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| Author: | Korczynski, M. Ott, U. |
| Title: | When production and consumption meet: cultural contradictions and the enchanting myth of customer sovereignty |
| Journal: | Journal of Management Studies
2004 : JUN, VOL. 41:4, p. 575-599 |
| Index terms: | Capitalism Consumption Production |
| Language: | eng |
| Abstract: | This paper discusses the contradiction of capitalism, the existence of rationalized, disciplined production alongside free and hedonistic consumption. It focuses on how this contradiction is managed when production and comsumption meet directly within the service interaction. On the production-side rationalization is joined by customer-orientation, whereas on the consumption-side the customer is meant to experience a feeling of being sovereign. Main aspects of the service interaction are analysed in terms of the promotion of the myth of sovereignty. |
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