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

Name: Fast Food, Fast Talk Service Work and the Routinization of Everyday Life
Price: 6.17 USD
Availability: InStock
ISBN: 9780520085008

ISBN-10: 0520085000

ISBN-13: 9780520085008

Edition: 1994

Authors: Robin Leidner

List price: $31.95

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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…

Book details

List price: $31.95
Copyright year: 1994
Publisher: University of California Press
Publication date: 8/4/1993
Binding: Paperback
Pages: 278
Size: 6.00" wide x 9.00" long x 0.80" tall
Weight: 0.836
Language: English



Acknowledgments



Working on People



How Can Work on People Be Routinized?



Over the Counter: McDonald's



Orchestrating Optimism: Combined Insurance



Controlling Interests



Meanings of Routinized Work: Authenticity, Identity, and Gender



Conclusion


Appendix 1. Researching Routinized Work


Appendix 2. Revising the Script at Combined Insurance


References


Index