Acknowledgments
1. Working on People
2. How Can Work on People Be Routinized?
3· Over the Counter: McDonald's
4· Orchestrating Optimism: Combined Insurance
5· Controlling Interests
6. Meanings of Routinized Work: Authenticity,
Identity, and Gender
7· Conclusion
Appendix 1. Researching Routinized Work
Appendix 2. Revising the Script at Combined
Insurance
References
Robin Leidner is Assistant Professor of Sociology at the University of Pennsylvania.
"Leidner's analysis reveals much about the corporations which she
was able to investigate, and draws attention to the need to ensure
that sociological investigations continue to confront the realities
of the modern American workplace."
*Journal of American Studies*
"Fast Food, Fast Talk makes an important contribution to the
literature on the routinization of work. Because her work contrasts
the experiences of service workers at Combined Insurance and
McDonald's, an organization that pioneered the routinization of
service work and another we are all familiar with, Leidner's book
should prove useful and interesting for researchers as well as
being a teaching tool for undergraduate and graduate courses in the
sociology of work and in social psychology. Her descriptive
chapters are particularly engaging, providing compelling examples
of the effects of routinizing service work for workers and for
customers."
*American Journal of Sociology*
"A detailed, occasionally humorous exploration of employees' highly
routinized activities in two work environments: a McDonald's
franchise near Chicago and a sales team working door to door for
Combined Insurance. . .. Leidner's analysis . . . goes well
beyond the traditional parameters of the sociology of work as she
explores the implications of this invasion of self, this scripted
inauthenticity, for the general nature of interpersonal relations
in society."
*Social Forces*
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