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Interaktive Arbeit: Theorie, PRAXIS Und Gestaltung Von Dienstleistungsbeziehungen by Wolfgang Dunkel, Margit Weihrich

Interaktive Arbeit: Theorie, PRAXIS Und Gestaltung Von Dienstleistungsbeziehungen

by Wolfgang Dunkel , Margit Weihrich
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Book cover type: Paperback
  • ISBN13: 9783531193588
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Springer vs
  • Publisher Imprint: Springer vs
  • Publication Date:
  • Pages: 446
  • Original Price: EUR 46.72
  • Language: German
  • Edition: 2012
  • Item Weight: 554 grams
  • BISAC Subject(s): Social Work

Dienstleistungsarbeit ist eine soziale Angelegenheit. Kunden und Dienstleister sind nicht nur in eine Markttransaktion, sondern auch in eine soziale Beziehung verstrickt: Sie m�ssen kooperieren, damit die Dienstleistung erstellt werden kann. Hierzu leisten sie "interaktive Arbeit". In diesem Buch wird diese "interaktive Arbeit" als Kernelement von Dienstleistungsarbeit beschrieben. Dabei wird der Blick nicht nur auf die Besch�ftigten gerichtet, sondern auch auf die Kunden. Denn ohne deren Mitarbeit lassen sich Dienstleistungen nicht realisieren. Interaktive Arbeit ist ein anspruchsvolles Unterfangen. Wie interaktive Arbeit konkret aussieht, wann sie gelingt, woran man scheitert, wie sie gestaltet und professionalisiert werden kann, wird anhand von drei Praxisfeldern untersucht: der Altenpflege, der Hotellerie und der Infrastruktur- Dienstleistung bei der Deutschen Bahn.

Dr. Wolfgang Dunkel ist wissenschaftlicher Mitarbeiter am Institut für Sozialwissenschaftliche Forschung e.V. - ISF München.

Dr. Margit Weihrich ist wissenschaftliche Mitarbeiterin in der Forschungseinheit Sozioökonomie der Arbeits- und Berufswelt an der Universität Augsburg.

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