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Fast Food, Fast Talk: Service Work and the Routinization of Everyday Life
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 f ...more
Paperback, 278 pages
Published August 4th 1993 by University of California Press
(first published July 5th 1993)
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