Evidence from a range of sources suggests that customer abuse to service workers is a significant phenomenon. This article argues that a large part of customer abuse is endogenously created within the fabric of the service economy. Thirty book-length ethnographies were coded for relevant data and a fuzzy-set qualitative comparative analysis was undertaken. The findings show that frequent customer abuse is associated with a configuration of the promotion of customer sovereignty (at organizational, sectoral and national levels), the weak position of labour, the higher social status position of customers vis-à-vis workers and the structuring of service interactions as encounters.

Greening steel work: Varieties of Capitalism and the 'greening' of skills

60-75Following the agenda for partnership research set out recently in this journal, 'exemplar' case studies from the automotive and civil aviation industries are subject to the litmus (process) test of academic pluralists and the acid (outcomes) test of academic radicals. On both tests, the results have been disappointing, especially for trade unions and their members. However, while mutual gains from partnership agreements are not probable in a UK context, they are still possible, as comparative research in the civil aviation sector serves to illustrate.

Many traditional regions are being transformed as industries restructure. Paradoxically, the global economic downturn offers opportunities to innovate on policies to regenerate areas experiencing deindustrialisation, with one emerging focus being the development of ‘green skills’ to facilitate the transition of these places to ‘green economies’. In this article, we explore similar policy objectives (i.e. regeneration activity based (in part) on green economy transitions) across three deindustrialising/deindustrialised regions – Appalachia (United States), Ruhr (Germany) and the Valleys (South Wales) – to provide an account of the ways in which different regions with similar industrial pasts diverge in their approach to moving towards greener futures. Our argument is that the emphasis in such transitions should be the creation of ‘decent’ jobs, with new economic activity and employment initiatives embracing a ‘high road’ (i.e. high skill/high pay/high quality) trajectory. Utilising a ‘varieties of capitalism’ analysis, we contend that an effective, socially inclusive and ‘high road’ transition is more likely to emerge within co-ordinated market economy contexts, for example, Germany, than within the liberal market economy contexts of, for example, the United States and United Kingdom. In identifying the critical success factors leading to ‘high road’ green economy, the implications for any such transition within the liberal market economy context of Australia are highlighted.

Many traditional regions are undergoing change and transformation as industries restructure. The development of ‘green economies’ and the transition to a low-carbon economy offers areas experiencing industrial decline an opportunity to innovate around policies for regeneration. In this process, there is a necessary emphasis on skills development and the creation of decent jobs, but institutional context mediates such processes in different places in different ways. This article argues that an effective transition policy is more likely to emerge where a mutually reciprocal relationship is developed between the state qua government and the social groups that comprise the region, including employers and workers and their representatives. Utilising a ‘varieties of capitalism’ typology in relation to areas of industrial decline in Germany and the UK, the article illustrates the ways in which transition policies are elaborated and implemented, with an explicit focus on decent job creation.

In this article, we compare the evolution of industrial relations and collective wage regulation arrangements in the temporary agency industries of Sweden, Germany, Norway and the UK. Within a framework of institutionalization and institutional change, we examine how the strategic choices made by key actors, principally employers, confronted by market deregulation, EU enlargement and EU-level regulation, have affected the form and strength of collective regulation. We draw conclusions on the extent to which existing national institutional structures have been transferred to the industry, transformed or subjected to incremental change.

No abstract

The European steel industry, as an energy intensive industry, has significant concerns over energy efficiency and compliance with EU environmental regulations. Hence, across the industry, energy efficiency is a key area of innovation activity. However, responding to climate change measures and finding efficiency gains by technological means is becoming increasingly difficult and so managements are turning attention to modifying, that is, ‘greening’ worker behaviours. Here, we focus on an innovation that combines a digital technology application with a management strategy, that is, gamification for energy efficiency behaviour modification. Drawing on data from a project involving steel plants in Germany, Norway and the UK, we adopt an international comparative approach to examine the implications of differing industrial relations contexts for shaping steel firm engagement with ‘green’ innovations.