Service Work

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Smart Machines and Service Work

Author : Jason E. Smith
Publisher : Reaktion Books
ISBN 13 : 1789143179
Total Pages : 161 pages
Book Rating : 4.7/5 (891 download)

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Book Synopsis Smart Machines and Service Work by : Jason E. Smith

Download or read book Smart Machines and Service Work written by Jason E. Smith and published by Reaktion Books. This book was released on 2020-12-09 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Service Work

Author : Cameron MacDonald
Publisher : Routledge
ISBN 13 : 1135926611
Total Pages : 214 pages
Book Rating : 4.1/5 (359 download)

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Book Synopsis Service Work by : Cameron MacDonald

Download or read book Service Work written by Cameron MacDonald and published by Routledge. This book was released on 2008-08-20 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the only book available that brings together major scholars to apply different theoretical perspectives to explore the nature of service work.

Finding Calcutta

Author : Mary Poplin
Publisher : InterVarsity Press
ISBN 13 : 0830868488
Total Pages : 226 pages
Book Rating : 4.8/5 (38 download)

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Book Synopsis Finding Calcutta by : Mary Poplin

Download or read book Finding Calcutta written by Mary Poplin and published by InterVarsity Press. This book was released on 2011-01-28 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mary Poplin's chronicle of her volunteer work with the Missionaries of Charity in Calcutta provides an inside glimpse into Mother Teresa's life of service to the poor. Transformed by the experience, Poplin discovered how all of us can find our own places of meaningful work and service.

Secular Work Is Full Time Service

Author : Larry Peabody
Publisher :
ISBN 13 : 9780875084480
Total Pages : 142 pages
Book Rating : 4.0/5 (844 download)

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Book Synopsis Secular Work Is Full Time Service by : Larry Peabody

Download or read book Secular Work Is Full Time Service written by Larry Peabody and published by . This book was released on 1980-01-01 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Good Services

Author : Louise Downe
Publisher : BIS Publishers
ISBN 13 : 9789063695439
Total Pages : 0 pages
Book Rating : 4.6/5 (954 download)

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Book Synopsis Good Services by : Louise Downe

Download or read book Good Services written by Louise Downe and published by BIS Publishers. This book was released on 2020-03-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

American Diplomats

Author : William D. Morgan
Publisher : iUniverse
ISBN 13 : 0595329748
Total Pages : 322 pages
Book Rating : 4.5/5 (953 download)

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Book Synopsis American Diplomats by : William D. Morgan

Download or read book American Diplomats written by William D. Morgan and published by iUniverse. This book was released on 2004 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: What do the men and women of America's diplomatic corps do? William D. Morgan and Charles Stuart Kennedy, themselves career diplomats, culled over 1400 oral interviews with their Foreign Service peers to present forty excerpts covering events from the 1920s to the 1990s. Insiders recount what happens when a consul spies on Nazi Germany, Mao Tse-Tung drops by for a chat, the Cold War begins with the Berlin blockade, the Marshall Plan rescues Europe, Sukarno moves Indonesia into the communist camp, Khrushchev calls President Kennedy an SOB, and our ambassador is murdered in Kabul. "You are there" accounts deepen readers' understanding, as diplomatic and consular officers talk about the beginnings of Kremlinology, predicting a coup in Ecuador, Hemingway and the embassy in Havana, the secret formulation of the NATO treaty, Jerusalem after the British and the US recognition of Israel, fighting in the Congo over Katangan secession, dealing with an alcoholic foreign president, human rights work in Paraguay, the U.S. Embassy takeover in Tehran, the bombing of the U.S. Embassy in Beirut, helping families of the Pan Am 103 victims, Greece and Turkey at odds over a tiny island, embassy roles in Riyadh and Tel Aviv during Desert Storm, and many more.

Fast Food, Fast Talk

Author : Robin Leidner
Publisher : Univ of California Press
ISBN 13 : 0520085000
Total Pages : 288 pages
Book Rating : 4.5/5 (2 download)

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Book Synopsis Fast Food, Fast Talk by : Robin Leidner

