Human Resource Management in Service Work

ISBN-13: 9780333774403 / Angielski / Twarda / 2001 / 237 str.

Marek Korczynski

Opis

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.

Spis treści

Service Work.- The New Service Management School.- Critical Perspectives on Service Work.- Service Work: The Customer-Oriented Bureaucracy.- Analysing Distinctive Types of Front Line Work.- Sales Work.- Empowerment on the Front Line?.- Managing Emotions.- Gendered Segregation and Disadvantage.- Trade Unions and Service Work.- Conclusion: Reconsidering Modern Times.- References.

O autorze

MAREK KORCZYNSKI lectures in Employment Relations at Loughborough University.