IDEAS home Printed from https://ideas.repec.org/h/pal/palchp/978-1-137-29325-1_4.html
   My bibliography  Save this book chapter

Interactive Work: A Theoretical and Empirical Approach to the Study of Service Interactions

In: Customers at Work

Author

Listed:
  • Wolfgang Dunkel
  • Margit Weihrich

Abstract

Check-out at a four-star hotel. Three employees stand behind the reception counter and greet a constant trickle of guests. The sequence involves posing standard questions. Room number? Break- fast? Minibar? Internet use? Parking deck? Was everything OK? The printing of receipts goes quickly, and credit cards had been swiped already at check-in. Goodbyes and farewells. The individual check- out sequences play out in a friendly and efficient manner. Most guests have their room keycards ready, give positive feedback, and are friendly and polite.

Suggested Citation

  • Wolfgang Dunkel & Margit Weihrich, 2013. "Interactive Work: A Theoretical and Empirical Approach to the Study of Service Interactions," Palgrave Macmillan Books, in: Wolfgang Dunkel & Frank Kleemann (ed.), Customers at Work, chapter 4, pages 49-75, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-29325-1_4
    DOI: 10.1057/9781137293251_4
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:palchp:978-1-137-29325-1_4. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.