Customers at Work: New Perspectives on Interactive Service Work

Front Matter....Pages i-xiv
Front Matter....Pages 1-1
Customers in Service Relationships: About This Book....Pages 3-16
Social Research on Services and Service Work in Germany — from the ‘Service Gap’ to Service Professionalism....Pages 17-39
The Structure of Institutional Support for German Service Research....Pages 40-46
Front Matter....Pages 47-47
Interactive Work: A Theoretical and Empirical Approach to the Study of Service Interactions....Pages 49-75
Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work....Pages 76-99
Interaction in Service Relationships: The Customer’s Point of View....Pages 100-123
Front Matter....Pages 125-125
The Functional and the Personal Customer....Pages 127-148
‘Subjectifying Action’ as a Specific Mode of Working with Customers....Pages 149-174
Front Matter....Pages 175-175
The Working Customer — A Fundamental Change in Service Work....Pages 177-196
Customers Working for Customers: Collaborative Web 2.0 Services....Pages 197-222
Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Concept....Pages 223-252
Back Matter....Pages 253-257