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The Working Customer — A Fundamental Change in Service Work

In: Customers at Work

Author

Listed:
  • Kerstin Rieder
  • G. Günter Voβ

Abstract

The idea that customers are active is not new. Customers have always and in many ways, contributed to the process of service provision. They have always had to inform themselves about the products and services on offer, had to get to the point of sale, transport the goods, prepare them at home and to dispose of the wrapping and packaging. Customers have thus never been completely inactive. However, the role of the cus- tomer has been changing substantially over the last century. Enterprises have increasingly been transferring functions from employees to cus- tomers, clients, and patients. Early milestones of this development are outlined below.

Suggested Citation

  • Kerstin Rieder & G. Günter Voβ, 2013. "The Working Customer — A Fundamental Change in Service Work," Palgrave Macmillan Books, in: Wolfgang Dunkel & Frank Kleemann (ed.), Customers at Work, chapter 9, pages 177-196, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-29325-1_9
    DOI: 10.1057/9781137293251_9
    as

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