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Interaction in Service Relationships: The Customer’s Point of View

In: Customers at Work

Author

Listed:
  • Anna Hoffmann
  • Margit Weihrich

Abstract

For attaining results in service provision, service providers and customers must work together. Their collaboration unfolds within the service relationship itself, face-to-face and in the here and now. At the same time, it is a form of interactive work embedded both in the organization providing the service and, importantly, in the cus- tomer’s own everyday life. In this chapter, we reconceptualize service relationships from the customer’s point of view and lay out arguments why firms, employees, and especially customers should do the same. Indeed, service work takes on a wholly new aspect when viewed from ‘the other side of the counter,’ and we hope to show why a change of perspective promotes a better understanding — and improvement — of service work.

Suggested Citation

  • Anna Hoffmann & Margit Weihrich, 2013. "Interaction in Service Relationships: The Customer’s Point of View," Palgrave Macmillan Books, in: Wolfgang Dunkel & Frank Kleemann (ed.), Customers at Work, chapter 6, pages 100-123, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-29325-1_6
    DOI: 10.1057/9781137293251_6
    as

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