Technology and Work in Services: The Relevance of Vulnerable Workers

This chapter serves as an introduction to the book, which aims to illuminate the experiences of vulnerable workers and the transformation of their work activities through automation and digitalization in the logistics, healthcare, and cleaning industries. It begins with a concise overview of the sectors under study and the workers involved, focusing on key aspects of their work processes to reveal the specific attributes and characteristics of these often-overlooked or “invisible” workers. Drawing on insights from existing literature, key informant interviews, and the authors’ analyses, the chapter examines the transformations and impacts of technological solutions on vulnerable workers. By intersecting technology and industry, the study provides detailed and nuanced evidence of the ongoing changes shaping work environments in these three sectors.