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Managing ServicesChallenges and Innovation$
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Kathryn Haynes and Irena Grugulis

Print publication date: 2013

Print ISBN-13: 9780199696086

Published to Oxford Scholarship Online: January 2014

DOI: 10.1093/acprof:oso/9780199696086.001.0001

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Employment in Service and the Service Sector

Employment in Service and the Service Sector

(p.48) 4 Employment in Service and the Service Sector
Managing Services

Irena Grugulis

Oxford University Press

This chapter considers the wide range of occupations in the service sector. It draws on the literature of customer-facing work and argues that this is one form of service sector work but that others also exist, including customer facing, high touch service sector work; ‘traditional’ work; work in the creative industries; knowledge work and public sector service work. While high touch service sector work is distinctive, ‘traditional’ work resembles that located in manufacturing and knowledge work, public sector work and work in the creative industries each have their own distinguishing features. The chapter goes on to consider the nature of (soft and social) service sector skills and draw out the implications of these for work and workers.

Keywords:   service work, employment, skills, soft skills, customers

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