"Customers at Work "is about 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
between customers and service providers as they interact in any
kind of service relationship. It presents sociological approaches
that provide new insights into the debates about service
proletariat and internet-based knowledge work. Recent research on
service interaction, informed by the German sociology of work
tradition, highlights profound changes in service relationships
that will shape the quality of future service work. The authors of
this volume bring together many of these recent core findings and
offer them in a combination of theoretical exploration and
empirical analysis to an international audience for the first
time.
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