Work

Invisible work, invisible skills: interactive customer service as articulation work

Year: 2005

Type: article

Abstract: The concept of emotional labour provides an incomplete account of interactive service work, underplaying its invisible cognitive and non-routine elements. In interactive work, from customer service jobs in the fast food industry to ‘knowledge work’ and at those levels in between on which we focus here, many jobs involve ‘articulation work’—the often unacknowledged management of awkward intersections among the social worlds of people, technology and organisations.

Source: New Technology Work and Employment

DOI: 10.1111/j.1468-005x.2005.00151.x

Authors: Ian Hampson, Anne Junor

Institution: UNSW Sydney

Language: English

Topic: Emotional Labor in Professions

Subfield: Sociology and Political Science

Field: Social Sciences

Domain: Social Sciences

SDG: Decent work and economic growth

Open Access status: green

OpenAlex ID: W1993626259

FWCI: 9.717

Cites: 29

Cited by: 134

Related to: 10