Hostname: page-component-586b7cd67f-t7fkt Total loading time: 0 Render date: 2024-11-22T14:17:07.781Z Has data issue: false hasContentIssue false
  • English
  • Français

Towards knowledge-customer centered services?

Published online by Cambridge University Press:  02 February 2015

Nils Timo
Nils Timo*
Affiliation:
School of Management, Griffith University, Brisbane QLD, Australia
Rights & Permissions [Opens in a new window]

Abstract

An abstract is not available for this content so a preview has been provided. As you have access to this content, a full PDF is available via the ‘Save PDF’ action button.
Image of the first page of this content. For PDF version, please use the ‘Save PDF’ preceeding this image.'
Type
Editorial
Information
Journal of Management & Organization , Volume 13 , Issue 2 , June 2007 , pp. 82 - 87
Copyright
Copyright © Cambridge University Press and Australian and New Zealand Academy of Management 2007

References

Atkinson, J (1985) ‘Flexibility: Planning for an uncertain future’, Manpower, Policy and Practice 1 (Summer): 26–29.Google Scholar
Allan, C (1998) ‘Stabilising the Non-standard Workforce: Managing Labour Utilisation in Private Hospitals’, Labour and Industry 8(3): 61–76.Google Scholar
Appelbaum, E and Batt, R (1994) The New American Workplace, ILR Press, Ithaca NY.Google Scholar
Austrade, (2006) Submission to the House of Representatives Standing Committee on Economics, Finance, and Public Administration Inquiry into Australia's Service Industries, 08, Canberra.Google Scholar
Bell, D (1973) The Coming of Post-Industrial Society, Basic Books, New York.Google Scholar
Blauner, R (1964) Alienation and Freedom, University of Chicago Press, Chicago IL.Google Scholar
Braverman, H (1974) Labor and Monopoly Capitalism: The Degradation of Work in the Twentieth Century, Monthly Review Press, New York.Google Scholar
Bright, J (1958) Automation and Management, Division of Research, Graduate School of Business Administration, Harvard University, Cambridge MA.Google Scholar
Burawoy, M (1979) Manufacturing Consent: Changes in the Labor Process Under Monopoly Capitalism, University of Chicago Press, Chicago IL.Google Scholar
Department of Industry, Technology and Regional Development (1993) Service Industries Research Program, AGPS, Canberra ACT.Google Scholar
Edwards, R (1979) Contested Terrain, Heinemann, London.Google Scholar
Fleming, P, Harley, B and Sewell, G (2004) ‘A Little Knowledge is a Dangerous Thing: Getting below the Surface of the Growth of ‘Knowledge Work’ in Australia’, Work, Employment and Society 18(4): 725–747.Google Scholar
Frenkel, S (2000) ‘Introduction: service work and its implications for HRM’, International Journal of Human Resource Management 11(3): 469–476.Google Scholar
Frenkel, S, Tam, M, Korczynski, M and Shire, K (1998) Beyond Bureaucracy? Work Organisation in Call Centres’, International Journal of Human Resource Management 9(2): 957–979.Google Scholar
Frenkel, S, Korczynski, M, Shire, K and Tam, M (1999) On the Front Line: Organisation of Work in the Information Economy, ILR Press, Cornell University Press, Ithaca NY.Google Scholar
Friedman, A (1977) Industry and Labour, Macmillan, London.Google Scholar
Gershuny, J and Miles, I (1983) The New Service Economy: The Transformation of Employment in Industrial Societies, Frances Pinter, London.Google Scholar
Gronross, C (1983) Strategic Management and Marketing in the Service Sector, Marketing Science Institute, Cambridge MA.Google Scholar
Hall, R and Harley, B (1995) ‘The Australian response to globalisation: domestic labour market policy and the case of enterprise bargaining’, in Globalisation and its Impact on the World of Work, Gollan, P (Ed.) Australian Centre for Industrial Relations Research and Teaching, ACIRRT Working Paper 38: 71–96, University of Sydney NSW.Google Scholar
