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A service revolution is sweeping America. Nearly three-quarters of people in the U.S. labor force work in services, almost half of family income is spent on services, and providing good service is widely believed to be the key to an organization's success, whether in for-profit, nonprofit, or government. Yet, in an era where the customer is supposedly king, individuals are increasingly dissatisfied with the service they receive. As more and more services traditionally offered by indepAndent practitioners--such as law, health, and mental health--shift to large organizations, the quality of the...

The gender and racial composition of the American workforce is rapidly changing. As more women in particular enter the workforce and as they enter jobs that have traditionally been dominated by men, issues related to sex and gender in work settings have become increasingly important and complex. Research addressing sex and gender in the workplace is conducted in several distinct disciplines, ranging from psychology and sociology to management and economics. Further, books on gender at work often reflect either a more traditional management perspective or a more recent feminist perspective;...