Ergonomics and Customer-Operator Interactions

Abstract

The growth of services as a major economic activity necesitates to pay more attention to the understanding of service situations. According to the analyst, four kinds of status are given to the customer in service situations and are discussed. Three categories of service situations are presented: commercial interactions, advisory tasks, social work and personal care-taking. Lastly, three levels of management of service interactions are identified: transactional, contractual, relational.