Title: Reflection on Article and Personal Reflection

Course Name: MGT5374 Contemporary Issues in Work and Employment

Word Count: 3270
Referencing System: Harvard
Student Name: Silvia Pandiangan
GUID: 2826744S
Article: Nickson, D., Price, R., Baxter-Reid, H. and Hurrell, S.A. (2017). ‘Skill
requirements in retail work: The case of high-end fashion retailing’, Work, Employment
and Society, 37(4), pp. 692–708.

1
PART I JOURNAL ARTICLE REFLECTION

Introduction
This essay is a reflection on Nickson et al. (2017) study article 'Skill requirements in retail work:
The case of high-end fashion retailing,' which was published by the Journal Work, Employment,
and Society. The essay is divided into three sections: a brief summary of the research output, a
reflection on the research article, and a reflection on the research broader topic.

1. Summary of The Research Output

Nickson et al. (2017) investigated the skill requirements of high-end fashion retail employees.
The qualitative research was conducted in Edinburgh and Glasgow, with data gathered through
interviews with managers, supervisors, and employees from fifteen high-end fashion retail
brands. The article makes an important contribution by demonstrating the complexities of
analysing service work skill requirements and, as a result, refining Cockburn's typology. The
study fits into larger debates in modern employment and job research, such as the concept of
gap skills and the changing nature of work.
The study's key findings were that success in high-end fashion retailing requires a variety of
skills, including customer service, product knowledge, interpersonal skills, and commercial
awareness. The authors contend that in the retail industry, these skills are frequently
undervalued and overlooked and that training and development programmes could be used to
improve the quality of retail work. The findings are intriguing and significant because they
challenge the popular perception of retail work as low-skilled and suggest that more
investment in retail employee training and development is required. The authors relate their
findings to broader debates by emphasising the role of policymakers and employers in
improving retail job quality and closing the skills gap.
Overall, the research of Nickson et al. (2017) provides valuable insights into the skill
requirements of retail work in the high-end fashion industry. The authors use an appropriate
methodology to investigate the complexities of the issue and present significant findings that

2
challenge the traditional view of retail work as low-skilled. However, the study has strengths
and drawbacks, which will be discussed further in the following section.

2. Reflection on The Research Article

This section explains further the strengths and weaknesses of the article, what the author has
done well, and what they could have explained more clearly.
To begin with, the authors do not explicitly state the aims and objectives of their research in
the article. However, it is clear from the introduction that the study aims to fill a gap in the
literature by investigating the nature of skill requirements in high-end fashion retailing. While
retail work is often perceived as undifferentiated and low-skilled, the authors argue that skill
requirements may differ in different sub-sectors or market segments.
Nickson et al. (2017)'s research article is a well-structured and informative study that provides
insight into the competence requirements of high-end fashion retail work, which is one of the
strengths of the study. The authors acknowledgement of interpersonal and human resources
management, specifically in abilities including soft and hard skills necessary for high-end
fashion retail work. This emphasises the importance of recognising the value of these skills,
which are frequently undervalued in the workplace. Furthermore, the study emphasises the
importance of training and experience in developing these skills is vital for encouraging
effective management practices that support workplace skill development. In addition, the
study approaches a qualitative methodology, which allowed the authors to gain an in-depth
understanding of the skill requirements of high-end fashion retail work.
Another strength of the article is the theoretical framework used to analyse the data. The
authors categorise and analyse the skills required in high-end fashion retail work using
Cockburn's (1983) skill typology, which includes skill in the job, skill in the worker, and skill as a
political concept. This framework is a useful tool for analysing skills in a variety of contexts and
can be applied outside of the scope of this study. However, as the authors' analysis progressed,
the typology was unable to be fully implemented. As a result, the findings for these two skill
dimensions reflect the worker's skills and those developed and used on the job. This can be

3
considered a limitation of the research because the theoretical framework was not fully
measured.
On the other hand, the lack of clear definitions and explanations of specialist terms used,
particularly 'low-skilled', is one drawback of the article. Although the article discusses the skill
requirements of retail work in the high-end fashion industry, it fails to define 'low-skilled' work.
Readers who are unfamiliar with the terminology or who have different interpretations of what
constitutes 'low-skilled' tasks may be confused as a result. Furthermore, the terms 'outlets' and
'brands' may be used interchangeably, as the article's introduction mentions 15 outlets while
the methodology section refers to 15 high-end fashion retail brands. A brand is a specific
company or label, as opposed to an outlet, a physical or online location where goods are sold.
Such ambiguity in the use of these terms may result in misinterpretation of the study's findings
and reader confusion. To address this weakness and improve the research's validity and
accuracy, clearer definitions of these terminologies or more detailed information about the
study's scope and sample shortlisting would have been beneficial.
Next, research participants' length of time working in high-end fashion retail may limit the
findings' generalisation and applicability. This variable may affect retail skill content and should
be studied. The study may not fully capture high-end fashion retail work due to its small
number of brands. However, the brands were chosen based on their reputation for high-end
fashion retailing, their willingness to participate, and practical factors like location. The sample's
70% female makeup is another drawback. This may limit the study's ability to capture high-end
fashion retail men's experiences. The study may not fully understand the skill content and value
of high-end fashion retail without customer or stakeholder perspectives. Nonetheless, the
study provides valuable insights from managers and employees.
In terms of data collection, I discovered that the study's data collection method included
interviews that lacked information about the interview process. While the article acknowledges
that interviews were conducted with how the interviews were conducted, the length of the
interviews, how many people participated and how to select the participants, it does not go
into detail about what questions were asked and how participants were made aware of consent

