Titlebook: Customers at Work; New Perspectives on Wolfgang Dunkel (researcher),Frank Kleemann (Visit Book 2013 Palgrave Macmillan, a division of Macm

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ly all aspects and stages of the production process. This volume illuminates social relations and interaction between customers and service providers as well as between the users of web-based services.978-1-349-45111-1978-1-137-29325-1

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Customers in Service Relationships: About This Bookds to the masses than exceptional goods to the rich. This was the first great transformation of the relation- ship between producers and consumers — the era when the great mass of customers became ‘king’ and when serving this new king’s wishes became the supreme goal of producers.

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The Working Customer — A Fundamental Change in Service Workstantially 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.

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Prosumption of Social Context in Web 2.0: Theoretical Implications for the Prosumer Conceptervices that they themselves produced in whole or in part. The notion is often related to the do-it-yourself culture or the ‘invisible economy/ and it covers a vast array of activities ranging from furniture assembly, to blood pressure self-monitoring, to participation in self-help groups.

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Stem-Words, Derived Words and Word-Classesimage of the customer’s economic contribution as limited to the consumption of standardized mass products as famously illustrated by Ford’s statement that ‘a(chǎn)ny customer can have a car painted any color that he wants so long as it is black’ (Ford, 1922: 73).

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