Harley, B (1995) Labour Flexibility and Workplace Industrial Relations: The Australian Evidence, Australian Centre for Industrial Relations Research and Teaching, ACIRRT Monograph 12, University of Sydney NSW.Google Scholar
Hochschild, A (1983) The Managed Heart: Commericalization of Human Feeling, University of California Press, Berkeley CA.Google Scholar
Knights, D and Willmott, H (Eds) (1990) Labour Process Theory, Macmillian, London.Google Scholar
Kochan, T, Katz, H and McKersie, R (1986) The Transformation of American Industrial Relations, Basic Books, New York.Google Scholar
Korczynski, M (2002) Human Resource Management in Service Work, Palgrave, London.Google Scholar
Korczynski, M (2005) ‘The Point of Selling: Capitalism, Consumption and Contradictions’, Organisation Studies 12(1): 69–88.Google Scholar
Leidner, R (1993) Fast Food, Fast Talk: Services Work and the Routinisation of Everyday Life, University of California Press, Berkeley CA.Google Scholar
Levitt, T (1976) ‘The Industrialisation of Services’, Harvard Business Review, 09– Oct: 63–74.Google Scholar
Littler, C (1982) The Development of the Labour Process in Capitalist Societies: A Comparative Study of the Transformation of Work Organisation in Britain, Japan and the USA, Heinemann Educational, London.Google Scholar
Littler, C (1990) ‘The Labour Process Debate: A Theoretical Review 1974–1988’, in Knights, D and Willmott, H (Eds) Labour Process Theory, pp. 46–94. Macmillan, London.Google Scholar
Littler, C and Salaman, G (1982) ‘Bravermania and Beyond: Recent Theories of the Labour Process’, Sociology 16(2): 251–269.Google Scholar
Lovelock, C (1988) Managing Services: Marketing, Operations and Human Resources, Prentice Hall, Englewood Cliffs NJ.Google Scholar
Nankervis, A (Ed.) (2005) Managing Services, Cambridge University Press, Cambridge.Google Scholar
New Zealand Treasury (2002) New Zealand Treasury Economic and Financial Overview, Auckland, 2002.Google Scholar
Pappas, N and Sheehan, P (1998) ‘The New Manufacturing: Linkages between Production and Service Activities’, in Working for the Future: Technology and Employment in the Global Knowledge Economy, Sheehan, P and Tegart, G (Eds), Centre for Strategic Economic Studies, pp. 127–156. Victoria University Press, Melbourne VIC.Google Scholar
Pine, B (1993) Mass Customisation: The New Frontier in Business Competition, Harvard Business School Press, Boston MA.Google Scholar
Piore, M and Sabel, C (1984) The Second Industrial Divide, Basic Books, New York.Google Scholar
Porter, M (1990) The Competitive Advantage of Nations, Macmillan, London.Google Scholar
Ritzer, G (1993) The McDonaldisation of Society, Pine Forge Press, Thousand Oaks CA.Google Scholar
Russell, B (2002) ‘The Talk Shop and Shop Talk: Employment and Work in a Call Centre’, Journal of Industrial Relations 44(4): 467–490.Google Scholar
Schuler, R and Jackson, S (1987) ‘Linking Competitive Strategies with Human Resource Management Practices’, Academy of Management Executive 1(3): 207–219.Google Scholar
Silvestro, R, Fitzgerald, L and Johnston, R (1992) ‘Towards a classification of service processes’, International Journal of Service Industry Management 3(3): 62–75.Google Scholar
Streek, W (1987) ‘The Uncertainty of Management and Management of Uncertainty of Management: Employers, Labour Relations and Industrial Uncertainty in the 1980s’, Work, Employment and Society 1(3): 281–308.Google Scholar
Woodward, J (1965) Industrial Organisation: Theory and Practice, Oxford University Press, London.Google Scholar