ISBN-10:
0520085000
ISBN-13:
9780520085008
Pub. Date:
08/04/1993
Publisher:
University of California Press
Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life / Edition 1

Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life / Edition 1

by Robin Leidner
Current price is , Original price is $31.95. You

Temporarily Out of Stock Online

Please check back later for updated availability.

Overview


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.

Product Details

ISBN-13: 9780520085008
Publisher: University of California Press
Publication date: 08/04/1993
Edition description: New Edition
Pages: 278
Product dimensions: 6.00(w) x 9.00(h) x 0.75(d)

About the Author

Robin Leidner is Assistant Professor of Sociology at the University of Pennsylvania.

Customer Reviews

Most Helpful Customer Reviews

See All Customer Reviews