4
confidentiality. There was little discussion of the ethical standards followed during the interview
process, which was limited to participants who were allowed to participate in the study.
Additionally, in contrast to other qualitative research studies, such as Riach and Wilson (2007),
the article did not address each of the four researchers' specific contributions to the data
analysis process, including whether they conducted the analysis independently or
collaboratively. The data analysis process, which primarily involved the use of NVivo 10-2012
software for coding and categorising the data, was only briefly described in the article. The lack
of information on each researcher's role in the analysis process raises concerns about the data
analysis's inter-coder reliability, as well as the validity and academic rigour of the findings.
Collaborative data analysis among researchers can boost the credibility of qualitative research
by providing a more comprehensive and multifaceted analysis of the data. The research's
discussion and findings are clear and concise, explaining the two-element skill categories and
skill as a political concept needed for high-end fashion retail. The article's findings were
presented well. They wrote clearly to help readers understand their argument and the
research. The authors used interview quotes and examples to illustrate their points and bring
the data to life. The article appeals to academics and practitioners alike.
The limitation of the article, which is not mentioned for future research recommendation, was
the limited scope and the potential role of gender in the skill content. The study focuses
exclusively on high-end fashion retailing, which may limit the findings' potential application to
other areas of retail work. The authors acknowledge this constraint, but it is still an essential
consideration when assessing the research's contribution. Another limitation is the
geographical region of Glasgow and Edinburgh. Although the authors discussed the rationale
for selecting the region, the study's focus on a specific geographical region and a small number
of high-end fashion retail outlets may limit the findings' applicability to other types of retail
work or geographic areas. Moreover, despite acknowledging the ongoing debate over the value
of "feminine" skills, the authors do not address the potential role of gender in the skill content
of high-end fashion retail work. The authors could have discussed these limitations and made
recommendations for future research to address them.

5
3. Analysis On The Broader Research Topic

The five articles discussed in this section provide valuable insights into the broad issues
confronting work and employment, each contributing to our understanding of this broad area
in its unique way. Each article has a different key theme that emerges with different
contributions to the issue of service work skills. In general, Korczynski's (2005) overview of
service sector skills entails understanding the skill sets, including job complexity, task discretion,
and the necessary influences on various service work skills, such as product markets, labour
markets, HRM policies, and both government and union role regulation. Secondly, Lloyd and
Payne (2009) investigate the new skill concept of a 'skilled job' in an expanding service-based
economy such as call centres. Ikeler's (2016) study on deskilling emotion, on the other hand,
sheds light on how the work engagement involved in retail work is being simplified and
standardised as a result of technological advancements, resulting in the degradation of
workers' skills. In the other discipline, sociology, Gatta et al. (2009) study the complex skills of
work involved in service jobs in order to face the growing service economy. According to
Pettinger (2004), a sociologist, branding influences how workers are embodied, so the study
investigates the nature and meaning of customer service.
Moreover, the papers use a variety of methodologies, including a literature review (Korczynski,
2005 and Gatta et al., 2009), a qualitative ethnographic study (Pettinger, 2004), qualitative
interviews (Ikeler, 2016), and both qualitative and quantitative methods (Lloyd and Payne,
2009). This diversity of methods reflects the difficulties and challenges of the field of work and
employment, emphasising the importance of a multifaceted approach to understanding it.
Regarding the ethical protocol, an interview by Ikeler (2016) described clearly in the article
stated that employees were invited to participate in off-site interview sessions, provided with a
small monetary reward, and offered a detailed description of the research project, its
objectives, potential risks, and benefits, as well as guaranteed confidentiality from both
employers and the public in general.
In terms of specific research fields, Gatta et al. (2009) concentrated on low-wage service jobs
that require face-to-face contact rather than fashion retail specifically. Lloyd and Payne (2009)

