A changing world of work. What can we learn from the service sector about employing Millennials (and Gen Z)?

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In this paper, we consider the experience of what we might call the millennial or Gen Z ‘frontline’, the sectors of the economy that absorbs by far the largest number of young people as the location of their first job experience. We consider what lessons the experience of frontline service work (FLSW) can give other sectors who employ millennials and their successors into the workplace, Gen Z and propose ways forward based on these lessons.
Original languageEnglish
Number of pages23
JournalOrganizational Dynamics
Early online date2 May 2019
Publication statusE-pub ahead of print - 2 May 2019


  • service sector
  • millennials
  • Gen Z
  • workforce

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