"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.

Campus Crisis Management is a practical resource that helps campus administrators evaluate, revise, or establish a comprehensive crisis management plan appropriate for their college or university. Filled with examples, assessment tools, and checklists, this book describes the individuals who should be involved in developing a campus plan, what a plan should include, as well as a variety of crisis events and issues that should be addressed in a comprehensive crisis management plan. Including contributions from renowned practitioners at all levels, this fully revised, new edition contains the must-have information on crisis management, such as: How to develop a comprehensive crisis management system The different types of crises using the crisis matrix The structure, operation, and training of a crisis team Strategies for working with the media New chapters addressing behavioral intervention teams, active shooter situations, Title IX guidance, campus demonstrations, outbreaks of infectious and contagious diseases, and special event management. From a senior administrator working with an institution-wide emergency operations team, to a new professional looking to develop plans and protocols to respond to critical incidents, Campus Crisis Management is a comprehensive guide to planning and preparing for campus emergencies of any scale.

Campus Crisis Management is a practical resource that helps campus administrators evaluate, revise, or establish a comprehensive crisis management plan appropriate for their college or university. Filled with examples, assessment tools, and checklists, this book describes the individuals who should be involved in developing a campus plan, what a plan should include, as well as a variety of crisis events and issues that should be addressed in a comprehensive crisis management plan. Including contributions from renowned practitioners at all levels, this fully revised, new edition contains the must-have information on crisis management, such as: How to develop a comprehensive crisis management system The different types of crises using the crisis matrix The structure, operation, and training of a crisis team Strategies for working with the media New chapters addressing behavioral intervention teams, active shooter situations, Title IX guidance, campus demonstrations, outbreaks of infectious and contagious diseases, and special event management. From a senior administrator working with an institution-wide emergency operations team, to a new professional looking to develop plans and protocols to respond to critical incidents, Campus Crisis Management is a comprehensive guide to planning and preparing for campus emergencies of any scale.

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.