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

Matias Ramirez

The Service Industries Journal, 2004, vol. 24, issue 1, 99-115

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.

Date: 2004
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DOI: 10.1080/02642060412331301152

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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