Articoli correlati a Fast Food, Fast Talk: Service Work and the Routinization...
Sinossi
Attending Hamburger University, Robin Leidner observes how McDonald's trains the managers of its fast-food restaurants to standardize every aspect of service and product. Learning how to sell life insurance at a large midwestern firm, she is coached on exactly what to say, how to stand, when to make eye contact, and how to build up Positive Mental Attitude by chanting "I feel happy! I feel terrific!"
Leidner's fascinating report from the frontlines of two major American corporations uncovers the methods and consequences of regulating workers' language, looks, attitudes, ideas, and demeanor. Her study reveals the complex and often unexpected results that come with the routinization of service work.
Some McDonald's workers resent the constraints of prescribed uniforms and rigid scripts, while others appreciate how routines simplify their jobs and give them psychological protection against unpleasant customers. Combined Insurance goes further than McDonald's in attempting to standardize the workers' very selves, instilling in them adroit maneuvers to overcome customer resistance.
The routinization of service work has both poignant and preposterous consequences. It tends to undermine shared understandings about individuality and social obligations, sharpening the tension between the belief in personal autonomy and the domination of a powerful corporate culture.
Richly anecdotal and accessibly written, Leidner's book charts new territory in the sociology of work. With service sector work becoming increasingly important in American business, her timely study is particularly welcome.
Leidner's fascinating report from the frontlines of two major American corporations uncovers the methods and consequences of regulating workers' language, looks, attitudes, ideas, and demeanor. Her study reveals the complex and often unexpected results that come with the routinization of service work.
Some McDonald's workers resent the constraints of prescribed uniforms and rigid scripts, while others appreciate how routines simplify their jobs and give them psychological protection against unpleasant customers. Combined Insurance goes further than McDonald's in attempting to standardize the workers' very selves, instilling in them adroit maneuvers to overcome customer resistance.
The routinization of service work has both poignant and preposterous consequences. It tends to undermine shared understandings about individuality and social obligations, sharpening the tension between the belief in personal autonomy and the domination of a powerful corporate culture.
Richly anecdotal and accessibly written, Leidner's book charts new territory in the sociology of work. With service sector work becoming increasingly important in American business, her timely study is particularly welcome.
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Informazioni sull?autore
Robin Leidner is Assistant Professor of Sociology at the University of Pennsylvania.
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Fast Food, Fast Talk : Service Work and the Routinization of Everyday Life
Editore:
University of California Press, 1993
ISBN 10: 0520081692
ISBN 13: 9780520081697
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Da: Better World Books, Mishawaka, IN, U.S.A.
Valutazione del venditore 5 su 5 stelle
Condizione: Good. Former library book; may include library markings. Used book that is in clean, average condition without any missing pages. Codice articolo GRP37514825
Quantità: 1 disponibili
Foto dell'editore
Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
Editore:
University of California Press, 1993
ISBN 10: 0520081692
ISBN 13: 9780520081697
Antico o usato
Rilegato
Da: Ammareal, Morangis, Francia
Valutazione del venditore 5 su 5 stelle
No jacket. Condizione: Très bon. Ancien livre de bibliothèque avec équipements. Sans jaquette. Couverture différente. Edition 1993. Ammareal reverse jusqu'à 15% du prix net de cet article à des organisations caritatives. ENGLISH DESCRIPTION Book Condition: Used, Very good. Former library book. No dust jacket. Different cover. Edition 1993. Ammareal gives back up to 15% of this item's net price to charity organizations. Codice articolo G-530-424
Quantità: 1 disponibili