Evidence from a range of sources suggests that customer abuse to service workers is a significant phenomenon. This article argues that a large part of customer abuse is endogenously created within the fabric of the service economy. Thirty book-length ethnographies were coded for relevant data and a fuzzy-set qualitative comparative analysis was undertaken. The findings show that frequent customer abuse is associated with a configuration of the promotion of customer sovereignty (at organizational, sectoral and national levels), the weak position of labour, the higher social status position of customers vis-à-vis workers and the structuring of service interactions as encounters.

Greening steel work: Varieties of Capitalism and the 'greening' of skills

60-75Following the agenda for partnership research set out recently in this journal, 'exemplar' case studies from the automotive and civil aviation industries are subject to the litmus (process) test of academic pluralists and the acid (outcomes) test of academic radicals. On both tests, the results have been disappointing, especially for trade unions and their members. However, while mutual gains from partnership agreements are not probable in a UK context, they are still possible, as comparative research in the civil aviation sector serves to illustrate.

Many traditional regions are being transformed as industries restructure. Paradoxically, the global economic downturn offers opportunities to innovate on policies to regenerate areas experiencing deindustrialisation, with one emerging focus being the development of ‘green skills’ to facilitate the transition of these places to ‘green economies’. In this article, we explore similar policy objectives (i.e. regeneration activity based (in part) on green economy transitions) across three deindustrialising/deindustrialised regions – Appalachia (United States), Ruhr (Germany) and the Valleys (South Wales) – to provide an account of the ways in which different regions with similar industrial pasts diverge in their approach to moving towards greener futures. Our argument is that the emphasis in such transitions should be the creation of ‘decent’ jobs, with new economic activity and employment initiatives embracing a ‘high road’ (i.e. high skill/high pay/high quality) trajectory. Utilising a ‘varieties of capitalism’ analysis, we contend that an effective, socially inclusive and ‘high road’ transition is more likely to emerge within co-ordinated market economy contexts, for example, Germany, than within the liberal market economy contexts of, for example, the United States and United Kingdom. In identifying the critical success factors leading to ‘high road’ green economy, the implications for any such transition within the liberal market economy context of Australia are highlighted.

Many traditional regions are undergoing change and transformation as industries restructure. The development of ‘green economies’ and the transition to a low-carbon economy offers areas experiencing industrial decline an opportunity to innovate around policies for regeneration. In this process, there is a necessary emphasis on skills development and the creation of decent jobs, but institutional context mediates such processes in different places in different ways. This article argues that an effective transition policy is more likely to emerge where a mutually reciprocal relationship is developed between the state qua government and the social groups that comprise the region, including employers and workers and their representatives. Utilising a ‘varieties of capitalism’ typology in relation to areas of industrial decline in Germany and the UK, the article illustrates the ways in which transition policies are elaborated and implemented, with an explicit focus on decent job creation.