P. Thompson et al., Ignorant theory and knowledgeable workers: Interrogating the connections between knowledge, skills and services, J MANAG STU, 38(7), 2001, pp. 923-942
This article builds on recent critiques of the knowledge economy to argue t
hat 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 highli
ghts the contrast, therefore, between the growth in interactive service wor
k and the focus of the knowledge management literature on a small sub-set o
f 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 employer
s in this area. Technical skills were seen as less important than aesthetic
and social skills. These cases highlight the management of social skills a
nd competencies as critical to interactive service work. Workers need to de
velop an understanding of themselves that allows them to consciously use th
eir emotions and corporeality to influence the quality of the service. This
leads to the conclusion that the interactive service sector should not be
conflated with knowledge work. Rather, it is more important to focus on the
broader need for knowledgeability in work, and so broaden understanding of
labour in the contemporary workplace.