Services innovation and the transformation of work: the case of UK telecommunications |
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| Authors: | Marcela Miozzo,& Matias Ramirez |
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| Affiliation: | The Manchester School of Management, UMIST,;Birkbeck College, University of London |
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| Abstract: | Current transformations in technologies and industrial structure of UK telecommunications have important implications for skills and work organisation. This is examined in different divisions of a large UK telecommunications firm: call centres, customer service centres, engineering sectors and the R&D department. The effect of these transformations on the development of firm competences is discussed. |
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