Service Work

Author : Cameron MacDonald,Marek Korczynski
Publisher : Routledge
Page : 214 pages
File Size : 42,6 Mb
Release : 2008-08-20
Category : Business & Economics
ISBN : 9781135926618

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Service Work by Cameron MacDonald,Marek Korczynski Pdf

Everyday, we are bombarded with advertising images of the smiling service worker. The book is written with the aim of focusing beneath the surface of these fairy tale images, to seek out and understand the reality of service workers’ experience. Within the sociology of work and related literatures, there are an increasing number of empirical studies of different types of service work, but there has been little progress in attempts to theorize the nature of service work, per se. This book fills this gap by bringing together major scholars from the US and UK who use a range of critical perspectives to explore key elements in the organization and experience of contemporary service work. It will make an invaluable secondary text for advanced undergraduates and graduates studying courses/modules such as sociology of work, industrial sociology, social theory and work, organization studies, and organizational theory.

Author : Cameron MacDonald,Marek Korczynski
Publisher : Routledge
Page : 216 pages
File Size : 45,9 Mb
Release : 2008-08-20
Category : Business & Economics
ISBN : 9781135926601

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Service Work by Cameron MacDonald,Marek Korczynski Pdf

Everyday, we are bombarded with advertising images of the smiling service worker. The book is written with the aim of focusing beneath the surface of these fairy tale images, to seek out and understand the reality of service workers’ experience. Within the sociology of work and related literatures, there are an increasing number of empirical studies of different types of service work, but there has been little progress in attempts to theorize the nature of service work, per se. This book fills this gap by bringing together major scholars from the US and UK who use a range of critical perspectives to explore key elements in the organization and experience of contemporary service work. It will make an invaluable secondary text for advanced undergraduates and graduates studying courses/modules such as sociology of work, industrial sociology, social theory and work, organization studies, and organizational theory.

Author : Karen A. Shire,Ursula Holtgrewe,Christian Kerst
Publisher : Routledge
Page : 244 pages
File Size : 44,9 Mb
Release : 2017-09-29
Category : Social Science
ISBN : 9781351765183

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Re-organising Service Work: Call Centres in Germany and Britain by Karen A. Shire,Ursula Holtgrewe,Christian Kerst Pdf

This title was first published in 2002. Call centres are a type of service work that stand at the interface between corporations and consumers. They exemplify more general tendencies present within service work. They also have a particular public image - being associated in the public mind with low skilled and regimented work. This volume presents contributions from British and German management academics and industrial sociologists based on primary research on call centres in both countries. The contributions cover the genesis and development of call centres as a new form of organization, or indeed a new industry; the rationalization and control strategies of organizations that establish call centres; and the nature of service work and service interactions. The findings of this volume challenge the common public image of call centres and finds that call centre employment is in fact very diverse. So, for example, skilled advising and consulting services are often performed over the phone. Along with the sometimes skilled nature of call centre work, work organization and working conditions vary as well. The text also seeks to contrast the British and German experience of call centre work and employment. In Germany clerical work has traditionally been embedded in the specific traditions of co-operative industrial relations that define the German model. Call centres present a strategic challenge to this model, and the expansion of call centres has been at the forefront of changes aimed at making employment more flexible in Germany. This work offers a choice of country cases, which permit a comparison of service employment within both a liberal capitalist and a socially embedded economy.

Author : José-Luis Álvarez-Galván
Publisher : Cambridge Scholars Publishing
Page : 225 pages
File Size : 55,9 Mb
Release : 2012-03-15
Category : Business & Economics
ISBN : 9781443838177

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Outsourcing and Service Work in the New Economy by José-Luis Álvarez-Galván Pdf

This book examines the impact of outsourcing on workers and their employment conditions in the new economy. To do so, the call centre industry in Mexico City is analysed through a large number of in-depth interviews with workers and managers, available statistics and visits to leading firms in the sector. The case of call centres is paradigmatic as it is often seen as a flag-ship industry of the new economy, rapidly growing and subject to high pressures for costs reduction. The Mexican experience is crucially relevant to understand employment conditions in a weak institutional setting where labour protection is low and business competition intense. Overall, outsourcing has gained popularity as a mechanism to deal with the uncertainty of increasingly challenging business environments. Nonetheless, the practice of outsourcing also raises important concerns. This book identifies those managerial practices which have a substantial impact on workers and their employment conditions such as: job designs; customer segmentation; non-standard contracts; intensified supervision; union avoidance; limited career opportunities; and strict social divisions in the workplace. These findings also suggest that a number of practices that were common in the ‘old’ economy are still dominant in the organisation of work in the twenty-first century. The book is a useful reference for scholars and students concerned with employment and labour studies, economic development, and globalisation.

