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Customers at Work

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Cover of 'Customers at Work'

Table of Contents

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    Book Overview
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    Chapter 1 Customers in Service Relationships: About This Book
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    Chapter 2 Social Research on Services and Service Work in Germany — from the ‘Service Gap’ to Service Professionalism
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    Chapter 3 The Structure of Institutional Support for German Service Research
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    Chapter 4 Interactive Work: A Theoretical and Empirical Approach to the Study of Service Interactions
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    Chapter 5 Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work
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    Chapter 6 Interaction in Service Relationships: The Customer’s Point of View
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    Chapter 7 The Functional and the Personal Customer
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    Chapter 8 ‘Subjectifying Action’ as a Specific Mode of Working with Customers
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    Chapter 9 The Working Customer — A Fundamental Change in Service Work
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    Chapter 10 Customers Working for Customers: Collaborative Web 2.0 Services
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    Chapter 11 Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Concept
Attention for Chapter 5: Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work
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Chapter title
Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work
Chapter number 5
Book title
Customers at Work
Published by
Palgrave Macmillan, London, January 2013
DOI 10.1057/9781137293251_5
Book ISBNs
978-1-349-45111-1, 978-1-137-29325-1
Authors

Thomas Birken, Wolfgang Menz, Nick Kratzer, Birken, Thomas, Menz, Wolfgang, Kratzer, Nick

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