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Fast Food, Fast Talk : Service Work and the Routinization of Everyday Life by Robin Leidner is a nonfiction available to read on EtoBox.

What is Fast Food, Fast Talk : Service Work and the Routinization of Everyday Life about?

<p><P>Attending Hamburger University, Robin Leidner observes how McDonald's trains the managers of its fast-food restaurants to standardize every aspect of service and product. Learning how to sell life insurance at a large midwestern firm, she is coached on exactly what to say, how to stand, when to make eye contact, and how to build up Positive Mental Attitude by chanting "I feel happy! I feel terrific!"<br>Leidner's fascinating report from the frontlines of two major American corporations uncovers the methods and consequences of regulating workers' language, looks, attitudes, ideas, and demeanor. Her study reveals the complex and often unexpected results that come with the routinization of service work.<br>Some McDonald's workers resent the constraints of prescribed uniforms and rigid scripts, while others appreciate how routines simplify their jobs and give them psychological protection against unpleasant customers. Combined <br>Insurance goes further than McDonald's in attempting to standardize the workers' very selves, instilling in them adroit maneuvers to overcome customer resistance.<br>The routinization of service work has both poignant and preposterous consequences. It t

Who reads Fast Food, Fast Talk : Service Work and the Routinization of Everyday Life?

Author

Robin Leidner

Publisher

University of California Press

Published

1993

Language

EN

ISBN

9780520085008

Category

nonfiction

Subjects

Political Science, Business, Sociology

Rating

3.09 / 5 (33 ratings)

Updated

2026-03-13