Author : Joshua Gooch
Publisher : Springer
Page : 233 pages
File Size : 53,5 Mb
Release : 2015-08-13
Category : Business & Economics
ISBN : 9781137525512

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The Victorian Novel, Service Work, and the Nineteenth-Century Economy by Joshua Gooch Pdf

This book offers a much-needed study of the Victorian novel's role in representing and shaping the service sector's emergence. Arguing that prior accounts of the novel's relation to the rise of finance have missed the emergence of a wider service sector, it traces the effects of service work's many forms and class positions in the Victorian novel.

Author : Eeva Jokinen,Helena Hirvonen,Laura Mankki,Timo Aho,Iiris Lehto
Publisher : Taylor & Francis
Page : 203 pages
File Size : 46,5 Mb
Release : 2023-09-25
Category : Social Science
ISBN : 9781000983883

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Gender and Welfare Service Work in Biocapitalism by Eeva Jokinen,Helena Hirvonen,Laura Mankki,Timo Aho,Iiris Lehto Pdf

This book explores how Lean – a global management doctrine – operates and is adopted in the real, corporeal, collective, and affective environments of health and social care services. During Lean implementation processes, knowledges, affects, skills, and materialities come together in manifold, complex ways. Based on ethnographic fieldwork, interviews, and observation, and with empirical and theoretical rigour, the book provides an answer to the question of what happens to care work when processes become ‘Leaned’. As in many other fields, the predominantly female health and social care sectors suffer from devaluation in terms of wages and working conditions. The book explores how Lean management is ultimately lived in this gendered context of work and labour. Moreover, the book situates Lean and related management doctrines in the current mutation of capitalism – that is, biocapitalism – in which bios, life itself, becomes the core of value production. The book adds to the corpus of work, organisation, and management studies on Lean that have rarely focused on gender, affect, or sociomateriality. It provides scholars in Social Science, Management, and Gender Studies with a fresh outlook and a cross-disciplinary take on Lean management.

Author : Michael Fabricant,Steve F. Burghardt,Irwin Epstein
Publisher : Routledge
Page : 248 pages
File Size : 44,7 Mb
Release : 2016-09-16
Category : Business & Economics
ISBN : 9781315289151

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The Welfare State Crisis and the Transformation of Social Service Work by Michael Fabricant,Steve F. Burghardt,Irwin Epstein Pdf

This book has emerged in response to social service workers' vivid descriptions of changes in the practice of their craft during the past 15 years and to the scanty literature that addressed their concerns. Few works have attempted to explore the interplay between the recent broader changes affecting the welfare state (fiscal crisis, cost containment, privatization, etc) and the restructuring of social service work. Yet, it is clear that the fiscal decisions of the 1980s profoundly affected both the context and content of social service practice. "The Welfare State Crisis and the Transformation of Social Service Work" explores how these larger forces have created significant changes for the line practitioner. The greater push for caseload volume in the face of resource scarcity is redefining service encounters in ways that are more likely to meet the fiscal needs of the agency rather than the service needs of clients and the professional concerns of the worker. In short, the fiscal crisis of the past two decades has placed the enterprise of social services at risk. After empirically documenting the seriousness of the risk, "The Welfare State Crisis and the Transformation of Social Service Work" concludes with an exploration of new social service practice strategies that have the potential to integrate the individual, organization, communal, and social changes necessary for effective service interventions.

Author : Jason E. Smith
Publisher : Reaktion Books
Page : 161 pages
File Size : 41,6 Mb
Release : 2020-12-09
Category : Social Science
ISBN : 9781789143171

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Smart Machines and Service Work by Jason E. Smith Pdf

In recent decades digital devices have reshaped daily life, while tech companies’ stock prices have thrust them to the forefront of the business world. In this rapid, global development, the promise of a new machine age has been accompanied by worries about accelerated joblessness thanks to new forms of automation. Jason E. Smith looks behind the techno-hype to lay out the realities of a period of economic slowdown and expanding debt: low growth rates and an increase of labor-intensive jobs at the bottom of the service sector. He shows how increasing inequality and poor working conditions have led to new forms of workers’ struggles. Ours is less an age of automation, Smith contends, than one in which stagnation is intertwined with class conflict.

Author : Lorraine Muller
Publisher : Routledge
Page : 178 pages
File Size : 43,8 Mb
Release : 2020-07-25
Category : Social Science
ISBN : 9781000248159

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A Theory for Indigenous Australian Health and Human Service Work by Lorraine Muller Pdf

