Items related to Fast Food, Fast Talk: Service Work and the Routinization...
Synopsis
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.
"synopsis" may belong to another edition of this title.
About the Author
Robin Leidner is Assistant Professor of Sociology at the University of Pennsylvania.
"About this title" may belong to another edition of this title.
Search results for Fast Food, Fast Talk: Service Work and the Routinization...
Stock Image
Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
Published by
University of California Press, 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
Used
paperback
Seller: Gulf Coast Books, Cypress, TX, U.S.A.
Seller rating 5 out of 5 stars
paperback. Condition: Fair. Seller Inventory # 0520085000-4-33179250
Stock Image
Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
Published by
University of California Press, 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
Used
Paperback
Seller: World of Books (was SecondSale), Montgomery, IL, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: 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. Seller Inventory # 00099649173
Seller Image
Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
Published by
University of California Press, 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
Used
Softcover
Seller: Greenworld Books, Arlington, TX, U.S.A.
Seller rating 5 out of 5 stars
Condition: good. Fast Free Shipping â" Good condition. It may show normal signs of use, such as light writing, highlighting, or library markings, but all pages are intact and the book is fully readable. A solid, complete copy that's ready to enjoy. Seller Inventory # GWV.0520085000.G
Stock Image
Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
Published by
University of California Press (edition First Edition), 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
Used
Paperback
First Edition
Seller: BooksRun, Philadelphia, PA, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. First Edition. It's a well-cared-for item that has seen limited use. The item may show minor signs of wear. All the text is legible, with all pages included. It may have slight markings and/or highlighting. Seller Inventory # 0520085000-8-1
Stock Image
Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
Published by
University of California Press (edition First Edition), 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
Used
Paperback
First Edition
Seller: BooksRun, Philadelphia, PA, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Fair. First Edition. The item might be beaten up but readable. May contain markings or highlighting, as well as stains, bent corners, or any other major defect, but the text is not obscured in any way. Seller Inventory # 0520085000-7-1
Stock Image
Fast Food, Fast Talk : Service Work and the Routinization of Everyday Life
Published by
University of California Press, 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
Used
Softcover
Seller: BookHolders, Towson, MD, U.S.A.
Seller rating 5 out of 5 stars
Condition: Good. [ No Hassle 30 Day Returns ][ Ships Daily ] [ Underlining/Highlighting: SOME ] [ Writing: SOME ] [ Edition: first ] Publisher: University of California Press Pub Date: 8/4/1993 Binding: Paperback Pages: 278 first edition. Seller Inventory # 6903445
Stock Image
Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
Published by
University of California Press, 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
Used
paperback
Seller: HPB-Emerald, Dallas, TX, U.S.A.
Seller rating 5 out of 5 stars
paperback. Condition: Very Good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority! Seller Inventory # S_436175123
Stock Image
Fast Food, Fast Talk : Service Work and the Routinization of Everyday Life
Published by
University of California Press, 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
Used
Softcover
Seller: Better World Books, Mishawaka, IN, U.S.A.
Seller rating 5 out of 5 stars
Condition: Good. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Seller Inventory # GRP104739963
Stock Image
Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
Published by
University of California Press, 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
Used
Paperback
Seller: World of Books Inc, Montgomery, IL, U.S.A.
Seller rating 4 out of 5 stars
Paperback. Condition: 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. Seller Inventory # CIN0520085000G
Stock Image
Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
Published by
University of California Press, 1993
ISBN 10: 0520085000
ISBN 13: 9780520085008
Used
Paperback
Seller: ThriftBooks-Atlanta, AUSTELL, GA, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less. Seller Inventory # G0520085000I4N00