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Service Work
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 fairy tale images, to seek out and understand the reality of service workers experience. Within the sociology of work and related literatures, there are an increasing number of empirical studie
Rhythms of Labour
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 singing cultures of pre-industrial occupations, to the impact and uses of the factory radio, via the silencing effect of industrialisation. The first part of the book discusses how widespread cultures of singing at work were in pre-industrial manual occupations. The second and third parts of the book show how musical silence reigned with industrialisation, until the carefully controlled introduction of Music while You Work in the 1940s. Continuing the analysis to the present day, Rhythms of Labour explains how workers have clung to and reclaimed popular music on the radio in desperate and creative ways.
Human Resource Management in Service Work
Filling a gap in the market for a book on HRM in the service sector, this study focuses on human resource management and its relevance to an understanding of the service economy, an important, but neglected, subject area.
Social Theory at Work
Work is fundamental to human society and modern organizations, and consequently has been central to the thinking of major social theorists and social science disciplines. This book offers a 'one-stop-shop' guide to classical and contemporary perspectvies of work written by leading international experts. Schools covered include: Weberian, Marxian, Durkheimian, feminist, neo-classical economics, institutional economics, ethics, Foucauldian, postmodernist, organizational sociology andeconomic sociology.Each chapter traces the origins of the theoretical school, reviews seminal contributions,and considers major criticisms of the approach. In addition, the book features a section on key aspects of...
On the Front Line
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 States, Australia, and Japan. On the Front Line reveals similarities and differences found in work environments—such as variance in authority relations and division of labor—as well as significant contrasts between management approaches used in Japan and those used in the United States and Australia. By examining how work differs among service, sales, and knowledge-based settings, it also shows how bureaucratic, entrepreneurial, and network forms of organization coexist in the informational economy.This seminal analysis of work in the service sector offers both a benchmark for consultants working with customer-contact organizations and valuable information for anyone concerned with the changing nature of work.
Gender, Governance and Feminist Analysis
This edited volume presents critical scholarship analysing governance practices in diverse jurisdictions in Europe and North America, at multiple scales, and in relation to several different arenas of policy and practice. The contributors address shortcomings in the mainstream literature on governance within the discipline of political science. The volume as a whole is marked by geographical and topical diversity. However, what the individual chapters have in common is that each considers whether and how gender, racialized identity, and/or other axes of marginalization are visible within the conceptualizations and/or practices of governance under discussion. Drawing together insights and conceptual tools from both feminist and post-structuralist frameworks in analysing governance practices, this volume will be of great interest to scholars and graduates who engage with feminist and/or post-structural analysis of policy and governance. It will also be of use to critical policy scholars in anthropology, geography, sociology, and women’s studies.
The Wiley-Blackwell Companion to Sociology
Featuring a collection of original chapters by leading and emerging scholars, The Wiley-Blackwell Companion to Sociology presents a comprehensive and balanced overview of the major topics and emerging trends in the discipline of sociology today. Features original chapters contributed by an international cast of leading and emerging sociology scholars Represents the most innovative and 'state-of-the-art' thinking about the discipline Includes a general introduction and section introductions with chapters summaries by the editor
Napoleon and British Song, 1797-1822
This study offers a radical reassessment of a crucial period of political and cultural history. By looking at some 400 songs, many of which are made available to hear, and at their writers, singers, and audiences, it questions both our relationship with song, and ordinary Britons' relationship with Napoleon, the war, and the idea of Britain itself.
Designing Service Excellence
The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina
