Overview
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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.
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Keywords
Table of contents (11 chapters)
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Front Matter
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Customers and Service Workers at Work
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Front Matter
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Working on Customers
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Front Matter
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Working Customers — Self-Service and Web 2.0
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Front Matter
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Back Matter
Editors and Affiliations
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
Bibliographic Information
Book Title: Customers at Work
Book Subtitle: New Perspectives on Interactive Service Work
Editors: Wolfgang Dunkel, Frank Kleemann
DOI: https://doi.org/10.1057/9781137293251
Publisher: Palgrave Macmillan London
eBook Packages: Palgrave Business & Management Collection, Business and Management (R0)
Copyright Information: Palgrave Macmillan, a division of Macmillan Publishers Limited 2013
Hardcover ISBN: 978-1-137-29324-4Published: 25 July 2013
Softcover ISBN: 978-1-349-45111-1Published: 25 July 2013
eBook ISBN: 978-1-137-29325-1Published: 25 July 2013
Edition Number: 1
Number of Pages: XIV, 257
Topics: International Business, Business Strategy/Leadership, Sociology of Work, Marketing, Corporate Communication/Public Relations, Services