Technology, Work Organisation and Job Quality in Service Work: Changing Contours
In a critical assessment of innovation in the UK Green (2004) defined new technology as incorporating both new work methods and work organisation, in combination with complementary information and communication technology (ICT), which enable management to control work flows and monitor work. The internet and advances in ICT have greatly increased the ability for work to be conducted outside of ‘normal’ working hours (Hyman et al., 2003). Scholarship has previously found a strong association between the intensification of work effort and the introduction of new technology and work organisation (Burchell et al. 2002; Green, 2004). More recently, Askenazy and Caroli (2010) reported that advances in ICT were associated with reducing the isolation some employees feel on the job but mental strain was also found to rise. Other organisational and workforce developments have seen the blurring of organisational boundaries, organisational networking and ambiguous and complex employment arrangements (Rainnie et al., 2006; Currie et al., 2008), all of which impact on job security and job design.