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Algorithmic Decision-Making in Service Work
An Analysis of Changing Job Autonomy- Authors:
- Series:
- Arbeit, Digitalisierung und Organisation, Volume 3
- Publisher:
- 04.12.2024
Summary
Far-reaching transformations in the world of work are being discussed vividly under the term ‘artificial intelligence’. Questions are arising about the changing role of humans in work processes and their freedom to determine work content and conditions. This book explores these potential areas of conflict and examines how algorithmic decision-making systems influence the job autonomy of service workers. Using case studies from outpatient care and banking services, this book shows under which organisational conditions positive experiences of autonomy are enabled. Dr Gina Glock is a work sociologist, who researches the interplay of work and digitalisation.
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Bibliographic data
- Publication year
- 2024
- Publication date
- 04.12.2024
- ISBN-Print
- 978-3-7560-1013-4
- ISBN-Online
- 978-3-7489-4666-3
- Publisher
- Nomos, Baden-Baden
- Series
- Arbeit, Digitalisierung und Organisation
- Volume
- 3
- Language
- English
- Pages
- 401
- Product type
- Book Titles
Table of contents
ChapterPages
- Titelei/Inhaltsverzeichnis Pages 1 - 16 Download chapter (PDF)
- 1.1. The necessity of a sociological lens on AI Download chapter (PDF)
- 1.2. Avoiding confusion: workers' autonomy and machine automation Download chapter (PDF)
- 1.3. Framing job autonomy in the organization of work Download chapter (PDF)
- Relation to job motivation Download chapter (PDF)
- Relation to personal and organizational outcomes Download chapter (PDF)
- Employment situation Download chapter (PDF)
- Who is (not) working autonomously? Download chapter (PDF)
- 2. Research objective and structure Pages 48 - 52 Download chapter (PDF)
- 3.1. From AI to algorithmic decision-making Download chapter (PDF)
- 3.2. Differentiating affected tasks Download chapter (PDF)
- Augmenting-Complementing ADM Download chapter (PDF)
- Automating-Substituting ADM Download chapter (PDF)
- 3.4. Excursus: Digitalization, ADM, and AI in figures Download chapter (PDF)
- 4.1. Call for conceptual renewal Download chapter (PDF)
- Definition Download chapter (PDF)
- In context Download chapter (PDF)
- Definition Download chapter (PDF)
- In context Download chapter (PDF)
- Definition Download chapter (PDF)
- In context Download chapter (PDF)
- Definition Download chapter (PDF)
- In context Download chapter (PDF)
- Definition Download chapter (PDF)
- In context Download chapter (PDF)
- Definition Download chapter (PDF)
- In context Download chapter (PDF)
- Definition Download chapter (PDF)
- In context Download chapter (PDF)
- 5.1. Rationalization at its core: minimizing job autonomy and direct control Download chapter (PDF)
- 5.2. Exploiting the subject: granting job autonomy and indirect control Download chapter (PDF)
- 5.3. Digital Taylorism: Just old wine in new bottles? Download chapter (PDF)
- 5.4. Corporate strategies as drivers between technology and job autonomy Download chapter (PDF)
- 5.5. Expectations of ADM in service work and missing pieces Download chapter (PDF)
- 6. Objective Download chapter (PDF)
- 7.1. A question of operationalization Download chapter (PDF)
- Method Autonomy Download chapter (PDF)
- Criteria Autonomy Download chapter (PDF)
- Scheduling Autonomy Download chapter (PDF)
- Working Time Autonomy Download chapter (PDF)
- Locational Autonomy Download chapter (PDF)
- Interactional Autonomy Download chapter (PDF)
- 7.3. Calculation, sample, and variable description Download chapter (PDF)
- 8.1. By service branch and task type Download chapter (PDF)
- 8.2. By selected socio-economic aspects Download chapter (PDF)
- 8.3. By selected ADM aspects Download chapter (PDF)
- 8.4. Changes between 2012 and 2018 Download chapter (PDF)
- 9. Limitations Download chapter (PDF)
- 10. Summary: solidified polarizations, less intensity for some Download chapter (PDF)
- 11. Objective Download chapter (PDF)
- 12.1. What is a case? Download chapter (PDF)
- 12.2. Data collection Download chapter (PDF)
- 12.3. Interview initiation and conduction Download chapter (PDF)
- 12.4. Data preparation and analysis Download chapter (PDF)
- 13.2.1. Retrospective: What do we know so far? Download chapter (PDF)
- 13.2.2. Employment, content & work demands Download chapter (PDF)
- 13.2.3. Job autonomy in (outpatient) care & technology use Download chapter (PDF)
- 13.2. Case summary Download chapter (PDF)
- 13.3. On company and employees Download chapter (PDF)
- 13.4.1. Basic functional spectrum Download chapter (PDF)
- 13.4.2. Elements of learning ADM Download chapter (PDF)
- 13.5.1. Overall evaluation Download chapter (PDF)
- Task Autonomy Download chapter (PDF)
- Information access and standardization (+) Download chapter (PDF)
- Lower work quantity (+) Download chapter (PDF)
- Method Autonomy Download chapter (PDF)
- Execution of care work unaffected (+) Download chapter (PDF)
- Deviation from system instructions (+) Download chapter (PDF)
