Handling the clash between production & consumption: A situated view on front-line service workers' competencies in interactive service
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29 janvier 2017
- doi: 10.58079/n3ac
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GdL, « Handling the clash between production & consumption: A situated view on front-line service workers' competencies in interactive service », Économie des conventions, ID : 10.58079/n3ac
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Anna Schneider (2016) Munich: Hampp. Abstract: The majority of the workforce is currently employed in the service industry where many employees are involved in daily face-to-face service interactions with customers. At the same time, these direct customer interactions are increasingly put under pressure for example, in traditional retailing by alternative distribution channels. Nevertheless, whenever an essential part of a business-model’s value-creation process builds on interactive service...