Customers at Work

New Perspectives on Interactive Service Work

  • Wolfgang Dunkel
  • Frank Kleemann

Table of contents

  1. Front Matter
    Pages i-xiv
  2. Introduction

  3. Customers and Service Workers at Work

  4. Working on Customers

    1. Front Matter
      Pages 125-125
    2. Stephan Voswinkel
      Pages 127-148
  5. Working Customers — Self-Service and Web 2.0

    1. Front Matter
      Pages 175-175
    2. Kerstin Rieder, G. Günter Voβ
      Pages 177-196
    3. Heidemarie Hanekop, Volker Wittke
      Pages 197-222
    4. Tabea Beyreuther, Christian Eismann, Sabine Hornung, Frank Kleemann
      Pages 223-252
  6. Back Matter
    Pages 253-257

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.


fashion Institution interaction management service transformation Web 2.0

Editors and affiliations

  • Wolfgang Dunkel
    • 1
  • Frank Kleemann
    • 2
  1. 1.Institute for Social Science ResearchISF MünchenGermany
  2. 2.Department of SociologyUniversity of Duisburg-EssenGermany

Bibliographic information

Industry Sectors
Finance, Business & Banking