Services innovation and the transformation of work: the case of UK telecommunications.

Miozzo, Marcela and Ramirez, Matias (2003) Services innovation and the transformation of work: the case of UK telecommunications. New Technology, Work and Employment, 18 (1). pp. 62-79. ISSN 0268-1072

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Abstract

The paper establishes that generalizations for manufacturing do not necessarily carry over into network-based services. It relates work practices to competencies, showing that for the case o BT, change has ranged from deskilling in call-centre operations to upskilling in R&D departments, so that no simple overall pattern emerges. Dr Ramirez did all of the case study, the literature survey, etc., based on the research for his own PhD.

Item Type: Article
Schools and Departments: School of Business, Management and Economics > SPRU - Science Policy Research Unit
Depositing User: Matias Ramirez
Date Deposited: 06 Feb 2012 20:01
Last Modified: 08 Oct 2012 11:07
URI: http://sro.sussex.ac.uk/id/eprint/23586
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