Services innovation and the transformation of work: the case of UK telecommunications.

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.