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„Das muss man dann versachlichen …“: Arbeit an und mit Kund:innen in Technischen Services – ein Fallbeispiel

Author

Listed:
  • Abel Jörg

    (Sozialforschungsstelle Dortmund, Technische Universität Dortmund, Evinger Platz 17, 44339 Dortmund, Deutschland.)

  • Ittermann Peter

    (Sozialforschungsstelle Dortmund, Technische Universität Dortmund, Evinger Platz 17, 44339 Dortmund, Deutschland.)

Abstract

While there are numerous findings on the requirements for interaction work in retail, care and other social services, relatively little is known about their significance in production-related services such as technical services. Digitalization, new business models and more complex customer requirements are creating a change that affects the work of professionals in technical services: Although this field is clearly characterized by dispositional relationships in which professional disputes dominate, the employees have to communicate more and more intensively with the customers – interaction is gaining in importance as a work content. This development is presented in a case study and approaches to designing good interaction work are discussed.

Suggested Citation

  • Abel Jörg & Ittermann Peter, 2022. "„Das muss man dann versachlichen …“: Arbeit an und mit Kund:innen in Technischen Services – ein Fallbeispiel," Arbeit, De Gruyter, vol. 31(4), pages 399-420, December.
    • Handle: RePEc:bpj:arbeit:v:31:y:2022:i:4:p:399-420:n:2
    DOI: 10.1515/arbeit-2022-0023
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