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9780520081697: Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life

Sinopsis

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.

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Acerca del autor

Robin Leidner is Assistant Professor of Sociology at the University of Pennsylvania.

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9780520085008: Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life

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ISBN 10:  0520085000 ISBN 13:  9780520085008
Editorial: University of California Press, 1993
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Leidner, Robin
Publicado por University of California Press, 1993
ISBN 10: 0520081692 ISBN 13: 9780520081697
Antiguo o usado Tapa dura

Librería: Better World Books, Mishawaka, IN, Estados Unidos de America

Calificación del vendedor: 5 de 5 estrellas Valoración 5 estrellas, Más información sobre las valoraciones de los vendedores

Condición: Good. Former library book; may include library markings. Used book that is in clean, average condition without any missing pages. Nº de ref. del artículo: GRP37514825

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Imagen de archivo

Robin Leidner
Publicado por University of California Press, 1993
ISBN 10: 0520081692 ISBN 13: 9780520081697
Antiguo o usado Tapa dura

Librería: Ammareal, Morangis, Francia

Calificación del vendedor: 5 de 5 estrellas Valoración 5 estrellas, Más información sobre las valoraciones de los vendedores

No jacket. Condición: 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. Nº de ref. del artículo: G-530-424

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