Services Innovation and the Transformation of Work: The Case of UK Telecommunications

18 Pages Posted: 18 Apr 2004

See all articles by Marcela Miozzo

Marcela Miozzo

University of Manchester Institute of Science and Technology (UMIST)

Matias Ramirez

Brunel University

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.

Suggested Citation

Miozzo, Marcela and Ramirez, Matias, Services Innovation and the Transformation of Work: The Case of UK Telecommunications. New Technology, Work and Employment, Vol. 18, pp. 62-79, March 2003. Available at SSRN: https://ssrn.com/abstract=513245

Marcela Miozzo (Contact Author)

University of Manchester Institute of Science and Technology (UMIST) ( email )

Oxford Road
Manchester M60 1QD, M13 9PL
United Kingdom

Matias Ramirez

Brunel University ( email )

Uxbridge
Middlesex
UB8 3PH
United Kingdom

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