Winner of the 2015 Educational Publishing Awards Australia - Scholarly Resource Most people of European background are not aware that they see the world through the lens of the Western tradition, but for Indigenous people, it can seem like a foreign language. Indigenous ways of thinking and working are grounded in many thousands of years of oral tradition, and continue among Australian Aboriginal and Torres Strait Island people today. Lorraine Muller shows that understanding traditional holistic approaches to social and emotional wellbeing is essential for practitioners working with Indigenous clients across the human services. She explores core principles of traditional Indigenous knowledge in Australia, including relatedness, Country, circular learning, stories, and spirituality. She then shows how these principles represent a theory for Indigenous practice. A Theory for Indigenous Australian Health and Human Service Work offers a deep insight into Indigenous Australian ways of working with people, in the context of a decolonisation framework. It is an invaluable resource for both Indigenous and non-Indigenous practitioners and researchers in health, social work, community work, education and related fields. 'In today's global environment, where Indigenous Peoples continue to fight for self-determination, Muller's work is an exemplary model of Indigenous self- determination. It is bound to be a foundational model of Indigenous practice in field of health and well-being.' - Michael Hart, Canada Research Chair in Indigenous Knowledges and Social Work, University of Manitoba 'Lorraine Muller's work covers some centrally important issues for those that work with Aboriginal and Torres Strait Islander people, and who want to understand indigenous knowledge frameworks.' - Dr Mark Wenitong, Apunipima Cape York Health Council

Author : Louise Downe
Publisher : BIS Publishers
Page : 0 pages
File Size : 41,8 Mb
Release : 2020-03-03
Category : Business & Economics
ISBN : 9063695438

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Good Services by Louise Downe Pdf

Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.

Author : Maryln McAdam,Ed McDermott
Publisher : DIANE Publishing
Page : 80 pages
File Size : 46,6 Mb
Release : 1999-09
Category : Electronic
ISBN : 9780788179921

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Expanding Federal Work-Study and Community Service Opportunities by Maryln McAdam,Ed McDermott Pdf

A resource guide for post-secondary educational institutions on the increased use of the Federal Work-Study Program and community service opportunities. The program promotes access to college by helping students finance postsecondary education costs while offering these same students the opportunity to pursue community service. Addresses the benefits to the campus from community service programs and what the law requires of educational institutions. Provides easy how-to instructions to meet those mandates, a resource section with examples of exemplary programs, and a list of resources.

Author : Lesley Chenoweth,Donna McAuliffe
Publisher : Cengage AU
Page : 360 pages
File Size : 48,7 Mb
Release : 2017-09-11
Category : Social Science
ISBN : 9780170380072

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The Road to Social Work and Human Service Practice with Online Study Too Ls 12 Months by Lesley Chenoweth,Donna McAuliffe Pdf

This is a value pack comprising Chenoweth's The Road to Social Work and Human Service Practice, 5e print book + Search Me! Social Work, 2-term Instant Access. The Road to Social Work and Human Service Practice provides a comprehensive introduction to all aspects of practice in the professions of social work and the human services. It lays out the journey and expertly signposts the key areas of knowledge, skills, values, ethics, practice contexts and contemporary debates. Client and practitioner perspectives offer reflections on real-life social work and human services interventions, while new case studies show how theory can be applied to practice. Fully updated and revised, this text is an invaluable tool for students as they start their careers in the social work and human services sector. Search Me! is an online research library customised to your subject, that puts the information you need right at your fingertips. Content is updated daily from hundreds of scholarly and popular journals, eBooks and newspapers. Plus, 24-hour access means you won't be limited by library opening times!

Author : Donna McAuliffe,Jennifer Boddy,Lesley Chenoweth
Publisher : Cengage AU
Page : 47 pages
File Size : 41,6 Mb
Release : 2023-10-01
Category : Social Science
ISBN : 9780170470940

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The Road to Social Work and Human Service Practice by Donna McAuliffe,Jennifer Boddy,Lesley Chenoweth Pdf

The Road to Social Work and Human Service Practice provides a comprehensive introduction to all aspects of practice in both social work and the human services. It lays out the journey and expertly signposts the key areas of knowledge, skills, values, ethics, practice contexts and contemporary debates. Client and practitioner perspectives offer reflections on real-life social work and human services interventions, while case studies show how theory can be applied to practice. This market-leading, reader-friendly text is an invaluable tool for students as they start their careers in the social work and human services sector. Instructor resources include instructor's guide, PowerPoints, additional case studies, Test Bank and NEW author videos. Premium online teaching and learning tools are available on the MindTap platform. Learn more about the online tools cengage.com.au/mindtap

Author : Ben Reason,Lavrans Løvlie,Melvin Brand Flu
Publisher : John Wiley & Sons
Page : 214 pages
File Size : 49,7 Mb
Release : 2015-12-14
Category : Business & Economics
ISBN : 9781118988923

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Service Design for Business by Ben Reason,Lavrans Løvlie,Melvin Brand Flu Pdf

A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

Author : United States. National Labor Relations Board
Publisher : Unknown
Page : 1502 pages
File Size : 51,9 Mb
Release : 1998
Category : Labor laws and legislation
ISBN : OSU:32437011533136

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Decisions and Orders of the National Labor Relations Board by United States. National Labor Relations Board Pdf