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date: 25 October 2020

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.

Keywords: service workers, job growth, job quality, management strategies, decent service work

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