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    Technology, work organisation and job quality in the service sector: an introduction

    226235_226235.pdf (466.2Kb)
    Access Status
    Open access
    Authors
    Connell, Julia
    Gough, R.
    McDonnell, A.
    Burgess, John
    Date
    2014
    Type
    Journal Article
    
    Metadata
    Show full item record
    Citation
    Connell, J. and Gough, R. and McDonnell, A. and Burgess, J. 2014. Technology, work organisation and job quality in the service sector: an introduction. Labour & Industry: A Journal Of The Social And Economic Relations Of Work. 24 (1): pp. 1-8.
    Source Title
    Labour & Industry: A Journal Of The Social And Economic Relations Of Work
    DOI
    10.1080/10301763.2013.877117
    ISSN
    1030-1763
    Remarks

    The Version of Record of this manuscript has been published and is available in Labour & Industry: A Journal Of The Social And Economic Relations Of Work (2014), <a href="http://www.tandfonline.com/10.1080/10301763.2013.877117">http://www.tandfonline.com/10.1080/10301763.2013.877117</a>

    URI
    http://hdl.handle.net/20.500.11937/41324
    Collection
    • Curtin Research Publications
    Abstract

    This special issue volume is concerned with how technology is changing the nature of work and working conditions while generating new products and new forms of service delivery. The five articles included in this volume cover service work, from the routine and clerical through to highly credentialed and professional work. Although some of the established challenges concerning the impact of Information and Communication Technology (ICT) on work and workplaces are evident in the articles, it is also clear that new service delivery processes demand new skills and training to some extent. Overall findings indicate that while ICT competencies are important, they need to be supplemented by the soft skills that are crucial for effective customer interactions and more open work systems with greater autonomy and participation whereby flexible work teams can have a positive impact on job quality outcomes. This introductory article examines technology and the changing nature of work through three strands of interpretation, prior to introducing the five articles in this special issue.

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