Handling the clash between production & consumption: a situated view on front-line service workers' competencies in interactive service
Gespeichert in:
| Beteilige Person: | |
|---|---|
| Format: | Hochschulschrift/Dissertation Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
München ; Mering
Rainer Hampp Verlag
2016
|
| Schriftenreihe: | Empirische Personal- und Organisationsforschung
Band 55 |
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029119407&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | 184 Seiten Diagramme |
| ISBN: | 9783957100641 395710064X |
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| 245 | 1 | 0 | |a Handling the clash between production & consumption |b a situated view on front-line service workers' competencies in interactive service |c Anna Schneider |
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Datensatz im Suchindex
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|---|---|
| adam_text | Titel: Handling the clash between production consumption
Autor: Schneider, Anna
Jahr: 2016
Table of Contents
1. Introduction 5
1.1 Problem Statement 5
1.2 Research objective and structure ofthe study 6
1.3 Frequently used terms 10
2. Literature Review 11
2.1 Service work from a managerial perspective 13
2.2 Service work from a critical perspective 17
2.2.1 Excursus: The customer-oriented bureaucracy (COB) 23
2.2.2 Appreciation of Critical Social Sciences as a meta-theory 28
2.3 Service work from an interpretive perspective 31
2.4 Service work from a new perspective - this study s approach 3 3
2.4.1 Conspectus critical wrap-up 33
2.4.2 Deriving the research agenda: front-line Service worker s competencies in
Service interactions 36
3. Conceptual Framework 40
3.1 Analysing social interactions: basic conceptions assumptions about the nature
of social actors 40
3.1.1 Analysing service interactions: an interactionist perspective on Service work 40
3.1.2 Pragmatist actor s concept - structure vs. agency 42
3.1.3 Methodological situationalism - interaction in social situations 45
3.2 American Pragmatism ¦ Negotiated Orders 47
3.2.1 Introduction main ideas 47
3.2.2 Level unit ofanalysis - a classic perspective of methodological situationalism 49
3.2.3 Explaining actor s action - Strauss Social Worlds 51
3.3 French Pragmatism - Economies of Worth 53
3.3.1 Introduction main ideas 53
3.3.2 Level unit ofanalysis - a new perspective of methodological situationalism 55
3.3.3 Explaining actor s action - EC s phiral waysfor engaging with the social world 58
3.3.3.1 Regimes ofengagement 58
3.3.3.2 The corapetent actor 60
3.4 Labour-related Conventions and conflgurations in service-work 62
3.4.1 The transformation oflabourin the production process 62
3.4.2 The transformation oflabour in the Service producing firm 64
3.4.3 The Service interaction in the light ofEC and Negotiated Orders 69
4. Research Setting Methods 73
4.1 Research setting 73
4.1.1 Labour division and the value-added chain 74
4.1.1.1 The sales Service interaction 75
4.1.1.2 The Checkout Service interaction 77
4.1.1.3 The exchange complaint Service interaction 79
4.1.1.4 The fitting Service interaction 81
4.1.2 Labour division and corresponding HR practices 82
4.1.2.1 HR practices and the sales Service interaction 83
4.1.2.2 HR practices and the Checkout Service interaction 85
4.1.2.3 HR practices and the exchange complaint Service interaction 86
4.1.2.4 HR practices and the fitting Service interaction 87
4.2 Research strategy 89
4.2.1 Ethnography 89
4.2.2 Grounded Theory 90
4.3 Research procedure - data source, collection and analysis 93
4.3.1 Data sources 9 3
4.3.2 Data collection 95
4.3.2.1 Participant Observation 95
4.3.2.2 Ethnographie in-depth interviews 96
4.3.3 Data analysis 97
4.4 Reflections on the research design s capacity and the course ofresearch 100
5. Findings 103
5.1 Overview 103
5.2 The art ofselling - the sales Service interaction 105
5.2.1 Reinforcing the planned way ofproeeeding the sales service interaction 105
5.2.1.1 The equipment 105
5.2.1.2 Investing in forms HO
5.2.2 Challenging the planned way ofproeeeding ofthe sales service interaction 113
5.2.2.1 Lack of equipment 113
5.2.2.2 What eise informs the customer s challenge ofthe planned procedure? 116
5.2.3 Handling the clash between produetion and consumption in the sales service
interaction 119
5.3 The art ofeashing -the Checkout service interaction 121
5.3.1 Reinforcing the planned way ofproeeeding the Checkout service interaction 122
5.3.1.1 The equipment 122
5.3.1.2 Investing in forms 126
5.3.2 Challenging the planned way ofproeeeding ofthe checkout service interaction 128
5.3.2.1 Lack of equipment 128
5.3.2.2 What eise informs the customer s challenge ofthe planned procedure? 130
5.3.3 Handling the clash between production and consumption in the checkout service
interaction 131
5.3.3.1 Negotiating a non-negotiable procedure - part 1 131
5.3.3.2 Negotiating non-negotiable task division 133
5.4 The art ofretaining - the exchange complaint interaction 135
