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Marek Korczynski is Professor of Sociology of Work at Loughborough University. He is the author of On the Front Line: Organization of Work in the Information Economy, co-authored with Steve Frenkel, Karen Shrine, and May Tam, Social Theory at Work, co-edited with Randy Hodson and Paul Edwards, and Human Resource Management in Service Work (Palgave MacMillan 2002). Cameron Macdonald is Assistant Professor in the Sociology Department of the University of Wisconsin-Madison. She is the author of Shadow Mothers: Nannies, Au Pairs, and the Micropolitics of Mothering, and Working in the Service Society (co-edited with Carmen Sirianni).
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 Cafe 3.The Globalization of Nothing and the Outsourcing of Service Work 4. The Disneyization of Society 5. Understanding the Contradictory Lived Experience of Service Work: The Customer-Oriented Bureaucracy 6. Labor Process Theory: Putting the Materialism Back into the Meaning of Service Work 7. Intersectionality in the Emotional Proletariat: A New Lens on Employment Discrimination in Service Work 8. The Globalization of Care 9. The Promise of Service Worker Unionism 10. Conclusion - Latte Capitalism and Late Capitalism: Reflections on Fantasy and Care as Part of the Service Triangle