Notes on the Contributors
Servicing Societies?: Colonisation, Control, Contradiction and Contestation; A.Sturdy
Academic Discourses of the Customer: Sovereign Beings, Management Accomplices or People Like Us?; P.Rosenthal, R.Peccei & S.Hill
Representing Customer Service: Telephones and Texts; E.Wray-Bliss
Juggling Justice and Care: Gendered Customer Service in the Contemporary Airline Industry; M.Tyler & S.Taylor
The Contradictions of Service Work: The Call Centre as Customer-Oriented Bureaucracy; M.Korczynski
From Person to System Oriented Customer Service; G.Ritzer & T.Stillman
'Empowering Customers Through Education' or Governing Without Government?; D.Hodgson
Struggles for the Control of Affect: Resistance as Politics and Emotion; A.Sturdy & S.Fineman
The Customer is Always Right? Customer Satisfaction Surveys as Employee Control Mechanisms in Professional Service Work; J.Manley
The Importance of Being Aesthetic: Work, Employment and Service Organisation; D.Nickson, C.Warhurst, A.Witz & A.Cullen
Relationship Marketing, E-commerce and the Emancipation of the Consumer; J.Fitchett & P.McDonagh
Epilogue; P.du Gay.