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PurposeThe purpose of this paper is to consider the impact of the shift to a service‐based economy on the employability of unemployed job seekers, specifically focussing on skill acquisition and utilisation. The article considers the provision of training opportunities for unemployed people who are seeking to re‐enter the workplace, and whether such training is taking into account the skills demanded in interactive service work. The article also considers the views of unemployed people towards interactive service work.Design/methodology/approachThe study employs a qualitative approach drawing on interview and focus group data gathered from policymakers, training providers and unemployed job seekers.FindingsThe data suggests there is little existing training provision for interactive service work for unemployed job seekers and that where it does exist it is not geared towards the skills demands of employers. It is also apparent from the research that unemployed job seekers hold a negative view of employment in the interactive service sector, due to both objective and subjective factors.Research limitations/implicationsThe research is limited to one geographical region and research in other regenerating cities could offer potentially different insights.Practical implicationsThe article enjoins with policy debates which are focussing on skills training to enhance employability, considering the importance of apposite skills training. The article also examines the practical and attitudinal barriers to employment that prevent many unemployed jobseekers from gaining access to service sector employment.Originality/valueThe article offers a valuable contribution to ongoing debates surrounding access to employment in the service sector for unemployed job seekers.

AbstractThis article deploys the concept of "collaborative innovation" to discuss key stakeholders' and service users' experiences of innovative labor market inclusion services. We draw on work by Sørensen and Torfing (2011, 2016, 2017) to frame collaborative innovation as a distinctive approach to the coproduction of services that respond to user needs, and highlight the importance of governance and leadership practices that foster mutual learning and boundary spanning innovation. The article reports on 102 interviews with service users (in this case, unemployed lone parents) and 117 interviews with key stakeholders involved in local partnerships. We identify benefits from such collaborative approaches in terms of innovative service design and positive outcomes for service users. We conclude that policy makers should consider the potential added value of collaborative innovation in labor market inclusion.

Drawing on a study of a Scottish government initiative to ensure the provision of a living wage to social care workers, the article sheds new light on the value of regulating domestic supply chains to enhance labour standards in supplier organisations, and the factors that facilitate and hinder such regulation. The study confirms that supply chains driven by monopsonistic purchasers tend to drive down employment conditions, while indicating that the studied initiative met with a good deal of success due to a combination of the government generated 'soft' regulation and support from care providers that reflected both value and pragmatic considerations. It also highlights the contradictory tensions that can arise between policy aspirations and business objectives and suggests that to be effective, initiatives to enhance labour standards in supply chains need to address adverse market dynamics.

Drawing on a study of a Scottish government initiative to ensure the provision of a living wage to social care workers, the paper sheds new light on the value of regulating domestic supply chains to enhance labour standards in supplier organisations, and the factors that facilitate and hinder such regulation. The study confirms that supply chains driven by monopsonistic purchasers tend to drive down employment conditions, while indicating that the studied initiative met with a good deal of success due to a combination of the government generated 'soft' regulation and support from care providers that reflected both value and pragmatic considerations. It also highlights the contradictory tensions that can arise between policy aspirations and business objectives and suggests that to be effective, initiatives to enhance labour standards in supply chains need to address adverse market dynamics.

Policymakers in liberal welfare states like the UK have prioritised extending the reach of compulsory activation to target vulnerable jobseeker groups, such as lone parents. However, such interventions – especially when combined with intensified welfare conditionality – appear to have had limited positive effects on lone parents' employability, while often negatively impacting wellbeing. This article argues that the problem is a disconnect between the complex barriers to employability faced by lone parents (including their need to balance work and caring) and the content of 'work-first' activation favoured by successive UK Governments. We report positive findings from in-depth interviews with lone parents and key stakeholders involved in more person-centred, non-compulsory local employability services. Multi-agency service delivery, collaborative governance and a clear role for user voice in programme design were important facilitators of positive experiences. Our analysis points to the need for services that empower lone parents to make choices to progress towards employment while supporting family life.

Drawing on a study of a Scottish government initiative to ensure the provision of a living wage to social care workers, the paper sheds new light on the value of regulating domestic supply chains to enhance labour standards in supplier organisations, and the factors that facilitate and hinder such regulation. The study confirms that supply chains driven by monopsonistic purchasers tend to drive down employment conditions, while indicating that the studied initiative met with a good deal of success due to a combination of the government generated 'soft' regulation and support from care providers that reflected both value and pragmatic considerations. It also highlights the contradictory tensions that can arise between policy aspirations and business objectives and suggests that to be effective, initiatives to enhance labour standards in supply chains need to address adverse market dynamics.

