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.

'...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 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

MAREK KORCZYNSKI lectures in Employment Relations at Loughborough University.