Article : texte imprimé

Putting the process back in : rethinking service sector skill

Ian Hampson ; Anne Junor |

Dans Work, employment and society (vol. 24, n° 3, September 2010)

Service skill definitions have been over-extended, by equating compliance with skill, and underdeveloped, by not recognising service jobs’ invisible social and organisational aspects. Existing approaches to determining service skill levels draw [...]

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Article : texte imprimé

Invisible work, invisible skills : interactive customer service as articulation work.

Ian Hampson ; Anne Junor |

Dans New Technology, Work and Employment (vol. 20 - n° 2, july 2005)

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