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Putting the process back in: rethinking service sector skill

https://doi.org/10.1177/0950017010371664
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1007/978-0-230-21189-6_7openalex-snapshot
What is ‘Skill’? Training for Discipline in the Low-Wage Labour Market
inferredcites →https://doi.org/10.1007/978-0-230-21189-6_9openalex-snapshot
Job Complexity and Task Discretion: Tracking the Direction of Skills at Work in Britain
inferredcites →https://doi.org/10.1007/978-1-137-02023-9_5openalex-snapshot
Making capital: strategic dilemmas for HRM
inferredcites →https://doi.org/10.1007/978-1-137-10774-9openalex-snapshot
Human Resource Management in Service Work
inferredcites →https://doi.org/10.1007/978-1-349-20028-3openalex-snapshot
The Nature of Work
inferredcites →https://doi.org/10.1007/978-1-349-20466-3_6openalex-snapshot
Managerial Strategies, Activities, Techniques and Technology: Towards a Complex Theory of the Labour Process
inferredcites →https://doi.org/10.1007/s10672-009-9119-1openalex-snapshot
Labor Process Theory as ‘Normal Science’
inferredcites →https://doi.org/10.1080/10301763.2004.10669292openalex-snapshot
Call Centre Offshoring To India: The Revenge of History?
inferredcites →https://doi.org/10.1080/10301763.2007.10669364openalex-snapshot
Pay Equity Strategies: Notes from New Zealand and New South Wales
inferredcites →https://doi.org/10.1093/acprof:oso/9780199244188.001.0001openalex-snapshot
High Skills
inferredcites →https://doi.org/10.1093/oxrep/15.1.1openalex-snapshot
The assessment: knowledge, skills, and competitiveness
inferredcites →https://doi.org/10.1109/mex.1987.4307079openalex-snapshot
Mind over Machine: The Power of Human Intuition and Expertise in the Era of the Computer
inferredcites →https://doi.org/10.1111/1467-6486.00266openalex-snapshot
Ignorant Theory and Knowledgeable Workers: Interrogating the Connections between Knowledge, Skills and Services
inferredcites →https://doi.org/10.1111/1467-6486.00290openalex-snapshot
‘We Recruit Attitude’: The Selection and Shaping of Routine Call Centre Labour
inferredcites →https://doi.org/10.1111/j.1467-8500.1981.tb00500.xopenalex-snapshot
THE JOURNAL OF INDUSTRIAL RELATIONS
inferredcites →https://doi.org/10.1111/j.1467-8527.2004.00251.xopenalex-snapshot
A Theory of Collective Competence: Challenging The Neo-Liberal Individualisation of Performance at Work
inferredcites →https://doi.org/10.1111/j.1468-0432.2009.00448.xopenalex-snapshot
Emotional Labour and Skill: A Reappraisal
inferredcites →https://doi.org/10.1111/j.1468-232x.1987.tb00693.xopenalex-snapshot
Choice of Employment Systems in Internal Labor Markets
inferredcites →https://doi.org/10.1111/j.1533-8525.1985.tb00212.xopenalex-snapshot
Work and the Division of Labor
inferredcites →https://doi.org/10.1177/0022185606070107openalex-snapshot
‘Use-Value’ and the Re-thinking of Skills, Learning and the Labour Process
inferredcites →https://doi.org/10.1177/0038038509340735openalex-snapshot
High-Touch and Here-to-Stay: Future Skills Demands in US Low Wage Service Occupations
inferredcites →https://doi.org/10.1177/0730888490017004002openalex-snapshot
Skill
inferredcites →https://doi.org/10.1177/0730888490017004003openalex-snapshot
What is Skill?
inferredcites →https://doi.org/10.1177/0730888490017004004openalex-snapshot
Social Construction of Skill
inferredcites →https://doi.org/10.1177/09500170030173010openalex-snapshot
Workers, Unions and the High Performance Workplace
inferredcites →https://doi.org/10.1177/0950017005058054openalex-snapshot
The (mis)representation of customer service
inferredcites →https://doi.org/10.1177/0950017009344863openalex-snapshot
‘Full of sound and fury, signifying nothing’
inferredcites →https://doi.org/10.1177/0961463x94003003002openalex-snapshot
The Tensions between Process Time and Clock Time in Care-Work
inferredcites →https://doi.org/10.1287/orsc.2.1.40openalex-snapshot
Organizational Learning and Communities-of-Practice: Toward a Unified View of Working, Learning, and Innovation
inferredcites →https://doi.org/10.2307/1170505openalex-snapshot
Phases of Meaningful Learning
inferredcites →https://doi.org/10.2307/1556383openalex-snapshot
UNDERSTANDING HUMAN COMPETENCE AT WORK: AN INTERPRETATIVE APPROACH.
