The importance of customer service is widely emphasized in business. This text offers an analysis of the organization and dynamics of front-line work, based on a five-year study of over 1000 employees and eight leading companies in the USA, Australia and Japan. The book reveals…
In an sense contemporary economies are predominantly service economies. Critical social analysis, which has historically developed in relation to manufacturing settings, is beginning to address this central importance of service work. This book discusses some of the different ap…
"Everyday, we are bombarded with advertising images of the smiling service worker. The book is written with the aim of focusing beneath the surface of these fairytale images, to seek out and understand the reality of service workers' experience. Within the sociology of work and …
"Everyday, we are bombarded with advertising images of the smiling service worker. The book is written with the aim of focusing beneath the surface of these fairytale images, to seek out and understand the reality of service workers' experience. Within the sociology of work and …
The first exploration of the history of music at work in Britain, from pre-industrialisation to the present day.
Whether for weavers at the handloom, labourers at the plough or factory workers on the assembly line, music has often been a key texture in people's working lives. This book is the first to explore the rich history of music at work in Britain and charts the journey from the sing…
The first exploration of the history of music at work in Britain, from pre-industrialisation to the present day.
Whether for weavers at the handloom, labourers at the plough or factory workers on the assembly line, music has often been a key texture in people's working lives. This book is the first to explore the rich history of music at work in Britain and charts the journey from the sing…
