2020
BMBF joint project on "Respect in service work" launched at the SFS
- Fakultät
In many service professions, direct contact with customers takes up a large part of the work. In recent years, employees have reported an increasing lack of respect from customers, resulting in challenging or even challenging behaviour. However, customers often feel that they are not treated with respect either, for example when it comes to the careful and circumspect handling of their concerns. This creates a vicious circle of mutual disrespect, which can escalate into aggressive behaviour.
Using the example of the retail trade, the project examines how interactions between employees and their customers can be designed in such a way that mutual respect is generated or encouraged.
Project leadership
Dr. Edelgard Kutzner
Employees: Lena Kaun, Dr. Klaus Kock, Ninja Ulland
Contact:
Dr. Edelgard Kutzner
Tel.: +49 231 755 90231
E-Mail: edelgard.kutznertu-dortmundde
Faculty of Social Sciences
Social Research Centre
www.respectwork.de
