The shift from manufacturing- to service-based economies has often been accompanied by the expansion of low-wage and insecure employment. Many consider the effects of this shift inevitable. ...InDisintegrating Democracy at Work, Virginia Doellgast contends that high pay and good working conditions are possible even for marginal service jobs. This outcome, however, depends on strong unions and encompassing collective bargaining institutions, which are necessary to give workers a voice in the decisions that affect the design of their jobs and the distribution of productivity gains.
Doellgast's conclusions are based on a comparative study of the changes that occurred in the organization of call center jobs in the United States and Germany following the liberalization of telecommunications markets. Based on survey data and interviews with workers, managers, and union representatives, she found that German managers more often took the "high road" than those in the United States, investing in skills and giving employees more control over their work. Doellgast traces the difference to stronger institutional supports for workplace democracy in Germany. However, these democratic structures were increasingly precarious, as managers in both countries used outsourcing strategies to move jobs to workplaces with lower pay and weaker or no union representation. Doellgast's comparative findings show the importance of policy choices in closing off these escape routes, promoting broad access to good jobs in expanding service industries.
Abstract
American policymakers have long focused on work as a key means to improve economic wellbeing. Yet, work has become increasingly precarious and polarized. This precarity is manifest in low ...wages but also in unstable and unpredictable work schedules that often vary significantly week to week with little advance notice. We draw on new survey data from The Shift Project on 37,263 hourly retail and food service workers in the United States. We assess the association between routine unpredictability in work schedules and household material hardship. Using both cross-sectional models and panel models, we find that workers who receive shorter advanced notice, those who work on-call, those who experience last minute shift cancellation and timing changes, and those with more volatile work hours are more likely to experience hunger, residential, medical, and utility hardships as well as more overall hardship. Just-in-time work schedules afford employers a great deal of flexibility but at a heavy cost to workers’ economic security.
The managed heart Hochschild, Arlie Russell
2012., 20120227, 2012, 2012-03-31
eBook
In private life, we try to induce or suppress love, envy, and anger through deep acting or "emotion work," just as we manage our outer expressions of feeling through surface acting. In trying to ...bridge a gap between what we feel and what we "ought" to feel, we take guidance from "feeling rules" about what is owing to others in a given situation. Based on our private mutual understandings of feeling rules, we make a "gift exchange" of acts of emotion management. We bow to each other not simply from the waist, but from the heart. But what occurs when emotion work, feeling rules, and the gift of exchange are introduced into the public world of work? In search of the answer, Arlie Russell Hochschild closely examines two groups of public-contact workers: flight attendants and bill collectors. The flight attendant's job is to deliver a service and create further demand for it, to enhance the status of the customer and be "nicer than natural." The bill collector's job is to collect on the service, and if necessary, to deflate the status of the customer by being "nastier than natural." Between these extremes, roughly one-third of American men and one-half of American women hold jobs that call for substantial emotional labor. In many of these jobs, they are trained to accept feeling rules and techniques of emotion management that serve the company's commercial purpose. Just as we have seldom recognized or understood emotional labor, we have not appreciated its cost to those who do it for a living. Like a physical laborer who becomes estranged from what he or she makes, an emotional laborer, such as a flight attendant, can become estranged not only from her own expressions of feeling (her smile is not "her" smile), but also from what she actually feels (her managed friendliness). This estrangement, though a valuable defense against stress, is also an important occupational hazard, because it is through our feelings that we are connected with those around us. On the basis of this book, Hochschild was featured in Key Sociological Thinkers, edited by Rob Stones. This book was also the winner of the Charles Cooley Award in 1983, awarded by the American Sociological Association and received an honorable mention for the C. Wright Mills Award.
