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

journal contribution
posted on 2023-06-07, 23:14 authored by Matias RamirezMatias Ramirez
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.

History

Publication status

  • Published

Journal

Service Industries Journal

ISSN

0264-2069

Publisher

Taylor & Francis

Issue

1

Volume

24

Page range

99-115

Department affiliated with

  • SPRU - Science Policy Research Unit Publications

Full text available

  • No

Peer reviewed?

  • Yes

Legacy Posted Date

2012-02-06

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