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‘Subjectifying Action’ as a Specific Mode of Working with Customers

In: Customers at Work

Author

Listed:
  • Fritz Böhle

Abstract

When customers are involved, work processes are highly unpredictable and indeterminate. Customers and clients have their own interests and needs, act independently, and are not directly incorporated within the organization of service delivery. As revealed by empirical studies of ordi- nary work practices, indeterminate situations arise even within highly standardized forms of service interaction with customers and clients. Call center interactions provide a good example, and even these services require that employees be able to resolve unforeseen and indeterminate situations using se If-directed, situational action (cf. Holtgrewe, 2001; Kleemann and Matuschek, 2003).

Suggested Citation

  • Fritz Böhle, 2013. "‘Subjectifying Action’ as a Specific Mode of Working with Customers," Palgrave Macmillan Books, in: Wolfgang Dunkel & Frank Kleemann (ed.), Customers at Work, chapter 8, pages 149-174, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-29325-1_8
    DOI: 10.1057/9781137293251_8
    as

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