inferredcites →https://doi.org/10.2307/2804509openalex-snapshot
Situated Learning: Legitimate Peripheral Participation.
inferredcites →https://doi.org/10.4324/9780203219690openalex-snapshot
Work Process Knowledge
inferredcites →https://doi.org/10.4324/9780203219690-7openalex-snapshot
Work process knowledge in technological and organizational development
inferredcites →https://doi.org/10.4324/9781315129679openalex-snapshot
Social Organization of Medical Work
inferredcites →https://doi.org/10.5040/9781350390751openalex-snapshot
Emotion Management in the Workplace
inferredcites →https://doi.org/10.7326/0003-4819-104-2-291_2openalex-snapshot
Social Organization of Medical Work.

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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Recognising the Skills of Experience in Segmented Labour Markets: Prospects for Personal Carers and Road Transport Drivers?
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Segmented Skilling: Static and Dynamic 'New Economy' Skills
inferred← citeshttps://doi.org/10.1002/9781118786352.wbieg0517openalex-snapshot
Skill
inferred← citeshttps://doi.org/10.1007/978-1-137-32228-9_10openalex-snapshot
Coming to Terms with Firm-Level Diversity: An Investigation of Flexibility and Innovative Capability Profiles in the Transformed ‘German Model’
inferred← citeshttps://doi.org/10.1007/978-3-030-43236-2_15openalex-snapshot
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The Knowledge Economy and Lifelong Learning
inferred← citeshttps://doi.org/10.1007/978-94-6091-915-2_14openalex-snapshot
Divergent Working and Learning Trajectories in Social Services
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Micro-Skills for Learning Soft Systems Methodology? Challenges and Opportunities in an Undergraduate Dissertation Project
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inferred← citeshttps://doi.org/10.1016/j.sbspro.2014.01.1429openalex-snapshot
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inferred← citeshttps://doi.org/10.1057/s41285-022-00187-3openalex-snapshot
When health is wealth: occupationally differentiated patterns of health capital in post-industrial Europe
inferred← citeshttps://doi.org/10.1080/00130095.2023.2263127openalex-snapshot
The Place-based Work of Global Circulation: Maritime Workers, Collaboration, and Labor Agency at the Seaport
inferred← citeshttps://doi.org/10.1080/09585192.2011.633278openalex-snapshot
Missing in action: aircraft maintenance and the recent ‘HRM in the airlines’ literature
inferred← citeshttps://doi.org/10.1080/09669582.2022.2136190openalex-snapshot
Assessing the COVID-19-exacerbated stigma of tourism development as perceived by destination residents
inferred← citeshttps://doi.org/10.1080/10301763.2015.1050916openalex-snapshot
Missing links: connections between qualifications and job roles in awards
inferred← citeshttps://doi.org/10.1080/13229400.2015.1010263openalex-snapshot
Understanding the negotiation of paid and unpaid care work in community services in cross-national perspective: the contribution of a rapid ethnographic approach
inferred← citeshttps://doi.org/10.1080/13639080.2015.1024641openalex-snapshot
Employers’ skill preferences across Europe: between cognitive and non-cognitive skills
inferred← citeshttps://doi.org/10.1080/13639080.2016.1243231openalex-snapshot
Re-thinking skill through a new lens: evidence from three Australian service industries
inferred← citeshttps://doi.org/10.1080/14480220.2015.1051351openalex-snapshot
How closely do Australian Training Package qualifications reflect the skills in occupations? An empirical investigation of seven qualifications
inferred← citeshttps://doi.org/10.1108/er-06-2021-0245openalex-snapshot
Social interactions at work: why interactive work should be an analytical category in its own right
inferred← citeshttps://doi.org/10.1108/et-01-2013-0002openalex-snapshot
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inferred← citeshttps://doi.org/10.1108/jhom-04-2014-0062openalex-snapshot
The importance, challenges and prospects of taking work practices into account for healthcare quality improvement
inferred← citeshttps://doi.org/10.1108/s1746-979120150000011013openalex-snapshot
Using Expertise as a Firewall: Exploring Emotion Work of Novices and Experts
inferred← citeshttps://doi.org/10.1111/1475-4932.70012openalex-snapshot
