Unemployed job seekers' access to interactive service work

Purpose – The purpose of this paper is to consider the impact of the shift to a service‐based economy on the employability of unemployed job seekers, specifically focussing on skill acquisition and utilisation. The article considers the provision of training opportunities for unemployed people who are seeking to re‐enter the workplace, and whether such training is taking into account the skills demanded in interactive service work. The article also considers the views of unemployed people towards interactive service work. Design/methodology/approach – The study employs a qualitative approach drawing on interview and focus group data gathered from policymakers, training providers and unemployed job seekers. Findings – The data suggests there is little existing training provision for interactive service work for unemployed job seekers and that where it does exist it is not geared towards the skills demands of employers. It is also apparent from the research that unemployed job seekers hold a negative view of employment in the interactive service sector, due to both objective and subjective factors. Research limitations/implications – The research is limited to one geographical region and research in other regenerating cities could offer potentially different insights. Practical implications – The article enjoins with policy debates which are focussing on skills training to enhance employability, considering the importance of apposite skills training. The article also examines the practical and attitudinal barriers to employment that prevent many unemployed jobseekers from gaining access to service sector employment. Originality/value – The article offers a valuable contribution to ongoing debates surrounding access to employment in the service sector for unemployed job seekers.