Strategy & Organisation Research Seminar
Event Date: 16 April 2014
Presenter 1 – Dr Marisa Smith
Title: Innovation Activities – perspectives from the call centre coal face
Abstract: Call centres are at the heart of modern life and represent a fascinating research environment due to their unique work context, i.e. the perception that they are ‘an assembly line in the head’ (Taylor and Bain, 1999). Using the concept of High-Involvement Innovation (Bessant , 2003), the aim of this research is to examine innovation activities in front-line service work. Using evidence collected from seven UK call centres, views from employees and managers are examined to explore the involvement of front-line workers in innovation activities. A number of themes surrounding innovation activities emerged through the course of the analysis these are; the quality of ideas generated, how the call centre links with the wider innovation activities of the organisation, empowerment, electronic innovation management, role of management and nature of work.
Presenter 2 - Tom Bourkel
Title: An ethnography of a cultural learning transition: evidence from a fine dining kitchen
Abstract: Using an ethnographic methodology, the current research aims to explore the socialisation process of chefs who enter the occupational community of a restaurant kitchen. More specifically, through the lens of symbolic interactionism, the research seeks to address how a localised occupational community equips its members with the necessary occupational know-how in order to become a functional social entity in the workplace. In particular, it is interested in occupationally related social development, including creation of self-image, acquisition of informal traits, norms and values, the informal pecking order and workplace trials and tribulations. Viewing the community as a socio-cultural entity, the study seeks to understand the culture that a community represents and the know-how it endorses.
Published: 14 January 2016