Article

Der Arbeitende Kunde - die Entwicklung eines neuen Typus des Konsumenten

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... Automatisierung ist so möglich, aber sie ist im Kontext von erweiterter Selbstbedienung durch die KundInnen zu betrachten und von dieser gar nicht zu trennen. Nicht der Algorithmus, sondern die "arbeitende" KundIn übernimmt größere Teile der Jobs der AgentInnen (Rieder/Voß 2009). Solche Selbstbedienung per Internet dürfte durchaus mit den Konsolidierungstendenzen der Branche und der begrenzten Expansion der letzten Jahre zusammenhängen. ...
... It is characteristic of the literature reviewed in Section 2 that the active consumer is not treated as a subject in his or her own right, but rather tangentially, by way of answering questions of internal significance to each of the individual research traditions. We have attempted to overcome disciplinary boundaries in our review and synthesis of these separate literatures, summarizing their findings in what we refer to as the 'working customer thesis' (Voß & Rieder, 2005;Rieder & Voß, 2009;Rieder & Voß, 2010). This thesis is based on both quantitative and qualitative changes concerning active customer participation. ...
... It is characteristic of the literature reviewed in Section 2 that the active consumer is not treated as a subject in his or her own right, but rather tangentially, by way of answering questions of internal significance to each of the individual research traditions. We have attempted to overcome disciplinary boundaries in our review and come to a synthesis of these separate approaches, summarizing their findings in what we refer to as the 'working customer thesis' (Voß & Rieder, 2005;Rieder & Voß, 2009;Rieder & Voß, 2010). This thesis is based on both quantitative and qualitative changes concerning active customer participation. ...
Chapter
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.
Chapter
Consumer protection is not an independent part of the company policy but moreover it had to prevail against it in the beginning. To date no stable model from the representation of interests has been developed which can be confirmed when viewing the historical development of consumer protection. Oftentimes consumer policy is equated with state interventionism. However, the development over the last centuries shows that depending on the different historical constellation of the consumer society they oftentimes introduced their own manifestation. Companies and consumers often altered their manifestation multiple times, while the state mostly only filled one of many roles. Consumer policy followed the path of societal differentiation and got engaged in a game with players of different strengths and it is only to a certain extent able to democratically reflect and enforce complex consumer issues.
Article
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The primary purpose of the article is to characterize the two trends in tourism consumption, mutually determining each other, and their impact on the distribution strategies of entities operating in the sector of tourism organization and intermediation. By means of applying the method of scientific publications, both domestic and foreign, review the study explains the concepts of virtualization and prosumption, as well as discusses their manifestations in tourism. The analysis of information collected from many sources, mainly the secondary ones, not only the importance, but also the impact directions of both consumer oriented trends were emphasized on the functioning of tour operators in the area of their offer distribution.
Chapter
Mit der Vordringlichen Maßnahme galt es, einerseits den Stellen- und Gebrauchswert von personenbezogenen Dienstleistungen in komplexen Wertschöpfungssystemen herauszustellen und andererseits konzeptionelle und praktische Gestaltungsmöglichkeiten zu erkunden. Umso eher sind die für unsere Gesellschaftsdynamik so wichtigen Schlüsselbereiche zukunftsfähig zu machen.
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