Human Resource Management in Service Work [Paperback]

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.

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.First textbook to focus on HRM in the service economy
Its focus on the customer takes a critical approach to the more descriptive 'addon' treatment of the customer focus in other literature