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Services innovation and the transformation of work: the case of UK telecommunications.
journal contributionposted on 2023-06-08, 00:58 authored by Marcela Miozzo, Matias RamirezMatias Ramirez
The paper establishes that generalizations for manufacturing do not necessarily carry over into network-based services. It relates work practices to competencies, showing that for the case o BT, change has ranged from deskilling in call-centre operations to upskilling in R&D departments, so that no simple overall pattern emerges. Dr Ramirez did all of the case study, the literature survey, etc., based on the research for his own PhD.
JournalNew Technology, Work and Employment
Department affiliated with
- SPRU - Science Policy Research Unit Publications
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