Overview

Editors

Nils Timo
Griffith University, Australia

Peter Haynes
University of Auckland, New Zealand

This special edition of Journal of Management & Organization on work and services is timely given that the Australian Parliament House Standing Committee on Economics, Finance and Public Administration is currently conducting an inquiry into the current and future directions of Australia's growth in services. Global Service Sector Management yields new insights and highlights the rich tapestry that is the modern service workplace. The diversity and complexity of services is illustrated in the choice of papers in this special edition and provides insight into such issues as:

• Theoretical dimensions that provide a useful focus for understanding and describing service organizations
• The importance of gender and emotional labour in the service production-consumption process-highlighting the importance of emotion in the service encounter mediated by gender and culture
• A social exchange perspective to organisational relationships and employee acceptance of change in service SME's, highlighting the importance of communication, feedback and employee consultation mechanism to delivering effective workplace change
• The growth in and structure of franchising and implications for service HR practices
• The service workplace and space
• Managerial strategy and workplace bargaining choices
• This special issue will also be available as a course reader. Course coordinators are invited to contact the publisher for an evaluation copy.

Table of Contents

EDITORIAL: Towards knowledge-customer centered services? - Nils Timo

Importance of industrial services and service innovations - Marion Weissenberger-Eibl and Daniel Jeffrey Koch

Gender and the under-expression of friendliness in the service context - Alexandra Luong

Organisational relationship quality and service employee acceptance of change in SMEs: A social exchange perspective - Rod Farr-Wharton and Yvonne Brunetto

Factors influencing governance choice and human resource management within services franchising networks - Scott Weaven and Carmel Herington

How do large Australian and Swiss banks implement downsizing? - Franco Gandolfi

Working within the front-of-house/back-of-house boundary: Room attendants in the hotel guest room space - Bronwyn Boon

Unmasking re-regulation in the luxury hotel sector - Angela Knox