Online citations, reference lists, and bibliographies.

The Cinderella Story: Employees Reaching For New Agency In The Digital Era

Eveliina Saari, Sari Käpykangas, Mervi Hasu
Published 2019 · Business

Cite This
Download PDF
Analyze on Scholarcy
The chapter analyzes how backstage service employees may rise from invisibility to active agency when they are at risk of losing their jobs during the digitalization of services. We conducted an intervention process aimed at envisioning future digital services and new work. The analysis is based on employee interviews regarding their future work horizons, interviews of management and HRD, and two workshops organized to support the co-creation of future service and work. The approach derives from the literature on human agency. Invisible backstage service workers may face a similar developmental pattern to that of “Cinderella” when finding their way in the digital era. The interviews of the managers and HRD indicate how difficult it is to foresee and develop the future competencies of employees, before deciding upon the path on how to organize the service between human beings and technology. The study contributes to the understanding of backstage service employee’s perspectives and makes visible their attempts to have an agency in technological transition, which previous studies have rarely analyzed in depth.
This paper references
Productive Reflection at Work: Learning for Changing Organizations
D. Boud (2006)
Constructing Clinical Use: An Activity-Theoretical Perspective on Implementing New Technology
Mervi Hasu (2000)
Service Research Priorities in a Rapidly Changing Context
Amy L. Ostrom (2015)
The Risk of Automation for Jobs in OECD Countries: A Comparative Analysis
M. Arntz (2016)
Understanding how HR systems work: the role of HR philosophy and HR processes
K. Monks (2012)
Making bottom-up and top-down processes meet in public innovation
Eveliina Saari (2015)
Place, Space and Time: Contextualizing Workplace Subjectivities
S. Halford (2006)
A Technology-Assisted Design Methodology for Employee-Driven Innovation in Services
K. Watanabe (2015)
Employee Resistance to Digital Information and Information Technology Change in a Social Service Agency: A Membership Category Approach
K. Stam (2004)
Employee-Driven Innovation
Steen Høyrup (2012)
The Service Revolution and the Transformation of Marketing Science
R. Rust (2014)
Learning employee-driven innovating
Mervi Hasu (2014)
The changing role of employees in service theory and practice: An interdisciplinary view
D. Bowen (2016)
Structure, Agency and the Internal Conversation
M. Archer (2003)
Making the Technological Transition – Citizens' Encounters with Digital Pension Services
Eric Breit (2015)
Effects of e‐government on service design as perceived by employees
M. Åkesson (2008)
Bringing the employee back in: Integrating user-driven and employee-driven innovation in the public sector
Mervi Hasu (2011)
The Relational Subject
M. Archer (2015)
Well-being and innovativeness: motivational trigger points for mutual enhancement
Laura Honkaniemi (2015)
Does local government staff perceive digital communication with citizens as improved service?
Jesper B. Berger (2016)
Understanding how HR Systems Work: The Role of HR Processes and HR Practices
Kathy Monks (2013)
Review Article: How can we make organizational interventions work? Employees and line managers as actively crafting interventions
Karina Nielsen (2013)
In Search of Sensitive Ethnography of Change: Tracing the Invisible Handoffs From Technology Developers to Users
Mervi Hasu (2005)
A gépek korszaka - újratöltve. Erik Brynjolfsson-Andrew McAfee: The Second Machine Age Work, Progress, and Prosperity in a Time of Brilliant Technologies W. W. Norton and Company, New York, 2014, 320 o
Alexandra Köves (2015)
Surveillance at workplace and at home: Social issues in transforming care work with mobile technology
Riikka Vuokko (2008)
Expanding understanding of service exchange and value co-creation: a social construction approach
B. Edvardsson (2011)
Historical Perspective of the Field of ASR/NLU
L. Rabiner (2008)
Beyond Computation: Information Technology, Organizational Transformation and Business Performance
Erik Brynjolfsson (2000)

Semantic Scholar Logo Some data provided by SemanticScholar