Interactive Work: A Theoretical and Empirical Approach to the Study of Service Interactions

@inproceedings{Dunkel2013InteractiveWA,
  title={Interactive Work: A Theoretical and Empirical Approach to the Study of Service Interactions},
  author={W. Dunkel and Margit Weihrich},
  year={2013}
}
Check-out at a four-star hotel. Three employees stand behind the reception counter and greet a constant trickle of guests. The sequence involves posing standard questions. Room number? Break- fast? Minibar? Internet use? Parking deck? Was everything OK? The printing of receipts goes quickly, and credit cards had been swiped already at check-in. Goodbyes and farewells. The individual check- out sequences play out in a friendly and efficient manner. Most guests have their room keycards ready… Expand
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The Influence of the Customer in Service Production
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