By How Much Is ‘Women's Work’ Undervalued in the Economy?*
inferred← citeshttps://doi.org/10.1111/cars.12015openalex-snapshot
Puzzling Skills: Feminist Political Economy Approaches
inferred← citeshttps://doi.org/10.1111/emre.12172openalex-snapshot
A neglected pool of labour? Frontline service work and hotel recruitment in Glasgow
inferred← citeshttps://doi.org/10.1111/ijmr.12259openalex-snapshot
Situating service work in action: A review and a pragmatist agenda for analysing interactive service work
inferred← citeshttps://doi.org/10.1111/j.1467-9299.2012.02040.xopenalex-snapshot
POLICY AND GENDER IN ADULT SOCIAL CARE WORK
inferred← citeshttps://doi.org/10.1111/soc4.12266openalex-snapshot
Stages of the Social Construction of Skill: Revisiting Debates over Service Skill Recognition
inferred← citeshttps://doi.org/10.11606/t.47.2014.tde-25032015-152315openalex-snapshot
Para além da escola e da empresa: contribuições para o atendimento em orientação de carreira
inferred← citeshttps://doi.org/10.1177/0018726711415131openalex-snapshot
The emotional labour process: An essay on the economy of feelings
inferred← citeshttps://doi.org/10.1177/0018726713519280openalex-snapshot
Service employees and self-verification: The roles of occupational stigma consciousness and core self-evaluations
inferred← citeshttps://doi.org/10.1177/0143831x12444934openalex-snapshot
More than a ‘humpty dumpty’ term: Strengthening the conceptualization of soft skills
inferred← citeshttps://doi.org/10.1177/0143831x18823693openalex-snapshot
Using or abusing? Scrutinising employer demand for temporary sponsored skilled migrants in the Australian hospitality industry
inferred← citeshttps://doi.org/10.1177/0730888417736095openalex-snapshot
Unpacking the Service Triangle: Arranging Power Relations Between Frontline Occupations
inferred← citeshttps://doi.org/10.1177/0950017012451634openalex-snapshot
Who rides the glass escalator? Gender, race and nationality in the national nursing assistant study
inferred← citeshttps://doi.org/10.1177/0950017015609031openalex-snapshot
Deskilling emotional labour: evidence from department store retail
inferred← citeshttps://doi.org/10.1177/0950017017719840openalex-snapshot
Social Skills, Workplaces and Social Remittances: A Case of Post-Accession Migrants
inferred← citeshttps://doi.org/10.1177/0950017017748309openalex-snapshot
Book Review Symposium: Caroline Lloyd and Jonathan Payne, Skills in the Age of Over-Qualification: Comparing Service Sector Work in Europe
inferred← citeshttps://doi.org/10.1177/09500170211059351openalex-snapshot
Embedded Strangers in One’s Own Job? Freelance Interpreters’ Invisible Work: A Practice Theory Approach
inferred← citeshttps://doi.org/10.1177/1440783317744112openalex-snapshot
The sociology of emotions: A meta-reflexive review of a theoretical tradition in flux
inferred← citeshttps://doi.org/10.1177/174183051201000204openalex-snapshot
Managing Emotions at Work: How Coaching Affects Retail Support Workers’ Performance and Motivation
inferred← citeshttps://doi.org/10.1186/s40359-026-04024-4openalex-snapshot
Understanding the dynamics of occupational stigma and employee negligence: the role of ego depletion and emotional intelligence
inferred← citeshttps://doi.org/10.1215/9781478022862-001openalex-snapshot
Introduction
inferred← citeshttps://doi.org/10.1215/9781478022862-002openalex-snapshot
Recuperating the Hotel Bauen
inferred← citeshttps://doi.org/10.1215/9781478022862-003openalex-snapshot
Democracy at Work
inferred← citeshttps://doi.org/10.1215/9781478022862-004openalex-snapshot
Hospitality in Cooperation
inferred← citeshttps://doi.org/10.1215/9781478022862-005openalex-snapshot
Rotating Opportunity
inferred← citeshttps://doi.org/10.1215/9781478022862-006openalex-snapshot
The Politics of Equal Pay
inferred← citeshttps://doi.org/10.1215/9781478022862-007openalex-snapshot
The Activist Workplace
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Conclusions
inferred← citeshttps://doi.org/10.1215/9781478022862-009openalex-snapshot
Surviving (Another) Crisis
inferred← citeshttps://doi.org/10.1215/9781478022862-010openalex-snapshot
Methodological Appendix
inferred← citeshttps://doi.org/10.1215/9781478022862-011openalex-snapshot
Notes
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References
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