Making Care Count Duffy, Mignon
2011, 20110217, 2011-02-17, 20110101
eBook
There are fundamental tasks common to every society: children have to be raised, homes need to be cleaned, meals need to be prepared, and people who are elderly, ill, or disabled need care. Day in, ...day out, these responsibilities can involve both monotonous drudgery and untold rewards for those performing them, whether they are family members, friends, or paid workers. These are jobs that cannot be outsourced, because they involve the most intimate spaces of our everyday lives--our homes, our bodies, and our families.
Mignon Duffy uses a historical and comparative approach to examine and critique the entire twentieth-century history of paid care work--including health care, education and child care, and social services--drawing on an in-depth analysis of U.S. Census data as well as a range of occupational histories. Making Care Count focuses on change and continuity in the social organization along with cultural construction of the labor of care and its relationship to gender, racial-ethnic, and class inequalities. Debunking popular understandings of how we came to be in a "care crisis," this book stands apart as an historical quantitative study in a literature crowded with contemporary, qualitative studies, proposing well-developed policy approaches that grow out of the theoretical and empirical arguments.
The rise to prominence of the service sector - heralded over half a century ago as the great hope for the twenty-first century - has come to fruition. In many cases, employment in the service sector ...now outnumbers that in manufacturing sectors, and it is accepted that in all developed countries, the service sector is the only one in which employment will grow in future. The reasons for this is the subject of much controversy and debate, the outcomes of which are not merely of academic interest but of decisive importance for economic policy and the quality of working and living conditions in future.
In order to examine these various arguments, research teams from eight European countries worked together for three years on a comparative study of the evolution of service sector employment in EU member states. They also investigated working and employment conditions in five very different service industries (banking, retailing, hospitals, IT services and care of the elderly) in a number of countries, and the results of their research are presented in this informative new collection, of interest to students academics and researchers involved in all aspects of industrial economics.
"Working in the Service Sector provides a valuable overview of the European Service Sector, brings together a considerable range of perspectives, and sets an impressive benchmark for comparative studies of work and organizations in terms of depth, focus, and theoretical outlook" Industrial Relations Review
Gerhard Bosch is Professor for sociology at the university Duisburg-Essen and Vice President of the Institute for Work and Technology. He is an expert on labour market policy, working time and employment policy.
Steffen Lehndorff is an economist and Director of the Working Time and Work Organisation Research Unit at the Institute of Work and Technology (Institut Arbeit und Technik, IAT), Gelsenkirchen / Germany. His major research interests include international comparative studies of employment and working-time structures and regulation and of working time, work organisation and industrial relations in services and manufacturing.
List of Figures List of Tables Acknowledgments 1. Introduction: Service Economies Part I: Different Service Societies in Europe 2. Measuring Economic Tertiarisation 3. The Incidence of New Forms of Employment in Service Activities 4. Why Do Countries Have Such Different Service-Sector Employment Rates? 5. Services and the Employment Prospects for Women Part 2: The Organization of Service Work 6. The Family, The State, and Now The Market 7. The Reluctant Nurses 8. Work Hard, Play Hard? 9. Work Organisation and The Importance of Labour Markets in The European Retail Trade 10. Lean Banking Part 3: Common Challenges 11. The Shaping of Work and Working Time in The Service Sector 12. The Delegation of Uncertainty 13. Can Trade Unions Meet The Challenge? 14. Diversity and Regulation of Markets for Services
Purple Power Aguiar, Luís Lm; McCartin, Joseph A; Eaton, Adrienne E ...
2023, 2023-01-01
eBook
Chartered in 1921, the Service Employees International Union (SEIU) is a worldwide organization that represents more than two million workers in occupations from healthcare and government service to ...custodians and taxi drivers. Women form more than half the membership while people in minority groups make up approximately forty percent.
Luís LM Aguiar and Joseph A. McCartin edit essays on one of contemporary labor’s bedrock organizations. The contributors explore key episodes, themes, and features in the union’s recent history and evaluate SEIU as a union with global aspirations and impact. The first section traces the SEIU’s growth in the last and current centuries. The second section offers in-depth studies of key campaigns in the United States, including the Justice for Janitors and Fight for $15 movements. The third section focuses on the SEIU’s work representing low-wage workers in Canada, Australia, Europe, and Brazil. An interview with Justice for Janitors architect Stephen Lerner rounds out the volume.
