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| Author: | Thompson, P. |
| Title: | Ignorant theory and knowledgeable workers: interrogating the connections between knowledge, skills and services |
| Journal: | Journal of Management Studies
2001 : NOV, VOL. 38:7, p. 923-942 |
| Index terms: | KNOWLEDGE SKILLS EMPLOYEES EMPLOYMENT |
| Language: | eng |
| Abstract: | This article builds on recent critiques of the knowledge economy to argue that key growth areas in future employment will be in low level service jobs rather than knowledge work as currently understood. The article discusses the knowledge, skills and competencies involved in interactive service work. It suggests that knowledge which is contextual, social or tacit has been taken to be of lesser value in relation to competitive advantage. It highlights the contrast, therefore, between the growth in interactive service work and the focus of the knowledge management literature on a small sub-set of total employment. Two case-studies of interactive service work, one drawn from a range of service sectors and the other from a call-centre setting, provide empirical material which highlights the skills required by employers in this area. |
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