Formality and informality and the generation of occupational performance: a case study on the commercial service charge

Abstract

Purpose

The paper utilises formality-informality modelling to examine occupational change, using commercial service charge management as its case study.

Design/methodology/approach

This is a conceptual paper that develops a typology for applying formalisation to occupational change and then utilises historiography to generate a narrative on the evolution of service charge management.

Findings

Formality is seen as a method of improving transparency and performance as a “modern” response to a range complaints about professional performance. Whilst real improvement failed to develop, a “snowball” of continued formalisation remained the perceived solution, leading to centralisation of measures of professional performance.

Research limitations/implications

The work is a conceptual paper that develops a historiography on the development of service charge administrative practice. Whilst it relies on objective data and secondary literature, the narrative that is developed is subjective and interpretive.

Originality/value

The conceptual nature of the work offers potential insights into occupational organisation. It suggests that formalising procedures in itself does not improve performance.

Citation

Eccles, T.S. (2023), "Formality and informality and the generation of occupational performance: a case study on the commercial service charge", Property Management, Vol. 41 No. 1, pp. 41-59. https://doi.org/10.1108/PM-01-2021-0006