The Working Customer — A Fundamental Change in Service Work

Abstract

The idea that customers are active is not new. Customers have always and in many ways, contributed to the process of service provision. They have always had to inform themselves about the products and services on offer, had to get to the point of sale, transport the goods, prepare them at home and to dispose of the wrapping and packaging. Customers have thus never been completely inactive. However, the role of the cus- tomer has been changing substantially over the last century. Enterprises have increasingly been transferring functions from employees to cus- tomers, clients, and patients. Early milestones of this development are outlined below. These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 6 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.