• Contents 
• Preface
• Chapter 1 
• The Service Society and the Changing Experience of Work
• Macdonald, Cameron Lynne
• Sirianni, Carmen
• Part I 
• Management Control of the New Labor Process
• Chapter 2 
• Rethinking Questions of Control: Lessons from McDonald's
• Leidner, Robin
• Chapter 3 
• The Politics of Service Production: Route Sales Work in the Potato-Chip Industry
• Lopez, Steven H.
• Chapter 4 
• Consumers' Reports: Management by Customers in a Changing Economy
• Fuller, Linda
• Smith, Vicki
• Chapter 5 
• Service with a Smile: Understanding the Consequences of Emotional Labor
• Wharton, Amy S.
• Part II 
• Gender, Race, and Stratification in the Service Sector
• Chapter 6 
• From Servitude to Service Work: Historical Continuities in the Racial Division of Paid Reproductive Labor
• Glenn, Evelyn Nakano
• Chapter 7 
• Family, Gender, and Business in Direct Selling Organizations
• Biggart, Nicole Woolsey
• Chapter 8 
• Reproducing Gender Relations in Large Law Firms: The Role of Emotional Labor in Paralegal Work
• Pierce, Jennifer L.
• Part III 
• Worker Resistance, Organizing, and Participation
• Chapter 9 
• Invisibility, Consciousness of the Other, and Ressentiment among Black Domestic Workers
• Rollins, Judith
• Chapter 10 
• Shadow Mothers: Nannies, Au Pairs, and Invisible Work
• Macdonald, Cameron Lynne
• Chapter 11 
• Resisting the Symbolism of Service among Waitresses
• Paules, Greta Foff
• Chapter 12 
• “The Customer Is Always Interesting”: Unionized Harvard Clericals Renegotiate Work Relationships
• Eaton, Susan C.
• Chapter 13 
• The Prospects for Unionism in a Service Society
• Cobble, Dorothy Sue
• Contributors

If you are a student who cannot use this book in printed form, BiblioVault may be able to supply you with an electronic file for alternative access.

Please have the accessibility coordinator at your school fill out this form.

It can take 2-3 weeks for requests to be filled.