- List of Figures
- List of Tables
- List of Contributors
- Texts and Times Mapping the Changing Study of Work and Organizations
- Labor Markets and Flexibility
- Organizations and the Intersection of Work and Family: A Comparative Perspective
- Gender, Race, and the Restructuring of Work: Organizational and Institutional Perspectives
- Skill Formation Systems
- Technology and the Transformation of Work
- Groups, Teams, and the Division of Labor: Interdisciplinary Perspectives on the Organization of Work
- Introduction: Unmanageable Capitalism?
- The Diffusion and Domestication of Managerial Innovations: The Spread of Scientific Management, Quality Circles, and TQM between the United States and Japan
- Managers, Markets, and Ideologies: Design and Devotion Revisited
- Human Resource Management
- Knowledge Management
- Industrial Relations and Work
- Labor Movements and Mobilization
- Resistance, Misbehavior, and Dissent
- Manual Workers: Conflict and Control
- Service Workers in Search of Decent Work
- What we know (And Mostly Don't Know) about Technical Work
- The Changing Nature of Professional Organizations
- Ports and Ladders: The Nature and Relevance of Internal Labor Markets in a Changing World
- Introduction: The Reorganised Economy
- Organizations and Organized Systems: From Direct Control to Flexibility
- Interfirm Relations as Networks
- Changes in the Organization of Public Services and their Effects on Employment Relations
- Understanding Multinational Corporations
- Corporate Restructuring
- Beyond Convergence and Divergence: Explaining Variations in Organizational Practices and Forms
Abstract and Keywords
Service workers represent a large and growing proportion of the workforce. They come a close second (17.9%) in size to professionals and related (paraprofessional and technical) workers (18.4%). Job growth is one element of decent work; the other element is job quality, i.e. extrinsically and intrinsically rewarding work. From this perspective, the future is less promising. This article focuses on the way management organizes service work, including a brief overview of management strategies and tactics, and their implications for service workers. It also examines workers' experience of work, including strategies used to defend and promote workers' interests. The concluding section of this article points to feasible strategies aimed at promoting the growth of decent service work, thereby contributing to a more humane and egalitarian society.
Stephen J. Frenkel is Professor of Organisation and Employment Relations at the Australian School of Business, University of New South Wales, Australia.
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