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The paper evaluates the centrality of work to employees in two growing employment sectors, call-centres and software development. It then examines evidence for extensions of work into household and family life in these two sectors. Extensions are identified as tangible, such as unpaid overtime, or intangible, represented by incursions imported from work, such as exhaustion and stress. The study finds that organizational pressures, combined with lack of work centrality, result in work intruding into non-work areas of employee lives, though intrusions manifest themselves in different ways according to type of work, levels of worker autonomy and organizational support. Copyright Blackwell Publishing Ltd/London School of Economics 2003..

ABSTRACTThe Grand Seaside Hotel is a large five-star hotel in an Australian Coastal town. It is a place that not only aspires to provide excellent service but that also seeks to reconcile two apparently divergent demands: the need for customized service and the efficient management of business operations. To commit staff to the provision of service excellence, management has introduced a customer service programme that relies on various forms of training and rewards, as well as a guest response system. The customer service programme, particularly the use of guest questionnaires, appear as disciplinary strategies that aim to produce service encounters in which both staff and guests are ‘normalized’. The main loci of ethnographic data collection for this paper are regular Management Briefings. Through data collected from these, the paper investigates the use of the ‘imaginary’ in constituting service encounters and guest expectations. It interprets these in terms of Foucault's Panoptic analysis to identify the immanent mechanisms of discipline in these customer service programmes.

Drawing on secondary data and interviews, this paper traces the economic and socio-cultural roots of contemporary policies to promote full participation of people with disabilities in mainstream German society. Underlying such policies and related practices has been a concept of rehabilitation through work that evolved within a context of labour shortages, Protestant work ethics, and German welfarism at the beginning of the 20 th century and that has yielded rather ambiguous consequences. I argue this elective affinity among economic, cultural, and socio-political imperatives has undermined potentials for integration and self-actualization of people with disabilities. Not only was rehabilitation subordinated to a productivist logic and provoked forms of ill-paid or even forced labour; rehabilitation policies and measures have also been part of a system of social governance that effectively helped to segregate the "able" from the "unable" and that promulgated an ethos of productivism. Significantly, this essentially utilitarian ethos -which rendered health and rehabilitation into a social obligation and valued each wo/man according to his/her fitness and motivation to contribute to socio-economic development -evolved within capitalism but was equally pronounced in East Germany under state-socialist rule. Contrary to the egalitarian principles of both "socialist humanism" and "Western enlightenment", policies and practices trans-societally focussed on the promotion of those who could -potentially at least -contribute to the regime of industrial production. As the example of East Germany demonstrates, social participation through paid work remains incomplete, at best, and provokes further segregationeven in times of severe labour shortages. The paper concludes that notwithstanding contemporary rhetoric, rehabilitation through work has remained a central pillar of contemporary welfare policies. In times of unbroken structural unemployment, the productivist paradigm and ensuing policies have become increasingly problematicnot only for the inclusion of people with disabilities. Experiences with the productivist modes of participation and with rehabilitation in East Germany suggest a post-productivist paradigm of inclusion that seeks participation beyond paid work.

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