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Fast Food, Fast Talk : Service Work and the Routinization of Everyday Life - Robin Leidner

Fast Food, Fast Talk

Service Work and the Routinization of Everyday Life

Paperback Published: 4th July 1993
ISBN: 9780520085008
Number Of Pages: 278

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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 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.

Working on Peoplep. 1
How Can Work on People Be Routinized?p. 24
Over the Counter: McDonald'sp. 44
Orchestrating Optimism: Combined Insurancep. 86
Controlling Interestsp. 125
Meanings of Routinized Work: Authenticity, Identity, and Genderp. 178
Conclusionp. 214
Appendix 1. Researching Routinized Workp. 233
Appendix 2. Revising the Script at Combined Insurancep. 249
Referencesp. 257
Indexp. 271
Table of Contents provided by Blackwell. All Rights Reserved.

ISBN: 9780520085008
ISBN-10: 0520085000
Audience: Professional
Format: Paperback
Language: English
Number Of Pages: 278
Published: 4th July 1993
Country of Publication: US
Dimensions (cm): 22.86 x 15.88  x 1.91
Weight (kg): 0.39

Earn 90 Qantas Points
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