This article summarizes projections from the first national industry-occupation matrix to be developed on the basis of staffing patterns from the Occupational Employment Statistics Surveys. Discussed is employment growth for white-collar and blue-collar occupations. (CT)

Reviews the work of Howard S. Becker who, in the 1950s, analyzed teaching as a service occupation and drew parallels with other such occupations in terms of worker-client relationships and authority structures. (SJL)

Explores how professional education for public service careers must change to meet the new demands of a society that expects its services to be more customer-focused. Proposes eight principle of good teaching practice that would improve the instructional approaches used in public service education and promote the development of leadership…

From 1988 to 1996, employment in high-technology industries shifted toward services. Growth in these industries accounted for all of the net increase in research and development employment in the United States. (SK)

As in developed countries, China's service sector has become the main job creator, the country's labor force is better educated, and the average age of the employed is rising. Driving those phenomena are a fast-paced employment restructuring and a growing private enterprise at the expense of state and collective ownership. (Author)

Analysis of 1994-95 data on customer service representatives in 303 banks revealed a positive relationship between high-involvement work practices (quality circles) and extensive use of information technology (IT) to support sales. Use of IT to automate routine processes and no quality circles were associated with lower wages. (Contains 55…

Discusses job displacements and layoffs from 1983-87. Reports that, despite more layoffs in the service sector, the displacement picture has improved. (JOW)

Suggests a particular way to think about the issue of quality in training, an approach that relates quality to customer satisfaction. Distinguishes between training efforts that are good but not as complete as one would like and those that are second rate. (JOW)

Examines the connections among service employment, occupational structure, and distribution of earnings in the 130 largest U.S. metropolitan areas. Concludes that service sector employment increases earnings inequality for men and women through disparities created by high and low earners, respectively. Contains 61 references. (SV)

Data from 622 workers (83% in hospitals, 17% banks) showed that workers who perform emotional labor (requiring public contact and production of emotional state in customers) are no more likely to suffer emotional exhaustion, especially those with higher job autonomy. Women and those with high autonomy express more job satisfaction. Self-selection…

The dual system of vocational education and apprenticeship in Germany originated in the crafts sector, with predominantly male participation. As the services sector rapidly expands, the question arises whether small businesses in this sector will be able or willing to follow the dual system. (Contains 55 references.) (JOW)

Analyses whether the participation of workers in general, sector-specific, and firm-specific training affects their expectations on job mobility within or outside the call centres sector. Distinguishes between the perceived difficulty to find an equally attractive job and the inclination to quit for another job. Employing data on 525 call centre…

A study of women migrant domestic workers in the USA and their reasons for participating and persisting in community-based literacy and ESOL programmes is presented. Case studies and themes were developed about the women's experiences of work life and how it connected to their programme participation. The findings revealed that the women had…

One of four teaching guides published by the Houston Independent School District for teacher use in developing career education units in the classroom, this document provides a teaching unit for five career areas: environmental control, public service, health, hospitality/recreation, and personal services. In each area, the behavioral objectives,…

This annotated bibliography focuses on contemporary sources that address customer service in these changing times, as the service is influenced by business communication activities and skills. Twelve selections are presented. The annotations date from 1980 to 1989. (NKA)