Conformity, replication of design and business niches

Conformity affects the choice and design of organizations; conformists replicate successful strategies, play along with the rules of the game and display inert behavior. Conformity leads to the dominance of one mode. The combined impact of conformity and inertia, and the existence of employment costs, switching costs and network externalities, may exclude equally or superior efficient modes from replacing the incumbent mode (the first mover). Unable to overcome these barriers to entry, efficient maverick organizations are forced into niches. This is illustrated with respect to niches formed by labor-managed firms and ethnic businesses.

Indirect discrimination and the worker-carer: It's just not working

Although initially Australia saw some high-profile successes in antidiscrimination cases for workers with family responsibilities, recent trends in appellate decisions such as Schou suggest that indirect discrimination concepts do not succeed for workers with family responsibilities. The limitations of an individual complaint model to address systemic disadvantage such as that experienced by ‘workercarers’ is simply in too much tension with entrenched expectations surrounding the contract of employment and the ‘ideal’ or ‘unencumbered’ worker. A re-imagining of the employment relationship and the role of the employer will be necessary to achieve substantive equality for workers with family responsibilities.

A comparative analysis of opinions of Americans, Australians and Malaysians on the use of biometric devices in workplaces for security and monitoring of worker productivity

Since the September 11, 2001 terrorist attacks in New York, the use of biometric devices such as fingerprint scans, retina and iris scans and facial recognition in everyday situations for national security and border control, have become commonplace. This has resulted in the biometric industry moving from being a niche technology to one that is ubiquitous. As a result. more and more employers are using biometrics to secure staff access to their facilities as well as for tracking staff work hours, maintaining 'discipline' and carry out surveillance against thefts. detecting work hour abuses and fraud. However, the data thus collected and the technologies themselves are feared of having the potential for and actually being misused - both in terms of the violating staff privacy and discrimination and oppression of targeted workers. This paper examines the issue of using biometric devices in organisational settings their advantages, disadvantages and actual and potential abuses from the point of view of critical theory. From the perspectives of Panoptic surveillance and hegemonic organisational control, the paper examines the issues related to privacy and identification, biometrics and privacy, biometrics and the 'body', and surveillance and modernity. The paper also examines the findings ofa survey carried out in Australia. Malaysia and the USA on respondents' opinions on the use of biometric devices in everyday life including at workplaces. The paper concludes that along with their applications in border control and national security, the use of biometric devices should be covered by relevant laws and regulations. guidelines and codes of practice. in order to balance the rights to privacy and civil liberties of workers with employers' need for improved productivity, reduced costs, safeguards related to occupational health and safety, equal opportunity, and workplace harassment of staff and other matters, that employers are legally responsible for.

Productivity and the knowledge worker

The industrial age of Taylor and Ford transformed the landscape of office buildings. Office spaces were very uniform and highly supervised. People were units of production. Their work activities were routine. Work study, or "time and motion" studies measured outputs.

The current "information age" way of working, combined with major demographic shifts in the workforce (Gen-Xers, career-shifting Baby Boomers and a greater number of women and minority ethnic groups in the workforce), requires major changes in how to support service industry productivity. The motivations of knowledge workers are very different from those of the industrial age worker. Commitment to the organisation has gone as a result of business re-engineering processes that increased productivity but at the expense of job security. Workers are more likely to be "goal-focussed" rather than "prevention focussed" (Meyer et al 2004 2 ) meaning that instead of doing only what is necessary to retain their job, workers actively seek more meaningful work that matches their personal value systems. They even want to have fun at work!

What contribution can the workplace make to support this work and increase productivity? Surveys have indicated that workers spend more than 75% of their time in their own office space with more than half of that time spent in concentrated work. Concentrated work requires quiet with few distractions, yet workers report that distractions are probably the biggest problem hampering their productivity. What are the current workplace solutions to office space usage? Probably the worst option for distractions is frequently used – open-plan offices, which are a more cost-effective use of space, but at the potential expense of productivity. Visioning architects such as Duffy (1999)3 advocate quiet spaces ("dens") where workers can decamp to carry out their concentrated work. But is this workspace as efficient for the worker – who may have to transport materials back and forth?

Workers know what they need to support their productivity best. On the rare occasions when the staff have been given the opportunity to configure their work-settings, high productivity increases result. Besides noise, environmental quality is perceived as a key factor influencing productivity. Stuffy workplaces generate lethargy. Greater worker satisfaction with their workplace is reported when they have more individual control over the environment.

We need to seriously question the "one-size-fits-all" office building with cellular layouts. Workers need to be involved in the design and fit-out. They need personal control over their environment and an organisation that can support their individual aspirations and values. A number of interventions that could generate significant improvements in knowledge work productivity are proposed.

Exploring the relationship between customer loyalty to the service worker and customer citizenship behaviors to the service organization

This paper conceptualizes the positive relationship between customer loyalty to the service worker (personal loyalty) and customer citizenship behaviors to the service organization including: positive word of mouth; suggestions for improvements; customer participation in activities; benevolent acts of service facilitation; customer policing; customer flexibility; customer voice and displays of relationship affiliation.

Exploring the role of relationship variables in predicting customer voice to a service worker

Customers’ perceptions of service workers’ trustworthiness and power, and their commitment to the service worker were investigated as possible determinants of the likelihood of customer voice directly to the service worker in the event of a service failure. Set in the context of hairdressing salons, it was found that hair stylists’ perceived trust (benevolence and credibility) and expert power were positively associated with clients’ intention to voice. By contrast, the level of coercive power hair stylists were perceived to have was negatively associated with intentions to voice. Hair stylists’ perceived benevolence was the strongest predictor of client voice.

Job satisfaction versus office environment : influences on academic knowledge worker productivity

This research paper provides a more encompassing review of self-assessment of a variety of knowledge worker activities, as well as providing the basis for these self assessments. A novel aspect is the inclusion of motivational affects which are considered alongside work environment influences on productivity. A questionnaire was administered on 25 academics. The group was questioned for their perceptions of their productivity for a range of their everyday activities and what areas of their work environment enhanced or disrupted their productivity. Job satisfaction was also assessed. The results from a series of self-assessments show that on the whole, the sample perceive themselves to be reasonably to very productive in all tasks undertaken. Staff satisfaction measures are generally very positive with collaboration and job enjoyment being motivational factors for this group. Noise levels, thermal conditions, poor lighting and a lack of storage seem to be the biggest inhibitors of productivity. Having a window to look out of and access to natural light seem to enhance an academics view of their productivity.