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

Julia Connell, Richard Gough, Anthony McDonnell, John Burgess

Research output: Contribution to journalEditorial

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.
Original languageEnglish
Pages (from-to)1-8
JournalLabour & Industry: a journal of the social and economic relations of work
Volume24
Issue number1
Early online date14 Mar 2014
DOIs
Publication statusPublished - 2014

Fingerprint

Work organization
Service sector
Service delivery
Job quality
Information and communication technology
Service work
Soft skills
Working conditions
Autonomy
New services
Work conditions
Work place
Interaction
Flexible work
Work teams
Participation
New products
Competency

Cite this

Connell, Julia ; Gough, Richard ; McDonnell, Anthony ; Burgess, John. / Technology, work organisation and job quality in the service sector: an introduction’. In: Labour & Industry: a journal of the social and economic relations of work. 2014 ; Vol. 24, No. 1. pp. 1-8.
@article{cd7be5f4993e43258671e148486ca046,
title = "Technology, work organisation and job quality in the service sector: an introduction’",
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.",
author = "Julia Connell and Richard Gough and Anthony McDonnell and John Burgess",
year = "2014",
doi = "10.1080/10301763.2013.877117",
language = "English",
volume = "24",
pages = "1--8",
journal = "Labour & Industry: a journal of the social and economic relations of work",
issn = "1030-1763",
number = "1",

}

Technology, work organisation and job quality in the service sector: an introduction’. / Connell, Julia; Gough, Richard ; McDonnell, Anthony; Burgess, John.

In: Labour & Industry: a journal of the social and economic relations of work, Vol. 24, No. 1, 2014, p. 1-8.

Research output: Contribution to journalEditorial

TY - JOUR

T1 - Technology, work organisation and job quality in the service sector: an introduction’

AU - Connell, Julia

AU - Gough, Richard

AU - McDonnell, Anthony

AU - Burgess, John

PY - 2014

Y1 - 2014

N2 - 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.

AB - 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.

U2 - 10.1080/10301763.2013.877117

DO - 10.1080/10301763.2013.877117

M3 - Editorial

VL - 24

SP - 1

EP - 8

JO - Labour & Industry: a journal of the social and economic relations of work

JF - Labour & Industry: a journal of the social and economic relations of work

SN - 1030-1763

IS - 1

ER -