Customers at Work

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.

Auteur
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

Contenu
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 Böhle PART IV: WORKING CUSTOMERS SELF SERVICE AND WEB 2.0 8. The Working Customer a Fundamental Change in Service Work; Kerstin Rieder and G. Günter Voß 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