This book fills a gap in the market for a long overdue book on HRM in the service sector. The focus on human resource management is essential to aid any understanding of the service economy and with increasing numbers of courses focusing on services rather than manufacturing, it is fast becoming a very important and neglected area in terms of textbooks.
MAREK KORCZYNSKI lectures in Employment Relations at Loughborough University.
Recensioner i media
'...a must read for all those who wish to aquire a deep understanding of the nature of customer service work.' - Joe Wallace, Industrial Relations Journal
Innehållsförteckning
Service WorkThe New Service Management SchoolCritical Perspectives on Service WorkService Work: The Customer-Oriented BureaucracyAnalysing Distinctive Types of Front Line WorkSales WorkEmpowerment on the Front Line?Managing EmotionsGendered Segregation and DisadvantageTrade Unions and Service WorkConclusion: Reconsidering Modern TimesReferences.