Drawing on a study of a Scottish government initiative to ensure the provision of a living wage to social care workers, the article sheds new light on the value of regulating domestic supply chains to enhance labour standards in supplier organisations, and the factors that facilitate and hinder such regulation. The study confirms that supply chains driven by monopsonistic purchasers tend to drive down employment conditions, while indicating that the studied initiative met with a good deal of success due to a combination of the government generated 'soft' regulation and support from care providers that reflected both value and pragmatic considerations. It also highlights the contradictory tensions that can arise between policy aspirations and business objectives and suggests that to be effective, initiatives to enhance labour standards in supply chains need to address adverse market dynamics. ; Publisher PDF ; Peer reviewed

Policymakers in the UK have promised to deliver personalised employability services for vulnerable jobseekers. However, unemployed people often describe their engagement with state-funded services as defined by: the offer of low cost, standardised job search services; and pressure to accept any job, irrespective of quality or appropriateness. This article argues that more progressive, co-produced alternatives are possible. We draw on an evaluation of local, third sector-led services targeting lone parents (LPs) in five local government areas in Scotland. Our research involved more than 100 in-depth interviews with both service providers and LPs. We find that partnership-oriented co-governance mechanisms facilitated collaborative approaches to the management of services and processes of co-production. LPs expressed positive views of the personalised services that were co-produced. We conclude that a commitment to collaboration and co-production may be more effective in promoting personalised services that are responsive to the needs of vulnerable groups.

Policymakers have promised a personalised approach to improving the employability of disadvantaged groups. The evidence suggests that contracted-out activation programmes in the UK and some other welfare states have instead sometimes delivered a standardised 'work-first' model. An alternative approach is exemplified in local employability services targeting lone parents in Scotland, led by third sector–public sector partnerships. Our research on these services suggests a link between programme governance (defined by flexible funding and collaborative partnership working) and effective street-level practice (where caseworkers and users co-produce services to empower parents). The article concludes by identifying lessons for the coproduction of future employability services.

Policy‐makers claim to support personalized approaches to improving the employability of disadvantaged groups. Yet, in liberal welfare states, mainstream activation programmes targeting these groups often deliver standardized, low‐quality services. Such failures may be related to a governance and management regime that uses tightly defined contracting and performance targets to incentivize (mainly for‐profit) service providers to move people into any job as quickly as possible. This article draws on evidence from third sector/public sector‐led services in Scotland to discuss an alternative approach. These services co‐produced personalized support in partnership with disadvantaged service users (in this case vulnerable lone parents). We suggest that, in this case, street‐level co‐production and personalization were facilitated by co‐governance and co‐management in the design and organization of provision. We conclude by identifying lessons for future employability services.

Policymakers in liberal welfare states like the UK have prioritised extending the reach of compulsory activation to target vulnerable jobseeker groups, such as lone parents. However, such interventions – especially when combined with intensified welfare conditionality – appear to have had limited positive effects on lone parents' employability, while often negatively impacting wellbeing. This article argues that the problem is a disconnect between the complex barriers to employability faced by lone parents (including their need to balance work and caring) and the content of 'work-first' activation favoured by successive UK Governments. We report positive findings from in-depth interviews with lone parents and key stakeholders involved in more person-centred, non-compulsory local employability services. Multi-agency service delivery, collaborative governance and a clear role for user voice in programme design were important facilitators of positive experiences. Our analysis points to the need for services that empower lone parents to make choices to progress towards employment while supporting family life.

Policymakers in the UK have promised to deliver personalised employability services for vulnerable jobseekers. However, unemployed people often describe their engagement with state-funded services as defined by: the offer of low cost, standardised job search services; and pressure to accept any job, irrespective of quality or appropriateness. This article argues that more progressive, co-produced alternatives are possible. We draw on an evaluation of local, third sector-led services targeting lone parents (LPs) in five local government areas in Scotland. Our research involved more than 100 in-depth interviews with both service providers and LPs. We find that partnership-oriented co-governance mechanisms facilitated collaborative approaches to the management of services and processes of co-production. LPs expressed positive views of the personalised services that were co-produced. We conclude that a commitment to collaboration and co-production may be more effective in promoting personalised services that are responsive to the needs of vulnerable groups.

This article contributes to ongoing debates about soft skills in front-line interactive service work in considering employability in the UK retail sector. It recognizes how UK government policy has emphasized the importance of qualifications in enhancing employability. However, it suggests that for front-line work in retail it is soft skills that are required to access entry-level jobs. The article notes how these soft skills have traditionally been dominated by debates about emotional labour. Drawing on a survey of 173 clothing, footwear and leather goods retailers, the article argues for a need to recognize the broadening of soft skills to also include aesthetic labour. The article concludes by discussing the implications of the broadening of soft skills with regard to policy initiatives to encourage the long-term unemployed into the retail sector.