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- W2149164219 abstract "The last ten years or so have seen a far-reaching reconfiguration of the dramatis personae that dominate the world of organizations. For much of its life, the study of organizations was dominated by two central characters, the manager and the worker, whose relationship with all its tensions, conflicts and accommodations unfolded within a broader environment of markets, governments, shareholders, social institutions, technological forces and so forth. For all the importance accorded to these factors, the spotlight remained firmly on managers and workers – what happened outside the organizational boundary ‘impacted on’ the goings-on inside, but remained very much outside. In the last ten years, however, there has been a substantial movement to change the two-actor show into a three-actor show, the organizational dyad into a triad. The newcomer on stage has been the consumer, a character whose whims, habits, desires and practices are no longer seen as ‘impacting on’ the activities of managers and workers from the outside but increasingly as defining them. At times the referee in the management–labour contest, the consumer is often called upon to take sides, declare winners and losers, but above all define the rules of the game. ‘Customer service’ and ‘consumer sovereignty’ are the labels that have come to stand metonymically for the incorporation of the consumer in the" @default.
- W2149164219 created "2016-06-24" @default.
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- W2149164219 date "2002-12-01" @default.
- W2149164219 modified "2023-09-27" @default.
- W2149164219 title "Themed Book Reviews: Organizations and their Consumers" @default.
- W2149164219 cites W1597842479 @default.
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- W2149164219 doi "https://doi.org/10.1177/00187267025512005" @default.
- W2149164219 hasPublicationYear "2002" @default.
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