Contributors: Luís LM Aguiar, Adrienne E. Eaton, Janice Fine, Euan Gibb, Laurence Hamel-Roy, Tashlin Lakhani, Joseph A. McCartin, Yanick Noiseux, Benjamin L. Peterson, Allison Porter, Alyssa May Kuchinski, Maite Tapia, Veronica Terriquez, and Kyoung-Hee Yu
Background Volatile organic compounds such as gasoline and other fuels are associated with a wide variety of deleterious health effects including liver and kidney diseases. Gasoline station workers ...are exposed to a mixture of hydrocarbons during dispensing. However, no published studies investigated the liver and renal function tests of gasoline station workers in Ethiopia. Therefore the aim of this study was to assess liver and renal function tests among gasoline station workers. Method A comparative cross sectional study was conduct from January 2018 to April 2018 at Mekelle city, Tigray region, Northern Ethiopia. Liver and renal function tests were analyzed on gasoline exposed (n = 43) and controls (n = 47) by Pentra C400 automated clinical chemistry analyzer. Student independent t-test and one way-ANOVA statistical methods were employed using SPSS Ver23. P-value 0.05 was regarded as statistically significant. Result The mean level of ALT, AST, Urea, creatinine, and uric acid was significantly higher among gasoline stations workers when compared to control study participants. There was also a significant increase in ALT, AST, Urea, creatinine and uric acid among gasoline stations with above 6 years exposure when compared with those exposed for less than or equal to2 and3-6years. Conclusion These findings suggest that increasing liver and renal parameters may be associated with exposure to gasoline and it is dependent on time of exposure to gasoline.
Transnational customer service workers are an emerging touchstone of globalization given their location at the intersecting borders of identity, class, nation, and production. Unlike outsourced ...manufacturing jobs, call center work requires voice-to-voice conversation with distant customers; part of the product being exchanged in these interactions is a responsive, caring, connected self. InPhone Clones, Kiran Mirchandani explores the experiences of the men and women who work in Indian call centers through one hundred interviews with workers in Bangalore, Delhi, and Pune.
As capital crosses national borders, colonial histories and racial hierarchies become inextricably intertwined. As a result, call center workers in India need to imagine themselves in the eyes of their Western clients-to represent themselves both as foreign workers who do not threaten Western jobs and as being "just like" their customers in the West. In order to become these imagined ideal workers, they must be believable and authentic in their emulation of this ideal. In conversation with Western clients, Indian customer service agents proclaim their legitimacy, an effort Mirchandani calls "authenticity work," which involves establishing familiarity in light of expectations of difference. In their daily interactions with customers, managers and trainers, Indian call center workers reflect and reenact a complex interplay of colonial histories, gender practices, class relations, and national interests.
This study examines how work motivation, specifically intrinsic motivation, identified motivation, introjected motivation, and external motivation, influences service employees’ job performance. The ...explicit purpose of this study was to reveal the mechanism through which work motivation affects the job performance of service employees. Working with a sample of 281 hotel employees in South Korea, structural equation modeling was employed to test research hypotheses that the four types of work motivation influence service employees’ job performance by incorporating the mediating variables of service employees’ job creativity and customer orientation. The results of this research suggest that intrinsic motivation and identified motivation are positively related to service employees’ job creativity, while external motivation is negatively related to service employees’ job creativity; service employees’ job creativity is positively related to customer orientation; customer orientation is positively related to job performance. Furthermore, the relationship between intrinsic motivation/identified motivation and job performance are sequentially and fully mediated by service employees’ job creativity and customer orientation. This study attempts to develop an understanding of the underlying mechanism through which work motivation affects service employees’ job performance through job creativity and customer orientation.
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