Working in the Service Sector: A Tale from Different Worlds

1.Introduction: service economies - high road or low road? /​ Steffen Lehndorff
Different service societies in Europe
The different worlds of service work
Institutions matter
Conclusions
pt. I Different service societies in Europe
2.Measuring economic tertiarisation: a map of various European service societies /​ Alexandra Wagner
Introduction
Indicators of employment in services
Sectoral and functional tertiarisation
The absolute level of tertiarisation
The structure of services
Country profiles
3.The incidence of new forms of employment in service activities /​ Mark Smith
Non-standard work and services
Service growth and non-standard work
Service jobs and access to work
4.Why do countries have such different service-sector employment rates? /​ Alexandra Wagner
Services and the cost disease
Household structures and services
Contents note continued: The welfare state, welfare state regimes, and services
The demand for services in manufacturing industry
Quality of the supply
Employment intensity in the service sector
Different development paths: societies with high and low volumes of market services
5.Services and the employment prospects for women /​ Alexandra Wagner
Tertiarisation, women's employment and part-time work - what do the data say?
Women's employment and the service society: the various configurations
Some political implications of the `high road'
Conclusion
pt. II The organisation of service work: an analysis of five sectors
6.The family, the state, and now the market: the organisation of employment and working time in home care services for the elderly /​ Colette Fagan
Gender, care, and welfare state regimes
The dynamics of change in the organisation of home care services
Contents note continued: The dynamics of change: findings from the organisational case studies
7.The reluctant nurses: labour shortage and recruitment crisis in the hospital sector - a comparison of Belgium, Italy, France, the Netherlands, Sweden and the United Kingdom /​ Christophe Baret
Theoretical framework based on societal analysis
Employment and working time organisation: figures and reforms
The evolution of employment and working time and the context of change
8.Work hard, play hard? Work in software engineering /​ Chantal Remery
Socio-economic environment and organisational structure
Employment profile and actual working-time patterns
Beyond the statistics: determining factors of IT work organisation and working time
9.Work organisation and the importance of labour markets in the European retail trade /​ Steffen Lehndorff
Contents note continued: The restructuring of the industry and of employment by the large retail companies
The influence of the labour supply on personnel strategies
Personnel management on the `shop-floor' - a tightrope act
10.Lean banking: retail and direct banking in France and Germany /​ Martine Pernod-Lemattre
International financial markets and the strategy of lean banking
Impact of national regulations on company strategies
The case studies: new forms of flexibility in call centres and branch offices
pt. III Common challenges
11.The shaping of work and working time in the service sector: a segmentation approach /​ Jill Rubery
Revisiting segmentation theory
Organisational employment practices: new requirements, and new conflicts and contradictions
Introducing the supply side: mutual interactions, path dependency and constraints on adjustment
Societal effects and segmentation
Contents note continued: Conclusions
12.The delegation of uncertainty: flexibility and the role of the market in service work /​ Dorothea Voss-Dahm
Flexibility through competition
Imposing markets on workers
The risks of flexibility
13.Can trade unions meet the challenge? Unionisation in the marketised services /​ Jeremy Waddington
Tertiarisation of labour and union membership
Changing conditions for collective organisation in services
Trade union challenges and the search for solutions
14.Diversity and regulation of markets for services /​ Jean Gadrey
The `pure' market is a normative myth
The utopia of a market without rules
The case of the labour market
The other markets: all regulated to a greater or lesser extent
Two types of justifications for rules
A society has the markets it creates for itself
Conclusion.