Kapitel II Arbeit als menschliche Tätigkeit: Arbeit als Interaktion

Dunkel, Wolfgang; Weihrich, Margit

doi:10.1007/978-3-531-92247-8_6

Cited by 46 publications

(3 citation statements)

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“…German 'interaction-work' approach Böhle (2011); Böhle et al (2015); Dunkel and Weihrich (2010, 2012, 2013; Weihrich and Dunkel (2003) Symbolic interactionism (Goffman) Negotiated orders (Strauss) Participant and non-participant observation; narrative interviews Interacting, as part of service provision, is work in itself; interaction is treated as a discrete unit of analysis.…”

Section: Role and Understanding Of Indeterminacy And Agencymentioning

confidence: 99%

“…Compared to French front-desk sociologists, the Germanspeaking sociology of work and sociology of service community (Dunkel & Weihrich, 2010, 2012, 2013Weihrich & Dunkel, 2003) explicitly emphasizes that interacting is itself work. For Dunkel and Weihrich (2013, p. 50), interaction work 'is demanding because cooperation has to be established and maintained under conditions that can be very tricky'.…”

Section: The German 'Interaction-work' Approachmentioning

confidence: 99%

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Situating service work in action: A review and a pragmatist agenda for analysing interactive service work

Schneider

Subramanian

Suquet

et al. 2021

Int J Management Reviews

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Research on interactive service work has paid close attention to how organizations and frontline employees deal with the inherent complexity of the customeremployee-employer triangle. This raises questions about the agency of interactive service workers with respect to the indeterminacy of service interactions.Our meta-narrative review finds that the theorization of worker agency in service interactions remains underdeveloped in the two dominant research streams of mainstream management and labour process theory studies. Implicitly or explicitly, these streams either subsume agency under managerial prescription or view it through the binary polar of control and resistance. There has been less focus on service workers' efforts to overcome practical difficulties in everyday service interactions. To address this lacuna, we offer a conceptual framework that draws on a less prominent, third research stream, which we label pragmatist. This stream includes scholarship largely unfamiliar to the international Englishspeaking community, published mainly in French and German academic journals. We propose three contributions in this paper. First, we contribute to the interactive service work literature by mapping the theoretical plurality within and beyond the English-speaking community. Second, we problematize established streams of research by articulating the intellectual axes of the field; this allows us to present a new research area to account for the concrete dynamics of service interaction and to capture frontline employee agency. Third, we propose a pragmatist research framework coupled with a future research agenda more attentive to the embeddedness and materiality of frontline workers' situated actions. This way, we address the indeterminacy of interactive situations.

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Section: Role and Understanding Of Indeterminacy And Agencymentioning

confidence: 99%

Section: The German 'Interaction-work' Approachmentioning

confidence: 99%

Situating service work in action: A review and a pragmatist agenda for analysing interactive service work

Schneider

Subramanian

Suquet

et al. 2021

Int J Management Reviews

View full text Add to dashboard Cite

show abstract

“…Abstimmungsprobleme und Koordinationsanforderungen werden zu täglichen Herausforderungen (vgl. Böhle et al 2006;Dunkel/Weihrich 2010;Hacker 2006). Penz und Sauer beschreiben in ihrem Buch »Affektives Kapital.…”

Section: Becks Individualisierungstheseunclassified

Arbeit und Gesundheit in der Spätmoderne

Jelenko¹

2023

Arbeit Und Organisation

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Immer schneller, weiter, mehr! Bei diesem leistungsorientierten Diktum sind arbeitsbezogene Gesundheitsgefahren allgegenwärtig. Sozialpolitisch wird deren Vorbeugung in der betrieblichen Prävention fokussiert, die traditionell an der Unfallverhütung und der männlichen Industriearbeit orientiert ist. Im Kontrast dazu steht die Forderung spätmoderner Dienstleistungsgesellschaften nach mehr Flexibilität und Einsatzbereitschaft. Marie Jelenko untersucht, wie die Bewältigung von erhöhten Anforderungen und das damit verbundene Gesundheitsrisiko auf den Schultern des Individuums abgeladen werden.

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Wellness Customers and Their Needs

Kalkowski¹,

Paul²

2017

Leisure, Health and Well-Being

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Kapitel II Arbeit als menschliche Tätigkeit: Arbeit als Interaktion

Cited by 46 publications

References 1 publication

Situating service work in action: A review and a pragmatist agenda for analysing interactive service work

Situating service work in action: A review and a pragmatist agenda for analysing interactive service work

Arbeit und Gesundheit in der Spätmoderne

Wellness Customers and Their Needs

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