dunkel, ISF München, Germany and Frank Kleemann, University of Duisburg-Essen, Germany

Label
Customers at work : new perspectives on interactive service work
Title
Customers at work
Title remainder
new perspectives on interactive service work
Statement of responsibility
edited by Wolfgang Dunkel, ISF München, Germany and Frank Kleemann, University of Duisburg-Essen, Germany
Contributor
Editor
Subject
Language
eng
Summary
Customers at work is about 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 between customers and service providers as they interact in any kind of service relationship. It presents sociological approaches that provide new insights into the debates about service proletariat and internet-based knowledge work. Recent research on service interaction, informed by the German sociology of work tradition, highlights profound changes in service relationships that will shape the quality of future service work. The authors of this volume bring together many of these recent core findings and offer them in combination of theoretical exploration and empirical analysis to an international audience for the first time. -- Back cover
Cataloging source
DLC
Dewey number
658.8/34
Illustrations
illustrations
Index
index present
LC call number
HF5415.5
LC item number
.C868 2013
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/relatedWorkOrContributorDate
1959-
http://library.link/vocab/relatedWorkOrContributorName
  • Dunkel, Wolfgang
  • Kleemann, Frank
http://library.link/vocab/subjectName
  • Customer services
  • Customer relations
  • Self-service (Economics)
Label
Customers at work : new perspectives on interactive service work, edited by Wolfgang Dunkel, ISF München, Germany and Frank Kleemann, University of Duisburg-Essen, Germany
Instantiates
Publication
Bibliography note
Includes bibliographical references and indexes
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier.
Content category
text
Content type code
txt
Content type MARC source
rdacontent.
Contents
  • 2
  • Social Research on Services and Service Work in Germany -- from the 'Service Gap' to Service Professionalism
  • Heike Jacobsen
  • Jacobsen, Heike
  • 17
  • 3
  • The Structure of Institutional Support for German Service Research
  • Bernd Bienzeisler
  • Bienzeisler, Bernd, Wolfgang Dunkel
  • Dunkel, Wolfgang
  • Part I
  • 40
  • Part II
  • Customers and Service Workers at Work
  • 4
  • Interactive Work: A Theoretical and Empirical Approach to the Study of Service Interactions
  • Wolfgang Dunkel
  • Dunkel, Wolfgang, Margit Weihrich
  • Weihrich, Margit
  • 49
  • 5
  • Introduction
  • Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work
  • Thomas Birken
  • Birken, Thomas, Wolfgang Mehz
  • Mehz, Wolfgang, Nick Kratzer
  • Kratzer, Nick
  • 76
  • 6
  • Interaction in Service Relationships: The Customer's Point of View
  • Anna Hoffmann
  • Hoffmann, Anna, Margit Weihrich
  • 1
  • Weihrich, Margit
  • 100
  • Part III
  • Working on Customers
  • 7
  • The Functional and the Personal Customer
  • Stephan Voswinkel
  • Voswinkel, Stephan
  • 127
  • 8
  • Customers in Service Relationships: About This Book
  • 'Subjectifying Action' as a Specific Mode of Working with Customers
  • Fritz Böhle
  • Böhle, Fritz
  • 149
  • Part IV
  • Working Customers -- Self-Service and Web 2.0
  • 9
  • The Working Customer -- A Fundamental Change in Service Work
  • Kerstin Rieder
  • Rieder, Kerstin, G. Günter Voß
  • Wolfgang Dunkel
  • Voß, G. Günter
  • 177
  • 10
  • Customers Working for Customers: Collaborative Web 2.0 Services
  • Heidemarie Hanekop
  • Hanekop, Heidemarie, Volker Wittke
  • Wittke, Volker
  • 197
  • 11
  • Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Concept
  • Dunkel, Wolfgang, Frank Kleemann
  • Tabea Beyreuther
  • Beyreuther, Tabea, Christian Eismann
  • Eismann, Christian, Sabine Hornung
  • Hornung, Sabine, Frank Kleemann
  • Kleemann, Frank
  • 223
  • Kleemann, Frank
  • 3
Control code
829386972
Dimensions
23 cm
Extent
xiv, 257 pages
Isbn
9781137293244
Lccn
2013020933
Media category
unmediated
Media MARC source
rdamedia.
Media type code
n
System control number
(OCoLC)829386972
Label
Customers at work : new perspectives on interactive service work, edited by Wolfgang Dunkel, ISF München, Germany and Frank Kleemann, University of Duisburg-Essen, Germany
Publication
Bibliography note
Includes bibliographical references and indexes
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier.
Content category
text
Content type code
txt
Content type MARC source
rdacontent.
Contents
  • 2
  • Social Research on Services and Service Work in Germany -- from the 'Service Gap' to Service Professionalism
  • Heike Jacobsen
  • Jacobsen, Heike
  • 17
  • 3
  • The Structure of Institutional Support for German Service Research
  • Bernd Bienzeisler
  • Bienzeisler, Bernd, Wolfgang Dunkel
  • Dunkel, Wolfgang
  • Part I
  • 40
  • Part II
  • Customers and Service Workers at Work
  • 4
  • Interactive Work: A Theoretical and Empirical Approach to the Study of Service Interactions
  • Wolfgang Dunkel
  • Dunkel, Wolfgang, Margit Weihrich
  • Weihrich, Margit
  • 49
  • 5
  • Introduction
  • Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work
  • Thomas Birken
  • Birken, Thomas, Wolfgang Mehz
  • Mehz, Wolfgang, Nick Kratzer
  • Kratzer, Nick
  • 76
  • 6
  • Interaction in Service Relationships: The Customer's Point of View
  • Anna Hoffmann
  • Hoffmann, Anna, Margit Weihrich
  • 1
  • Weihrich, Margit
  • 100
  • Part III
  • Working on Customers
  • 7
  • The Functional and the Personal Customer
  • Stephan Voswinkel
  • Voswinkel, Stephan
  • 127
  • 8
  • Customers in Service Relationships: About This Book
  • 'Subjectifying Action' as a Specific Mode of Working with Customers
  • Fritz Böhle
  • Böhle, Fritz
  • 149
  • Part IV
  • Working Customers -- Self-Service and Web 2.0
  • 9
  • The Working Customer -- A Fundamental Change in Service Work
  • Kerstin Rieder
  • Rieder, Kerstin, G. Günter Voß
  • Wolfgang Dunkel
  • Voß, G. Günter
  • 177
  • 10
  • Customers Working for Customers: Collaborative Web 2.0 Services
  • Heidemarie Hanekop
  • Hanekop, Heidemarie, Volker Wittke
  • Wittke, Volker
  • 197
  • 11
  • Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Concept
  • Dunkel, Wolfgang, Frank Kleemann
  • Tabea Beyreuther
  • Beyreuther, Tabea, Christian Eismann
  • Eismann, Christian, Sabine Hornung
  • Hornung, Sabine, Frank Kleemann
  • Kleemann, Frank
  • 223
  • Kleemann, Frank
  • 3
Control code
829386972
Dimensions
23 cm
Extent
xiv, 257 pages
Isbn
9781137293244
Lccn
2013020933
Media category
unmediated
Media MARC source
rdamedia.
Media type code
n
System control number
(OCoLC)829386972

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      38.710138 -90.311107
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