Download or read book Fast Food, Fast Talk written by Robin Leidner and published by Univ of California Press. This book was released on 1993-08-04 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Attending Hamburger University, Robin Leidner observes how McDonald's trains the managers of its fast-food restaurants to standardize every aspect of service and product. Learning how to sell life insurance at a large midwestern firm, she is coached on exactly what to say, how to stand, when to make eye contact, and how to build up Positive Mental Attitude by chanting "I feel happy! I feel terrific!" Leidner's fascinating report from the frontlines of two major American corporations uncovers the methods and consequences of regulating workers' language, looks, attitudes, ideas, and demeanor. Her study reveals the complex and often unexpected results that come with the routinization of service work. Some McDonald's workers resent the constraints of prescribed uniforms and rigid scripts, while others appreciate how routines simplify their jobs and give them psychological protection against unpleasant customers. Combined Insurance goes further than McDonald's in attempting to standardize the workers' very selves, instilling in them adroit maneuvers to overcome customer resistance. The routinization of service work has both poignant and preposterous consequences. It tends to undermine shared understandings about individuality and social obligations, sharpening the tension between the belief in personal autonomy and the domination of a powerful corporate culture. Richly anecdotal and accessibly written, Leidner's book charts new territory in the sociology of work. With service sector work becoming increasingly important in American business, her timely study is particularly welcome.

Making IT Work

Author : Jeffrey R. Yost
Publisher : MIT Press
ISBN 13 : 026203672X
Total Pages : 371 pages
Book Rating : 4.2/5 (62 download)

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Book Synopsis Making IT Work by : Jeffrey R. Yost

Download or read book Making IT Work written by Jeffrey R. Yost and published by MIT Press. This book was released on 2017-10-06 with total page 371 pages. Available in PDF, EPUB and Kindle. Book excerpt: The evolution of the multi-billion-dollar computer services industry, from consulting and programming to data analytics and cloud computing, with case studies of important companies. The computer services industry has worldwide annual revenues of nearly a trillion dollars and employs millions of workers, but is often overshadowed by the hardware and software products industries. In this book, Jeffrey Yost shows how computer services, from consulting and programming to data analytics and cloud computing, have played a crucial role in shaping information technology—in making IT work. Tracing the evolution of the computer services industry from the 1950s to the present, Yost provides case studies of important companies (including IBM, Hewlett Packard, Andersen/Accenture, EDS, Infosys, and others) and profiles of such influential leaders as John Diebold, Ross Perot, and Virginia Rometty. He offers a fundamental reinterpretation of IBM as a supplier of computer services rather than just a producer of hardware, exploring how IBM bundled services with hardware for many years before becoming service-centered in the 1990s. Yost describes the emergence of companies that offered consulting services, data processing, programming, and systems integration. He examines the development of industry-defining trade associations; facilities management and the firm that invented it, Ross Perot's EDS; time sharing, a precursor of the cloud; IBM's early computer services; and independent contractor brokerages. Finally, he explores developments since the 1980s: the transformations of IBM and Hewlett Packard; the offshoring of enterprises and labor; major Indian IT service providers and the changing geographical deployment of U.S.-based companies; and the paradigm-changing phenomenon of cloud service.

Service Automation

Author : Leslie Willcocks
Publisher :
ISBN 13 : 9780956414564
Total Pages : 303 pages
Book Rating : 4.4/5 (145 download)

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Book Synopsis Service Automation by : Leslie Willcocks

Download or read book Service Automation written by Leslie Willcocks and published by . This book was released on 2016-02 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: The hype and fear, globally, that surrounds service automation, robots and the future of work need to be punctured by in-depth research. This book, by Professors Leslie Willcocks and Mary Lacity, captures a year's worth of learning about service automation based on a survey, in-depth client case studies, and interviews with service automation clients, providers, and advisors. The authors cleverly embed today's empirical lessons into the broader history and context of automation, as a vital key in understanding the fast-rising phenomenon of service automation. The authors give a balanced, informed and compelling view on gaining the many benefits, as well as managing the downsides, of present and future technologies. The book has a number of key selling points: The authors are globally recognised for outstanding, world-class research; the book describes types of automation and gives evidence for multiple business benefits; in-depth case studies are included - from clients, providers and advisors of service automation; 25 key lessons are given, on how to deploy service automation in the workplace and there is a focus on the future of work, including robotic process automation, with valuable predictions and critique.

