Technology, work organisation and job quality in the service sector: an introduction
MetadataShow full item record
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.
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>
Showing items related by title, author, creator and subject.
Trust and reputation for service-oriented environments: Technologies for building business intelligence and consumer confidenceChang, Elizabeth; Dillon, Tharam S.; Hussain, Farookh (2006)Trust has played a central role in human relationships and hence has been the subject of study in many fields including business, law, social science, philosophy and psychology. It has played a pivotal role in forming ...
Review of information systems research for media industry–recent advances, challenges, and introduction of information systems research in the media industryLugmayr, Artur; Grueblbauer, J. (2017)Global media reports clearly show a tremendous increase in spending on Information Technology (IT) and Information Systems (IS) in the media sector. Two main trends are currently visible. First, as stated in McKinsey & ...
Papandony, M.; Seneviwickrama, K.; Cicuttini, F.; Lasserre, K.; Teichtahl, A.; Wang, Y.; Briggs, Andrew; Wluka, A. (2016)Purpose: Osteoarthritis (OA), the most common cause of severe long-term pain and physical disability, is expected to be the fourth leading cause of disability by 2020. This will place a significant burden on health care ...