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Putting the process back in: rethinking service sector skill

Author

Listed:
  • Ian Hampson

    (University of New South Wales, I.Hampson@unsw.edu.au)

  • Anne Junor

    (University of New South Wales, a.junor@unsw.edu.au)

Abstract

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 on occupational qualifications and capacity for labour market closure, on knowledge worker/ knowledgeable emotion worker dichotomies, and on the conceptual conflation of labour process deskilling, unskilled jobs and unskilled workers. The theoretical and empirical basis for a new framework identifying hitherto under-specified ‘work process skills’ is outlined. This framework allows recognition of the integrated use of awareness-shaping, relationship-shaping and coordination skills, at different levels of experience-based complexity, derived from reflexive learning and collective problem-solving in the workplace. Political struggles over the use of combinations and levels of these ‘skills of experience’ may result either in jobs designed to reduce autonomy, or in improved skill recognition and development, enhancing equity and career paths.

Suggested Citation

  • Ian Hampson & Anne Junor, 2010. "Putting the process back in: rethinking service sector skill," Work, Employment & Society, British Sociological Association, vol. 24(3), pages 526-545, September.
    • Handle: RePEc:sae:woemps:v:24:y:2010:i:3:p:526-545
    DOI: 10.1177/0950017010371664
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    References listed on IDEAS

    as
    1. Brown, Phillip & Green, Andy & Lauder, Hugh, 2001. "High Skills: Globalization, Competitiveness, and Skill Formation," OUP Catalogue, Oxford University Press, number 9780199244201, Decembrie.
    2. John Seely Brown & Paul Duguid, 1991. "Organizational Learning and Communities-of-Practice: Toward a Unified View of Working, Learning, and Innovation," Organization Science, INFORMS, vol. 2(1), pages 40-57, February.
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    Cited by:

    1. Marta Yáñez San-José, 2014. "Personal and team features in engineering services: a systematic review," Journal of Socioeconomic Engineering, Instituto Universitario de Análisis Económico y Social, issue 1, pages 33-36, June.
    2. repec:uae:soceng:y:2014:i:1:p:35-38 is not listed on IDEAS

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