• Preface 1. The Service Society and the Changing Experience of Work Cameron Lynne Macdonald and Carmen Sirianni Part I: Management Control of the New Labor Process 2. Rethinking Questions of Control: Lessons from McDonald's Robin Leidner 3. The Politics of Service Production: Route Sales Work in the Potato-Chip Industry Steven H. Lopez 4. Consumers' Reports: Management by Customers in a Changing Economy Linda Fuller and Vicki Smith 5. Service with a Smile: Understanding the Consequences of Emotional Labor Amy S. Wharton Part II: Gender, Race, and Stratification in the Service Sector 6. From Servitude to Service Work: Historical Continuities in the Racial Division of Paid Reproductive Labor Evelyn Nakano Glenn 7. Family, Gender, and Business in Direct Selling Organizations Nicole Woolsey Biggart 8. Reproducing Gender Relations in Large Law Firms: The Role of Emotional Labor in Paralegal Work Jennifer L. Pierce Part III: Worker Resistance, Organizing, and Participation 9. Invisibility, Consciousness of the Other, and Resentment among Black Domestic Workers Judith Rollins 10. Shadow Mothers: Nannies, Au Pairs, and Invisible Work Cameron Lynne Macdonald 11. Resisting the Symbolism of Service among Waitresses Greta Foff Paules 12. "The Customer Is Always Interesting": Unionized Harvard Clericals Renegotiate Work Relationships Susan C. Eaton 13. The Prospects for Unionism in a Service Society Dorothy Sue Cobble Contributors

"[A] welcome addition to...the study of organizations and workers." --Work and Occupations "This collection...bring[s] a light touch to consideration of a fundamental change in work in America." --Choice