Trends in service marketing are explored as they relate to strategic vision, operational and organizational changes, and marketing tactics. Discussion includes the need for a market-driven culture, the use of training and incentives, the role of product management, and the significance of "mood." (Author/AEF)

The AVMB (General Preparation for Society and Career) educational route was developed in the Netherlands for students with little interest in vocational offerings or with too few skills for vocational training. The program aims to equip young people with skills for simple service jobs through experiential and work-based learning. (SLD)

Public policy programs at universities are continuing to define and defend their institutional niche, influenced by new quantitative approaches of cost-benefit analysis and more analytic decision making. At least 50 institutions offer master's programs in public policy leading to jobs in government and industry. (DB)

When knowledge, skills, and abilities of four job classes (secretarial/clerical, managerial/administrative, professional/technical, service) were identified, 68% of those determined important for managerial/administrative were also important for secretarial/clerical. Job analysis proved useful in identifying possible career paths, and potential…

Most occupations are projected to experience sustained growth during the 1980s; service jobs will grow the fastest and white-collar jobs will provide the most openings. Prospects for more than 250 occupations are given here, along with each occupation's estimated employment in 1980. (Author/CT)

Three alternative sets of occupational employment projections for the 1978-90 period all show high growth for white collar and service categories but slow growth for blue collar workers and decreases among farm-workers. (Author)

A representative of a New York public service union discusses the role of his union in the education of workers. Focus is on the union's provisions for the educational needs of members, and changes in the workplace, particularly the trend away from industrial jobs to service occupations, for which union members must be prepared. (JMD)

This paper analyzes the distribution of power in street-level bureaucracies that deliver public services and critically examines the sources of this power. The mechanisms and political environment which allow street-level bureaucrats to make public policy are discussed in detail. (EB)

Reports on the state of strategic planning for education and training in service industries, manufacturing, retailing, and entertainment organizations. A questionnaire surveyed 200 training managers in organizations of over 5,000 employees headquartered primarily in the Pacific Northwest and revealed that strategic planning is becoming a priority.…

Occupational unionism as practiced by waitresses in the Hotel and Restaurant Employees International Union was characterized by emphasis on occupational identity, control over labor supply, portable rights and benefits, and peer determination of standards and discipline. Aspects of this form of unionism may hold promise for revitalizing the labor…

Although the incidence of contingent work--jobs that are structured to be short term or temporary--declined between 1995 and 1997, it continues to be more common among women, youth, students, part-time workers, and in the construction and services industries. Contingent workers are also found in both high- and low-skilled occupations. (Author/JOW)

This paper explores the results of applying a diagnostic questionnaire for measuring the dimensions of a learning organization in a resource squeezed service organization. The questionnaire was conducted as the first stage of an ethnographic study of workplace learning in an aged care organization. It was distributed to the 600 employees in nine…

Purpose: The purpose of this paper is to describe how Engestrom's "third generation" activity theory, with its emphasis on developing conceptual tools to understand dialogues, multiple perspectives and networks of interacting activity systems, has informed research into professional learning in multiagency service settings in England.…

At the beginning of the twentieth century one-third of black women worked; most did agricultural or domestic work. Gradually as employment benefits increased and anti-discrimination laws were enforced, work opportunities for black women became more varied and better paying. (VM)

Discusses the transformation of service industries since World War II into the number one element in the economy, emphasizing the role that technology has played. Addresses the need for service industries to become even more technology-intensive, in an effort to stabilize employment and make manufacturing in the United States more competitive. (TW)