1 Critical Perspectives on Service Work: An Introduction, Marek Korczynski and Cameron Macdonald -- 2 Chaplin's Modern Times: Service Work, Authenticity, and Nonsense at the Red Moon Caf 3.The Globalization of Nothing and the Outsourcing of Service Work -- 4 The Disneyization of Society -- 5...

The importance of customer service is widely emphasized in business today. This book offers the first comprehensive analysis of the organization and dynamics of front-line work. The volume is based on a four-year study of over a thousand employees and eight leading companies in the United...