5.4.1 Reinforcing the planned way ofproeeeding exchange complaint interaction 135
5.4.1.1 The equipment 135
5.4.2 Challenging the planned way ofproeeeding the merchandise exchange and complaint
interaction 137
5.4.2.1 Lack of equipment in organisational Integration ofthe merchandise exchange
complaint procedure 137
5.4.2.2 Lack of equipment in the merchandise complaint procedure 139
5.4.3 Handling the clash between production and consumption in the merchandise
exchange complaint interaction 140
5.4.3.1 Negotiating a non-negotiable procedure - part II 140
5.4.4.2 Negotiating the aeeeptance of a merchandise complaint request 142
5.5 The art of fitting - the fitting service interaction 145
5.5.1 Reinforcing the planned way ofproeeeding the fitting service interaction 146
5.5.1.1 The equipment 146
5.5.1.2 Investing in forms 148
5.5.2 Challenging the planned way ofproeeeding ofthe fitting service interaction 150
5.5.2.1 Lack of equipment 150
5.5.2.2 What eise informs the customer s challenge ofthe planned procedure? 151
5.5.3 Handling the clash between production and consumption in the fitting service
interaction 153
5.5.3.1 Negotiating non-negotiable rules 153
5.5.3.2 Negotiating non-negotiable mistakes 155
6. Discussion 158
6.1 The interrelation between situational equipment andfront-line service worker s
competencies 158
6.1.1 Situational equipment and Investments informs 158
6.1.2 Front-line seivice worker s competencies in Interactive service work - part I 161
6.2 The interrelation between situational equipment, tensions andfront-line service
worker s competencies 163
6.2.1 Tensions in Interactive service work 163
6.2.2 Front-line service worker s competencies in interactive service work - part II 164
7. Conclusion Implications 169
8. References 174
|
| any_adam_object | 1 |
| author | Schneider, Anna |
| author_GND | (DE-588)110982159X |
| author_facet | Schneider, Anna |
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| building | Verbundindex |
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| classification_rvk | QQ 250 |
| ctrlnum | (OCoLC)957666620 (DE-599)DNB110475441X |
| discipline | Wirtschaftswissenschaften |
| format | Thesis Book |
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| indexdate | 2024-12-20T17:43:10Z |
| institution | BVB |
| institution_GND | (DE-588)1065293291 |
| isbn | 9783957100641 395710064X |
| language | English |
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| physical | 184 Seiten Diagramme |
| publishDate | 2016 |
| publishDateSearch | 2016 |
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| publisher | Rainer Hampp Verlag |
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| series | Empirische Personal- und Organisationsforschung |
| series2 | Empirische Personal- und Organisationsforschung |
| spellingShingle | Schneider, Anna Handling the clash between production & consumption a situated view on front-line service workers' competencies in interactive service Empirische Personal- und Organisationsforschung Interaktion (DE-588)4027266-7 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Kundenbetreuung (DE-588)4297543-8 gnd Einzelhandel (DE-588)4127747-8 gnd |
| subject_GND | (DE-588)4027266-7 (DE-588)4012183-5 (DE-588)4297543-8 (DE-588)4127747-8 (DE-588)4113937-9 |
| title | Handling the clash between production & consumption a situated view on front-line service workers' competencies in interactive service |
| title_auth | Handling the clash between production & consumption a situated view on front-line service workers' competencies in interactive service |
| title_exact_search | Handling the clash between production & consumption a situated view on front-line service workers' competencies in interactive service |
| title_full | Handling the clash between production & consumption a situated view on front-line service workers' competencies in interactive service Anna Schneider |
| title_fullStr | Handling the clash between production & consumption a situated view on front-line service workers' competencies in interactive service Anna Schneider |
| title_full_unstemmed | Handling the clash between production & consumption a situated view on front-line service workers' competencies in interactive service Anna Schneider |
| title_short | Handling the clash between production & consumption |
| title_sort | handling the clash between production consumption a situated view on front line service workers competencies in interactive service |
| title_sub | a situated view on front-line service workers' competencies in interactive service |
| topic | Interaktion (DE-588)4027266-7 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Kundenbetreuung (DE-588)4297543-8 gnd Einzelhandel (DE-588)4127747-8 gnd |
| topic_facet | Interaktion Dienstleistungssektor Kundenbetreuung Einzelhandel Hochschulschrift |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029119407&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| volume_link | (DE-604)BV009839063 |
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