The governance of service work - changes in work organisation and new challenges for service-sector trade unions

Abstract

The paper describes the diversity and unity of work organisation in service activities. It distinguishes a trend to ‘service-sector Taylorism’ from a contrasting tendency of ‘professional autonomy', alongside the joint core described by the notion of ‘market-based governance’ of service work, which confronts the individual (service) worker with internalised markets. The new mode of governance has substantial impacts on working conditions. The concluding section discusses the need for a public debate on the shortcomings of service work organisation primarily driven by market forces. Market failures, such as labour shortages in social service activities, should be identified and confronted with a new basic assessment of the value of services and in particular social services. Trade unions may contribute to this debate by developing their own paradigms of good service work.