- Reminder feature (+) Download chapter (PDF)
- Criteria Autonomy Download chapter (PDF)
- Higher sense of security (+) Download chapter (PDF)
- Better results in tour planning (+) Download chapter (PDF)
- Reliance on planning and information (–) Download chapter (PDF)
- Nuances of performance measurement (–) Download chapter (PDF)
- Scheduling Autonomy Download chapter (PDF)
- Time gains (+) Download chapter (PDF)
- Sequence of tasks unaffected (+) Download chapter (PDF)
- Work speed unaffected (+) Download chapter (PDF)
- Higher predictability of the tour (+) Download chapter (PDF)
- Breaks unaffected (+) Download chapter (PDF)
- Sequence of clients given (–) Download chapter (PDF)
- Working Time Autonomy Download chapter (PDF)
- Gains in time off work (+) Download chapter (PDF)
- Higher predictability of work schedule (+) Download chapter (PDF)
- Risk of delimitation (–) Download chapter (PDF)
- Locational Autonomy Download chapter (PDF)
- Information at PoC (+) Download chapter (PDF)
- Location-independent administrative tasks (+) Download chapter (PDF)
- New meaning of office (+) Download chapter (PDF)
- Home as place, start and end of work (+) Download chapter (PDF)
- Interactional Autonomy Download chapter (PDF)
- Higher quality of information and communication (+) Download chapter (PDF)
- Administrative tasks away from client (+) Download chapter (PDF)
- Support from colleagues (+) Download chapter (PDF)
- Patchy synchronization Download chapter (PDF)
- Missing functions Download chapter (PDF)
- Usability issues Download chapter (PDF)
- Manual corrections Download chapter (PDF)
- System coverage Download chapter (PDF)
- 13.7. Impact and conditions of changed job autonomy Download chapter (PDF)
- 14.2.1. Retrospective: What do we know so far? Download chapter (PDF)
- 14.2.2. Employment, work organization & perpetual structural change Download chapter (PDF)
- 14.2.3. Job autonomy in banking services & technology use Download chapter (PDF)
- 14.2. Case summary Download chapter (PDF)
- 14.3. On company and employees Download chapter (PDF)
- 14.4.1. Basic functional spectrum Download chapter (PDF)
- 14.4.2. Elements of learning ADM Download chapter (PDF)
- 14.5.1. Overall evaluation Download chapter (PDF)
- Task Autonomy Download chapter (PDF)
- Supplementation of task variability (+) Download chapter (PDF)
- Holism of advisory service increased (+) Download chapter (PDF)
- Less workload in client selection (+) Download chapter (PDF)
- Non-transparency and missing information (–) Download chapter (PDF)
- Higher workload with passive/new clients (–) Download chapter (PDF)
- Higher workload for advisors, not seniors (–) Download chapter (PDF)
- Method Autonomy Download chapter (PDF)
- Options for action expanded by recommendation (+) Download chapter (PDF)
- Execution of advisory work unaffected (+) Download chapter (PDF)
- Semi-prescriptive following of system instructions (–) Download chapter (PDF)
- Criteria Autonomy Download chapter (PDF)
- Support for target achievement (+) Download chapter (PDF)
- Replacement of campaign system (+) Download chapter (PDF)
- Work through an infinite to-do list (–) Download chapter (PDF)
- The question of control (–) Download chapter (PDF)
- Scheduling Autonomy Download chapter (PDF)
- Time gains (+) Download chapter (PDF)
- More independent prioritization, mid-term (+) Download chapter (PDF)
- Work speed and breaks unaffected (+) Download chapter (PDF)
- Sticking to the right timing, short-term (–) Download chapter (PDF)
- Parallelism of tasks (–) Download chapter (PDF)
- Dealing with unpredictability (–) Download chapter (PDF)
- Working Time Autonomy Download chapter (PDF)
- Flexibility demands (–) Download chapter (PDF)
- Locational Autonomy Download chapter (PDF)
- Remote work optional (+) Download chapter (PDF)
- Decisive client demand (–) Download chapter (PDF)
- Competition with online branch (–) Download chapter (PDF)
- Interactional Autonomy Download chapter (PDF)
- More individualized advisory services (+) Download chapter (PDF)
- Facilitated teamwork (+) Download chapter (PDF)
- Emotional demand with new clients (–) Download chapter (PDF)
- Risk of non-acceptance Download chapter (PDF)
- 14.7. Impact and conditions of changed job autonomy Download chapter (PDF)
- 15. Experts' views: pending issues and power imbalance Download chapter (PDF)
- 16. Limitations Download chapter (PDF)
- Impact on seven dimensions of job autonomy Download chapter (PDF)
- Effects and conditions of autonomy-enhancing technology use Download chapter (PDF)
- Interplay of technology use and interaction work Download chapter (PDF)
- 18.1. Less and highly autonomous services: distinct yet converging Download chapter (PDF)
- 18.2. Assisting, augmenting, automating … liberating? Download chapter (PDF)
- 18.3. The distinctive features of learning ADM Download chapter (PDF)
- 19. Corporate strategies becoming tangible Download chapter (PDF)
- 20. Outlook and reflections Download chapter (PDF)
- Appendix - Introduction - Part I Download chapter (PDF)
- Appendix - Part II Download chapter (PDF)
- Appendix - Part III Download chapter (PDF)
- References Download chapter (PDF)
