Technology, work organisation and job quality in the service sector: an introduction
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...
| Main Authors: | , , , |
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| Format: | Journal Article |
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Routledge
2014
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| Online Access: | http://hdl.handle.net/20.500.11937/41324 |
| _version_ | 1848756113258840064 |
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| author | Connell, Julia Gough, R. McDonnell, A. Burgess, John |
| author_facet | Connell, Julia Gough, R. McDonnell, A. Burgess, John |
| author_sort | Connell, Julia |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T09:07:02Z |
| format | Journal Article |
| id | curtin-20.500.11937-41324 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T09:07:02Z |
| publishDate | 2014 |
| publisher | Routledge |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-413242017-09-13T15:58:10Z Technology, work organisation and job quality in the service sector: an introduction Connell, Julia Gough, R. McDonnell, A. Burgess, John work organisation technology service sector job quality 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. 2014 Journal Article http://hdl.handle.net/20.500.11937/41324 10.1080/10301763.2013.877117 Routledge fulltext |
| spellingShingle | work organisation technology service sector job quality Connell, Julia Gough, R. McDonnell, A. Burgess, John Technology, work organisation and job quality in the service sector: an introduction |
| title | Technology, work organisation and job quality in the service sector: an introduction |
| title_full | Technology, work organisation and job quality in the service sector: an introduction |
| title_fullStr | Technology, work organisation and job quality in the service sector: an introduction |
| title_full_unstemmed | Technology, work organisation and job quality in the service sector: an introduction |
| title_short | Technology, work organisation and job quality in the service sector: an introduction |
| title_sort | technology, work organisation and job quality in the service sector: an introduction |
| topic | work organisation technology service sector job quality |
| url | http://hdl.handle.net/20.500.11937/41324 |