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Managing Employment ChangeThe New Realities of Work$
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Huw Beynon, Damian Grimshaw, Jill Rubery, and Kevin Ward

Print publication date: 2002

Print ISBN-13: 9780199248698

Published to Oxford Scholarship Online: October 2011

DOI: 10.1093/acprof:oso/9780199248698.001.0001

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Work Intensification and Forms of Control

Work Intensification and Forms of Control

(p.262) Chapter 9 Work Intensification and Forms of Control
Managing Employment Change

Huw Beynon

Damian Grimshaw

Jill Rubery

Kevin Ward

Oxford University Press

This chapter considers the pressures behind the growing prominence attached to the customer in the delivery of services in the public and private sector. It then examines how these pressures have been interpreted by each of the organizations. One of the rationales for the new system of work intensification and job control is its apparent ability to deliver efficiency gains, at least in the short term. The system can also respond effectively to customer demands. However, the increased sensitivity to customer needs had meant increased pressures for employees, many of whom raise questions about the overall efficacy and sustainability of the new system.

Keywords:   employment change, employment pressures, customer satisfaction, organizational change, work intensification, job control

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