Invisible Work, Invisible Skills: Interactive Customer Service as Articulation Work

@article{Hampson2005InvisibleWI,
  title={Invisible Work, Invisible Skills: Interactive Customer Service as Articulation Work},
  author={Ian Hampson and Anne Junor},
  journal={Wiley-Blackwell: New Technology},
  year={2005}
}
The concept of emotional labour provides an incomplete account of interactive service work, underplaying its invisible cognitive and non-routine elements. In interactive work, from customer service jobs in the fast food industry to 'knowledge work' and at those levels in between on which we focus here, many jobs involve 'articulation work' - the often unacknowledged management of awkward intersections among the social worlds of people, technology and organisations. 
In the workplace: learning as articulation work, and doing articulation work to understand learning
This paper offers an account of a methodological approach to understanding and developing learning that has been successfully used in a research project on mathematical skills in workplaces. The Expand
Emotional management in a mass customised call centre: examining skill and knowledgeability in interactive service work
Researchers have demonstrated the variety of interactive service sector work yet relatively little research has focused on the middle ground of ‘mass customised service work’. In particular, theExpand
Managing Emotions at Work: How Coaching Affects Retail Support Workers’ Performance and Motivation
Working with people invariably involves managing emotions. This qualitative study examines a coaching intervention designed to help a group of retail support workers in one mobile communicationsExpand
Articulation Work Skills and the Recognition of Call Centre Competences in Australia
Debates over whether customer service work is deskilled or part of the knowledge economy tend to focus on single issues such as control, emotional labour or information management. Call centre work,Expand
Doing Identity with Style: Service Interaction, Work Practices and the Construction of ‘Expert’ Status in the Contemporary Hair Salon
This paper contributes to a growing body of scholarship concerned with hairstyling as an occupation and, more broadly, to sociological discussions concerning contemporary forms of service work. As anExpand
The order problem: Inference and interaction in interactive service work
This article analyses the work of issuing tickets to queuing customers, thereby contributing to the literature on interactive service work. It draws analytical attention to artful practices throughExpand
Deskilling emotional labour: evidence from department store retail
How have the skills of service jobs changed? Have they undergone deskilling, upgrading or some contingent or compensatory development? This study examines these questions as they pertain to frontlineExpand
Unpacking the Service Triangle: Arranging Power Relations Between Frontline Occupations
Service work scholarship has insufficiently acknowledged the diversity of interactive frontline occupational categories within organizations. Nor has it paid enough attention to how frontline workersExpand
Performing Service Work Without a Shield A qualitative case study on employees ’ experiences of interactive service works Degree project in Managing People , Knowledge and Change
Title: Practicing service work without a shield A qualitative case study on employees’ experiences of interactive service works Submission Date: 23rd of May 2014 Course: Master Degree Project inExpand
Interactions in Expert Service Work
Using participant observation and in-depth interviews, the author explores the experiences of a relatively new form of semiprofessionals, personal trainers, to advance our understandings of theExpand
...
1
2
3
4
5
...

References

SHOWING 1-10 OF 77 REFERENCES
Taking Articulation Work Seriously - an Activity Theoretical Approach
All work needs to be articulated in terms of "Who should do what, how, when and where", and this becomes more complicated as more actors are involved. The use of computers in cooperative work impliesExpand
Human Resource Management in Service Work
Service Work The New Service Management School Critical Perspectives on Service Work Service Work: The Customer-Oriented Bureaucracy Analysing Distinctive Types of Front Line Work Sales WorkExpand
Gender, emotional labour and teamworking in a call centre
This article examines teamworking in a call centre and how this is shaped for the employees by an increase in technical control, the dynamics of emotional labour and gender politics. The research isExpand
Women, Social Skill and Interactive Service Work in Telephone Call Centres
This paper contributes to current debates about gender, work and skill in the service economy, focusing specifically on the case of women's employment in telephone call centres. The paper asksExpand
Ignorant Theory and Knowledgeable Workers: Interrogating the Connections between Knowledge, Skills and Services
This article builds on recent critiques of the knowledge economy to argue that key growth areas in future employment will be in low level service jobs rather than knowledge work as currentlyExpand
`The Figures, the Personality and the Bums': Service Work and Sexuality
This paper examines the role of sexuality in the labour process in a case study drawn from the off-course betting industry, as a contribution to the discussion of forms of service work. It draws onExpand
Situated Learning: Legitimate Peripheral Participation
TLDR
This work has shown that legitimate peripheral participation in communities of practice is not confined to midwives, tailors, quartermasters, butchers, non-drinking alcoholics and the like. Expand
Work and the Division of Labor
The paper is an attempt to conceptualize the division of labor in terms of work. This perspective leads to a necessary distinction between work and workers, and its implications. Among the mainExpand
Emotional Labour and the New Workplace
This chapter focuses upon ‘emotional labour’. Following Hochschild (1983 & 1993), this term refers to the management of human feeling, during social interaction within the labour process, as shapedExpand
Organizational Learning and Communities-of-Practice: Toward a Unified View of Working, Learning, and Innovation
Recent ethnographic studies of workplace practices indicate that the ways people actually work usually differ fundamentally from the ways organizations describe that work in manuals, trainingExpand
...
1
2
3
4
5
...