Ignorant Theory and Knowledgeable Workers: Interrogating the Connections between Knowledge, Skills and Services

By P. Thompson, Chris Warhurst, G. Callaghan. 2001

286 citations recorded by the source corpus.

Subfields: General Health Professions, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/5b73838c3a6380295d22170f3635dfc450068cff

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In General Health Professions

1. P. Thompson
2. Chrissie Smith
3. Chris Warhurst
4. P. Elias
5. W. Lam
6. K. Purcell
7. Xu Huang
8. Sharon Bolton

In Sociology and Political Science

1. P. Thompson
2. Chrissie Smith
3. Chris Warhurst
4. Simon C. H. Chan
5. P. Elias
6. Michelle Brown
7. W. Lam
8. J. Benson

Citations in the corpus

• The joint effect of leader–member exchange and emotional intelligence on burnout and work performance in call centers in China (2010, background): “Social skills are the most critical skills for service workers to manage customer relationships (Thompson, Warhurst and Callaghan 2001 ), ‘Rather than exerting physical labor to manufacture a product, the service labor process involves the use of emotional labor to manufacture relationships’ (Deery”
• Disconnected Capitalism: Or Why Employers Can't Keep Their Side of the Bargain (2003, background): “That latter point reinforces arguments made elsewhere that a further limit to the trade-off is that many of the new skills valued by employers are generic social competencies that are difficult to certificate and have limited labour market purchase (Thompson et al., 2001).”
• Measuring knowledge worker productivity (2004, background): “Many researchers believe that adjusting measurement systems to all the different types of KWs will be a big challenge once measurement systems are implemented (Davenport et al., 2002; Thompson et al., 2001; Dove, 1998; Thomas and Baron, 1994; Ray and Sahu, 1989).”
• Assessing the growth of remote working and its consequences for effort, well‐being and work‐life balance (2017, unknown): “In this ‘knowl-edge economy’, more emphasis is placed on educated professionals who access bodies of theoretical, specialised and abstract knowledge, and so add value not with their hands, but with their heads (Drucker, 1959; for a critique, see Thompson et al. , 2001).”
• Mapping knowledge in work: proxies or practices? (2006, methodology): “Yet their employees use few thinking skills: ICT is required for (customer) information transfer and input based on keyboard and screen template usage rather than knowledge-driven innovation of either product or process (Thompson et al., 2001).”
• Knowledge workers: what keeps them committed; what turns them away (2007, background): “The critical management literature has questioned the growth in this type of work (Alvesson, 2004; Fleming et al., 2004; Sewell, 2000; Thompson and Warhurst, 1998; Thompson et al., 2001).”
• Managing in the creative industries: Managing the motley crew (2009, background): “Uncertainty is seen as a characteristic of all economic production, and the ‘inherent unknowability’ identified by Caves (2000) characteristic of business start ups, or the progress from micro- and small-sized enterprises in emerging markets (Thompson et al., 2001; Warhurst, forthcoming).”
• Is Mass Higher Education Working? Evidence from the Labour Market Experiences of Recent Graduates (2004, background): “…fairly lowlevel substantive expertise or management/strategic responsibility come close to exemplifying the expanding area of interactive service where the balance of skills required is weighted towards interpersonal and ‘aesthetic’ skills rather than ‘thinking’ skills (Thompson et al ., 2001).”
• The double indeterminacy of labour power (2006, background): “Common or best practices, benchmarking, standardization of machinery and production diminish company-specific pockets of unique skills (Thompson et al., 2001).”
• Beyond Words: Aesthetic Knowledge and Knowing in Organizations (2007, background): “While this literature focuses on aesthetic knowledge and labour narrowly in terms of workers’ self-presentation (i.e. language, dialect, dress code, manners, style and body shape: Thompson et al. 2001: 937), it draws attention to an experiential dimension to organizational life.”