Working conditions in interactive (service) work

The working conditions in interactive (service) work have been increasingly subject to investigation in recent decades. Different streams of literature have not only identified particularities of interactive service work compared to production work, but also put forward how these particularities impact on employees’ working conditions and outcomes. Such literature stresses the ambiguous role and presence of customers within the service triangle, generating specific job demands. Despite such research, interactive (service) work has remained a rather marginal topic in international debates on working conditions, job quality and work outcomes of employees. In this session, we want to contribute to strengthening the importance of the topic on the international research agenda. This is essential in the changing world of work, with job growth in Europe particularly happening in services where interactive tasks are widespread but possibly subject to change in the era of digitization.