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Invisible work, invisible skills: interactive customer service as articulation work (2005)

Hampson, Ian ; Junor, Anne

Oxford, UK : Blackwell Publishing Ltd.

New technology, work and employment 20 (2005), S. 0

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ISSN: 1468-005X

Source: Blackwell Publishing Journal Backfiles 1879-2005

Topics: Sociology , Economics

Notes: 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.

Type of Medium: Electronic Resource

URL: http://dx.doi.org/10.1111/j.1468-005X.2005.00151.x

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