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This paper presents the structure of two information systems based on customer relationship management applied in a fitness club as a case study. The analysis of selected IT solutions is focused on their functions and modules which allow the maintenance of contact with the client and constant customer care. As the fitness business is actively growing in Poland, the cognitive goal of the paper is to present IT solutions applied in a selected fitness club as a proposal of how to manage a sports organization but also discuss those tools in terms of their usefulness and benefits for both sides – managers of the fitness club as well as the clients. The article also indicates probable precariousness of presented IT tools.
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Language is at the heart of service interactions and a crucial element influencing the relationship between service provider and customer. As a specific form of symbolic capital, language can also be used to exclude and dominate. Our research looks at the role of language in shaping the power dynamic between service providers and customers in the Indian context. This study builds from extensive fieldwork conducted in the area of " new services " , following Indian gym trainers and coffee shop baristas as they interact with elite English-speaking clients. The findings detail how English operates as an invisible boundary in service settings, by excluding Indians who do not speak it with fluency. However, when used to develop expert knowledge, language also becomes an opportunity for lower middle class Indians to resist and invert the domination of the elite.
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This article presents data from a comprehensive study of hyper flexible and precarious work in the service sector. A series of interviews were conducted with self-employed personal trainers along with more than 200 hours of participant observation within fitness centres in the UK. Analysis of the data reveals a new form of hyper flexible and precarious work that is labelled neo-villeiny in this article. Neo-villeiny is characterized by four features: bondage to the organization; payment of rent to the organization; no guarantee of any income; and extensive unpaid and speculative work that is highly beneficial to the organization. The neo-villeiny of the self-employed personal trainer offers the fitness centre all of the benefits associated with hyper flexible work, but also mitigates the detrimental outcomes associated with precarious work. The article considers the potential for adoption of this new form of hyper flexible and precarious work across the broader service sector.
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