Innovation, network services and the restructuring of work organisation in customer services

Ramirez, Matias (2004) Innovation, network services and the restructuring of work organisation in customer services. Service Industries Journal, 24 (1). pp. 99-115. ISSN 0264-2069

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Abstract

The information and communication technology revolution has had important qualitative effects on the manner in which the output of new products and services is managed. This is in part associated with leveraging the knowledge of a broader group of employees. Through a case study of customer services in a major telecommunications firm, it is shown that integrating broader groups of employees into the innovation process can be vital. However a case is made that transforming work-related institutions in the firm has proved a challenging process, particularly when management are required to broaden the powers of decision making granted to employees, allowing greater discretion at the workplace and changing the manner in which work tasks are enforced.

Item Type: Article
Schools and Departments: School of Business, Management and Economics > SPRU - Science Policy Research Unit
Subjects: H Social Sciences > H Social Sciences (General)
Depositing User: Matias Ramirez
Date Deposited: 06 Feb 2012 19:31
Last Modified: 08 Oct 2012 11:06
URI: http://sro.sussex.ac.uk/id/eprint/21078
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