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Customers at work = new perspectives on interactive service work /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Customers at work/ edited by Wolfgang Dunkel, ISF M�unchen, Germany and Frank Kleemann, University of Duisburg-Essen, Germany.
Reminder of title:	new perspectives on interactive service work /
other author:	Dunkel, Wolfgang,
Published:	Houndmills, Basingstoke, Hampshire :Palgrave Macmillan, : 2013.,
Description:	1 online resource (pages cm.)
Subject:	Customer services. -
Online resource:	http://www.palgraveconnect.com/doifinder/10.1057/9781137293251
ISBN:	9781137293251 (electronic bk.)

Customers at work = new perspectives on interactive service work /
Customers at worknew perspectives on interactive service work /[electronic resource] :edited by Wolfgang Dunkel, ISF M�unchen, Germany and Frank Kleemann, University of Duisburg-Essen, Germany. - Houndmills, Basingstoke, Hampshire :Palgrave Macmillan,2013. - 1 online resource (pages cm.)

Includes bibliographical references and index.

PART I: INTRODUCTION -- 1. Customers in Service Relationships: About This Book; Wolfgang Dunkel and 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 and 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 and Margit Weihrich -- 5. Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work; Tom Birken, Wolfgang Menz and Nick Kratzer -- 6. Interaction in Service Relationships: the Customer's Point of View; Anna Hoffmann and Margit Wehrich -- 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 �Bhle -- PART IV: WORKING CUSTOMERS : SELF SERVICE AND WEB 2.0 -- 8. The Working Customer : a Fundamental Change in Service Work; Kerstin Rieder and G. Gunter Vo -- 9. Customers Working for Customers: Collaborative Web 2.0 Services; Heidemarie Hanekop, Volker Wittke -- 10. Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Concept; Tabea Beyreuther, Christian Eismann, Sabine Hornung and Frank Kleemann.

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 distinctly sociological approaches that provide new insights to 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 a combination of theoretical exploration and empirical analysis to an international audience for the first time.

ISBN: 9781137293251 (electronic bk.)

Source: 648687Palgrave Macmillanhttp://www.palgraveconnect.comSubjects--Topical Terms:

568463
Customer services.
Index Terms--Genre/Form:

554714
Electronic books.

LC Class. No.: HF5415.5 / .C868 2013

Dewey Class. No.: 658.8/34

Customers at work = new perspectives on interactive service work /
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245 0 0 $a Customers at work $h [electronic resource] : $b new perspectives on interactive service work / $c edited by Wolfgang Dunkel, ISF M�unchen, Germany and Frank Kleemann, University of Duisburg-Essen, Germany.
260 $a Houndmills, Basingstoke, Hampshire : $b Palgrave Macmillan, $c 2013.
300 $a 1 online resource (pages cm.)
504 $a Includes bibliographical references and index.
505 0 $a PART I: INTRODUCTION -- 1. Customers in Service Relationships: About This Book; Wolfgang Dunkel and 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 and 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 and Margit Weihrich -- 5. Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work; Tom Birken, Wolfgang Menz and Nick Kratzer -- 6. Interaction in Service Relationships: the Customer's Point of View; Anna Hoffmann and Margit Wehrich -- 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 �Bhle -- PART IV: WORKING CUSTOMERS : SELF SERVICE AND WEB 2.0 -- 8. The Working Customer : a Fundamental Change in Service Work; Kerstin Rieder and G. Gunter Vo -- 9. Customers Working for Customers: Collaborative Web 2.0 Services; Heidemarie Hanekop, Volker Wittke -- 10. Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Concept; Tabea Beyreuther, Christian Eismann, Sabine Hornung and Frank Kleemann.
520 $a 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 distinctly sociological approaches that provide new insights to 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 a combination of theoretical exploration and empirical analysis to an international audience for the first time.
588 $a Description based on print version record.
650 0 $a Customer services. $3 568463
650 0 $a Customer relations. $3 560399
650 0 $a Self-service (Economics) $3 941325
650 7 $a BUSINESS & ECONOMICS / Marketing / Research $2 bisacsh $3 939846
655 4 $a Electronic books. $2 local $3 554714
700 1 $a Dunkel, Wolfgang, $d 1959- $e editor of compilation. $3 941323
700 1 $a Kleemann, Frank $e editor of compilation. $3 941324
856 4 0 $3 Palgrave Connect $u http://www.palgraveconnect.com/doifinder/10.1057/9781137293251
994 $a C0 $b TEF