6
focused on call centre services in the retail sector. Pettinger's (2004) field of study was fashion
retail, but it focused on the general sector rather than high-end fashion retail, as Nickson et al.
did (2017). Finally, Korzynski's (2005) research focused on service work lower than professional
occupations such as doctors, accountants, lawyers, and academics. Furthermore, it is
interesting to note that the data for the studies included in this essay were collected in various
geographical areas. Ikeler's research was carried out in New York City, Pettinger's in South East
Britain and a section of Central London, and Lloyd and Payne's in the United Kingdom. This
variation in location emphasises the importance of taking into account the local context when
researching work and employment, as different regions may have distinct cultural, economic,
and social variables that impact the nature of work and the skills required in specific
occupations.
As evidenced by the references used, the articles included in the review have similar literature
backgrounds. For example, both Lloyd and Payne (2009) and Gatta et al. (2009) cited Korzynski
(2005). However, only two papers - Lloyd and Payne (2009) and Ikeler (2016) - used the same
theoretical framework as Nicksons et al. (2017), which is Cockburn (1983). Additionally, The
academic backgrounds of the authors reflect the multidisciplinary nature of this research. Mary
Gatta, who co-authored a paper with Heather Boushey, is a sociology professor, while Eileen
Appelbaum is a People Management and Organizations professor. Lynne Pettinger comes from
sociology, and Caroline Lloyd and Jonathan Payne are from Skills, Knowledge, and
Organizational Performance. Marek Korczynski, as well as the authors of the main study
(Nickson et al., 2017), are from Human Resource Management. This indicates that research in
this area draws on a variety of academic disciplines.
Finally, the papers contribute to broader debates in the field of work and employment by
emphasising the multifaceted nature of service work, soft and hard skills, the importance of
other non-technical skills, the impact of technology and management practises, and the
tensions between job requirements and workers' experiences. These papers challenge the
assumption that service work is natural and intrinsic, and they advocate for a greater
appreciation of the value of the skills involved in this industry. This research can help managers
and organisations improve their comprehension of the complexities of service work and the

7
challenges that workers face, which can inform their strategies and practices. Overall, research
in this area advances our understanding of work and employment by focusing attention on the
diverse experiences and perspectives of service workers and challenging the presumptions that
underlie the particular areas of service work.

PART II PERSONAL REFLECTION

I learned a lot about the current state of work and employment in today's world, as well as the
various methods and techniques that researchers use to study these issues, during my
engagement in the Contemporary Issues in Work and Employment course. The course
introduced me to a variety of perspectives and approaches to studying work and employment,
as well as challenged me to think critically about the complex social, economic, and political
factors that shape these issues.
To start with, thanks to the insights shared by the authors in their articles, I have gained
valuable knowledge in a variety of fields. The concept of red tape, which was discussed by
Dudau et al. (2020) during one of the sessions, was one that I was unfamiliar with. Prior to this,
I was unaware of the complexities of bureaucracy and how it can affect various aspects of work
and employment. Another topic that Okay-Somerville and Scholarios (2019) have discussed is
skill utilisation. I now understand how important it is for employers to recognise and utilise
their employees' skills and how this can impact well-being. Finally, Riach and Wilson (2007)
introduced me to an idea I had not previously considered: organisational romance. I now
understand how work relationships, rules, and gendered assumptions about organisational
romance work. Overall, the information I've gained from this course has broadened my
understanding of various contemporary issues in work and employment, and it will
undoubtedly help me in my future career and education.
Furthermore, learning about the history and context of the research presented by the subject
speakers piqued my interest. The unique work and academic experience of each author
provided valuable insights and perspectives. This knowledge will help me select a dissertation
topic and prepare for my future PhD degree proposal. However, hearing from researchers

8
about their studies and the challenges they face in conducting research in this field has been
one of the most valuable aspects of this course, especially from the videos and self-reflection
through discussion in the class.
Next, I already have research experience in literature reviews and quantitative methods from
my previous degree. In this course, I expand my skills in research to go in-depth with the other
research methods. The course discusses two articles: Riach and Wilson's (2007) articles with
qualitative interviews and Adamson and Johansson's (2016) qualitative interviews with
intersectional research exploring lived experience. In the first part of this assignment, I decided
to look deeply for qualitative research so that I could compare the various research approaches.
Fiona Wilson, for example, gave me a better understanding of the process of analysing
qualitative research methods. Furthermore, Riach and Wilson (2007) demonstrated how to
declare the ethical protocol during participant interviews. This aided me in identifying a
knowledge gap regarding qualitative research methods, which I had less experience with than
quantitative methods. Additionally, I learn how to use secondary data from credible resources
such as survey WERS, a government website, and a digital archive.
In terms of my academic writing ability, reading the paper improves my reading ability and
critical understanding of the research presented by the author in the article. Other writing skills
that I need to focus on and continue to improve are including how to write ethical protocol
confidentiality for my future research and other writing skills that make my research
straightforward to read and comprehend by readers, such as subheadings, signposting,
designing research questions with proper phrasing, analysing interview scripts, and presenting
data in the tables or descriptive format. The author's writing experience, as told in the videos,
aided me in identifying a weakness in my dissertation writing skills. I realised, in particular, that
I needed to improve my ability to formulate a clear and focused research question, as well as
design a research project that would allow me to determine the answer effectively.
Furthermore, I still lack knowledge of quantitative and qualitative data analysis written text, as
well as data tools such as SPSS and NVivo, along with manual coding. To bridge this gap, I
devised a three-term learning plan. My short-term goal is to gain a better understanding of
both quantitative and qualitative research methods related to the research questions, as well as