Service Design for Business

Author : Ben Reason
Publisher : John Wiley & Sons
ISBN 13 : 1118988922
Total Pages : 214 pages
Book Rating : 4.1/5 (189 download)

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Book Synopsis Service Design for Business by : Ben Reason

Download or read book Service Design for Business written by Ben Reason and published by John Wiley & Sons. This book was released on 2015-12-14 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Inside a U.S. Embassy

Author : Shawn Dorman
Publisher : Potomac Books, Inc.
ISBN 13 : 1612344674
Total Pages : 284 pages
Book Rating : 4.6/5 (123 download)

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Book Synopsis Inside a U.S. Embassy by : Shawn Dorman

Download or read book Inside a U.S. Embassy written by Shawn Dorman and published by Potomac Books, Inc.. This book was released on 2011 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inside a U.S. Embassy is widely recognized as the essential guide to the Foreign Service. This all-new third edition takes readers to more than fifty U.S. missions around the world, introducing Foreign Service professionals and providing detailed descriptions of their jobs and firsthand accounts of diplomacy in action. In addition to profiles of diplomats and specialists around the world-from the ambassador to the consular officer, the public diplomacy officer to the security specialist-is a selection from more than twenty countries of day-in-the-life accounts, each describing an actual day on.

The Welfare State Crisis and the Transformation of Social Service Work

Author : Michael Fabricant
Publisher : Routledge
ISBN 13 : 1315289156
Total Pages : 248 pages
Book Rating : 4.3/5 (152 download)

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Book Synopsis The Welfare State Crisis and the Transformation of Social Service Work by : Michael Fabricant

Download or read book The Welfare State Crisis and the Transformation of Social Service Work written by Michael Fabricant and published by Routledge. This book was released on 2016-09-16 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Re-organising Service Work: Call Centres in Germany and Britain

Author : Karen A. Shire
Publisher : Routledge
ISBN 13 : 1351765183
Total Pages : 244 pages
Book Rating : 4.3/5 (517 download)

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Book Synopsis Re-organising Service Work: Call Centres in Germany and Britain by : Karen A. Shire

Download or read book Re-organising Service Work: Call Centres in Germany and Britain written by Karen A. Shire and published by Routledge. This book was released on 2017-09-29 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Outsourcing and Service Work in the New Economy

Author : José-Luis Álvarez-Galván
Publisher : Cambridge Scholars Publishing
ISBN 13 : 1443838179
Total Pages : 225 pages
Book Rating : 4.4/5 (438 download)

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Book Synopsis Outsourcing and Service Work in the New Economy by : José-Luis Álvarez-Galván

Download or read book Outsourcing and Service Work in the New Economy written by José-Luis Álvarez-Galván and published by Cambridge Scholars Publishing. This book was released on 2012-03-15 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Markets and Bodies

Author : Eileen M. Otis
Publisher : Stanford University Press
ISBN 13 : 0804778353
Total Pages : 229 pages
Book Rating : 4.8/5 (47 download)

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Book Synopsis Markets and Bodies by : Eileen M. Otis

Download or read book Markets and Bodies written by Eileen M. Otis and published by Stanford University Press. This book was released on 2011-12-07 with total page 229 pages. Available in PDF, EPUB and Kindle. Book excerpt: Insulated from the dust, noise, and crowds churning outside, China's luxury hotels are staging areas for the new economic and political landscape of the country. These hotels, along with other emerging service businesses, offer an important, new source of employment for millions of workers, but also bring to light levels of inequality that surpass most developed nations. Examining how gender enables the globalization of markets and how emerging forms of service labor are changing women's social status in China, Markets and Bodies reveals the forms of social inequality produced by shifts in the economy. No longer working for the common good as defined by the socialist state, service workers are catering to the individual desires of consumers. This economic transition ultimately affords a unique opportunity to investigate the possibilities and current limits for better working conditions for the young women who are enabling the development of capitalism in China.

The Victorian Novel, Service Work, and the Nineteenth-Century Economy

Author : Joshua Gooch
Publisher : Springer
ISBN 13 : 1137525517
Total Pages : 233 pages
Book Rating : 4.1/5 (375 download)

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Book Synopsis The Victorian Novel, Service Work, and the Nineteenth-Century Economy by : Joshua Gooch

Download or read book The Victorian Novel, Service Work, and the Nineteenth-Century Economy written by Joshua Gooch and published by Springer. This book was released on 2015-08-13 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Gender and Welfare Service Work in Biocapitalism

Author : Eeva Jokinen
Publisher : Taylor & Francis
ISBN 13 : 1000983889
Total Pages : 203 pages
Book Rating : 4.0/5 (9 download)

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Book Synopsis Gender and Welfare Service Work in Biocapitalism by : Eeva Jokinen

Download or read book Gender and Welfare Service Work in Biocapitalism written by Eeva Jokinen and published by Taylor & Francis. This book was released on 2023-09-25 with total page 203 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.