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

PurposeThe paper utilises formality-informality modelling to examine occupational change, using commercial service charge management as its case study.Design/methodology/approachThis 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.FindingsFormality 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/implicationsThe 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/valueThe conceptual nature of the work offers potential insights into occupational organisation. It suggests that formalising procedures in itself does not improve performance.