Titlebook: Customers at Work; New Perspectives on Wolfgang Dunkel (researcher),Frank Kleemann (Visit Book 2013 Palgrave Macmillan, a division of Macm

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Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Workulated relationships between companies, employees, and customers. Henry Ford, after whom the concept was named, is asso- ciated with a very specific way of conceptualizing social production and consumption. His conception was based on three distinctive, mutu- ally compatible pillars: equating value

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Interaction in Service Relationships: The Customer’s Point of Viewnship itself, face-to-face and in the here and now. At the same time, it is a form of interactive work embedded both in the organization providing the service and, importantly, in the cus- tomer’s own everyday life. In this chapter, we reconceptualize service relationships from the customer’s point

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‘Subjectifying Action’ as a Specific Mode of Working with Customersindependently, and are not directly incorporated within the organization of service delivery. As revealed by empirical studies of ordi- nary work practices, indeterminate situations arise even within highly standardized forms of service interaction with customers and clients. Call center interaction

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The Working Customer — A Fundamental Change in Service Workys had to inform themselves about the products and services on offer, had to get to the point of sale, transport the goods, prepare them at home and to dispose of the wrapping and packaging. Customers have thus never been completely inactive. However, the role of the cus- tomer has been changing sub

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Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Conceptr and production roles in advanced industrial societies. Whereas the traditional forms of agricultural and industrial production dictate a strict division between those who produce and those who consume, in advanced service-based economies (Vargo and Lusch, 2004), consumers often consume goods and s

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Wolfgang Dunkel (researcher),Frank Kleemann (Visit

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https://doi.org/10.1007/978-981-10-2263-0reached a peak in Germany, and the remarks of European commissioner of the internal market, Frits Bolkestein, that ‘either the future of Europe lies in services or it will have no future’ (FAZ, November 2, 2002), were still recent. The turn to services was reflected in the development and implementa

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Social Research on Services and Service Work in Germany — from the ‘Service Gap’ to Service Professireached a peak in Germany, and the remarks of European commissioner of the internal market, Frits Bolkestein, that ‘either the future of Europe lies in services or it will have no future’ (FAZ, November 2, 2002), were still recent. The turn to services was reflected in the development and implementa