Customers at Work

Tabea Beyreuther, Chemnitz University of Technology, GermanyBernd Bienzeisler, Fraunhofer Institute for Industrial Engineering, GermanyThomas Birken, ISF München, Germany Fritz Böhle, University of Augsburg, Germany Christian Eismann, Chemnitz University of Technology, GermanyHeidemarie Hanekop, University of Göttingen, GermanyAnna Hoffmann, Chemnitz University of Technology, GermanySabine Hornung, Chemnitz University of Technology, GermanyHeike Jacobsen, Brandenburg University of Technology, GermanyNick Kratzer, ISF München, GermanyWolfgang Menz, ISF München, Germany Kerstin Rieder, Aalen University, Germany G. Günter Voß, Chemnitz University of Technology, GermanyStephan Voswinkel, Johann Wolfgang Goethe-Universitaetthe, Germany Margit Weihrich, Augsburg University, GermanyVolker Wittke University of Göttingen, Germany

• PART I: INTRODUCTION 1. Customers in Service Relationships: About This Book; Wolfgang Dunkel and Frank Kleemann 2. Social Research on Services and Service Work in Germany – From the 'Service Gap' to Service Professionalism; Heike Jacobsen 3. The Structure of Institutional Support For German Service Research; Bernd Bienzeisler and Wolfgang Dunkel PART II: CUSTOMERS AND SERVICE WORKERS AT WORK 4. Interactive Work: a Theoretical and Empirical Approach to the Study of Service Interactions; Wolfgang Dunkel and Margit Weihrich 5. Management by Customers and Customer Control: (Im-)Balances of Power in Interactive Service Work; Tom Birken, Wolfgang Menz and Nick Kratzer 6. Interaction in Service Relationships: the Customer's Point of View; Anna Hoffmann and Margit Wehrich PART III: WORKING ON CUSTOMERS 7. The Functional and the Personal Customer; Stephan Voswinkel 8. 'Subjectifying Action' as a Specific Mode of Working with Customers; Fritz Böhle PART IV: WORKING CUSTOMERS – SELF SERVICE AND WEB 2.0 8. The Working Customer – a Fundamental Change in Service Work; Kerstin Rieder and G. Günter Voß 9. Customers Working for Customers: Collaborative Web 2.0 Services; Heidemarie Hanekop, Volker Wittke 10. Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Concept; Tabea Beyreuther, Christian Eismann, Sabine Hornung and Frank Kleemann