Human Resource Management in Service Work

MAREK KORCZYNSKI lectures in Employment Relations at Loughborough University.

'...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

• 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.