‘Empowerment’ or ‘Degradation’? Total Quality Management and the Service Sector

Abstract

The aim of this chapter is to discuss the introduction of Total Quality Management (TQM) to paid employment within the service sector of the British economy. Following a brief review of existing literature on, and research into, the phenomenon of service sector TQM, the paper will draw upon original ethnographic research carried out by the author within the service sector of north-eastern England. An analysis will be undertaken of the nature and experience of work within two service sector organizations, where TQM had been introduced prior to the research process.