Low productivity within service industries has been a major concern, but this situation is unlikely to improve without a general change in the way productivity is measured and managed. This paper aims to illustrate the value of stepwise data envelopment analysis (DEA) for measuring and...

The paper paints a portrait of service industry workers who are outside the institutional parameters of industrial relations. It considers the effects of hard work on the personal horizons of the working poor. By asking workers to describe target earnings and what a ‘better job’ means...

This article examines the outcomes of implementing functional flexibility for employers and employees. The use of functional flexibility is normally associated with improving efficiency. However the findings reported here, drawn from four case studies, show evidence of positive outcomes for both...