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 Associate Professor of Sociology at the University of Pennsylvania.
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Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
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University of California Press, 1993
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ISBN 13: 9780520085008
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Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
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University of California Press, 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
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Paperback. Condizione: Good. A report from the frontlines of two major American corporations that presents the methods and consequences of regulating workers' language, looks, attitudes, ideas and demeanor. It shows the complex and often unexpected results that come with the routinization of service work. Codice articolo 00099649173
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Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
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University of California Press, 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
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Paperback. Condizione: Very Good. A report from the frontlines of two major American corporations that presents the methods and consequences of regulating workers' language, looks, attitudes, ideas and demeanor. It shows the complex and often unexpected results that come with the routinization of service work. Codice articolo 00106997655
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Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
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Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
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University of California Press (edition First Edition), 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
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Fast Food, Fast Talk : Service Work and the Routinization of Everyday Life
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Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
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ISBN 13: 9780520085008
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Paperback. Condizione: Good. A report from the frontlines of two major American corporations that presents the methods and consequences of regulating workers' language, looks, attitudes, ideas and demeanor. It shows the complex and often unexpected results that come with the routinization of service work. Codice articolo CIN0520085000G
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Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
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