9
how they can be used to investigate work and employment issues through literature first, and
specifically learn about research methodology from a research book. To improve my analytical
research data skills, I intend to seek additional training and online resources such as LinkedIn
Learning and YouTube. In the medium term, I intend to devote more time to my dissertation,
including the introduction, literature, methodology, analysis, discussion, and conclusion.
Furthermore, I will discuss my idea and writing with my supervisor in hopes of creating an
excellent dissertation and completing it before the deadline. In the long run, I hope to gain
proficiency in both quantitative and qualitative research methods so that I can use the method
that is best suited to each research question. After graduation, I intend to work for two years to
gain experience. I believe that by conducting thorough research on work and employment
issues, I will be able to solve problems that arise in the workplace. Then, I plan on pursuing a
PhD in the area of human resources development, as I believe my research skills, which are
currently on contemporary issues, will support my proposal and PhD research in the future.
Overall, the research skills and knowledge I have gained through this course will be extremely
useful as I progress in my academic and professional careers. These abilities will assist me in
developing a relevant, innovative, and methodologically sound dissertation topic and research
question. Furthermore, they will strengthen my application for jobs in the field of work and
employment research, as employers are increasingly looking for candidates with strong
research skills and experience. However, I am aware that there may be other gaps in my
knowledge or skills that I must fill in order to develop my writing skills. To identify these gaps, I
intend to self-learn from online platforms and seek guidance from supervisors. I am confident
that by engaging in continuous professional development and seeking opportunities to improve
my skills and knowledge, I will be well-positioned to succeed in the field of work and
employment.

REFERENCES

10
Adamson, M. and Johansson, M., 2016. Compositions of professionalism in counselling work:
An embodied and embedded intersectionality framework. human relations, 69(12),
pp.2201-2223.
Castleberry, A. and Nolen, A., 2018. Thematic analysis of qualitative research data: Is it as easy
as it sounds?. Currents in pharmacy teaching and learning, 10(6), pp.807-815.
Cockburn, C. (1983) Brothers: Male Dominance and Technological Change. London: Pluto
Dudau, A., Kominis, G. and Brunetto, Y., 2020. Red tape and psychological capital: a
counterbalancing act for professionals in street-level bureaucracies. Journal of
Professions and Organization, 7(3), pp.334-350.
Korczynski, M., 2005. Skills in service work: an overview. Human Resource Management
Journal, 15(2), pp.3-14.
Riach, K. and Wilson, F., 2007. Don't screw the crew: Exploring the rules of engagement in
organizational romance. British Journal of Management, 18(1), pp.79-92.
Gatta, M., 2011. In the ‘Blink’of an eye—American high-end small retail businesses and the
public workforce system. Retail work, pp.49-67.
Ikeler, P., 2016. Deskilling emotional labour: evidence from department store retail. Work,
employment and society, 30(6), pp.966-983.
Hurrell, S.A., 2016. Rethinking the soft skills deficit blame game: Employers, skills withdrawal
and the reporting of soft skills gaps. Human relations, 69(3), pp.605-628.
Lloyd, C. and Payne, J., 2009. ‘Full of sound and fury, signifying nothing’ interrogating new skill
concepts in service work—the view from two UK call centres. Work, Employment and
Society, 23(4), pp.617-634.
Mason, G. and Osborne, M., 2008. Business strategies, work organization, and low pay in
United Kingdom retailing. Chapter, 4, pp.131-67.
Okay‐Somerville, B. and Scholarios, D., 2019. A multilevel examination of skills‐oriented human
resource management and perceived skill utilization during recession: Implications for the
well‐being of all workers. Human Resource Management, 58(2), pp.139-154.
Pettinger, L., 2004. Brand culture and branded workers: Service work and aesthetic labour in
fashion retail. Consumption Markets & Culture, 7(2), pp.165-184.
Riach, K. and Wilson, F., 2007. Don't screw the crew: Exploring the rules of engagement in
organizational romance. British Journal of Management, 18(1), pp.79-92.

11
12