Anderson-Gough, F., Grey, C. and Robson, K. (2000) `In the Name of the Client: The Service Ethic in Two Professional Service Firms', Human Relations53(9): 1151—74.
3.
Bolton, S.C. and Houlihan, M. (2005) `The (mis)representation of customer service', Work, Employment and Society19(4): 685—703.
4.
Callinicos, A. (1999) Social theory: An Historical Introduction. Cambridge: Polity.
5.
Cox, J. ( 1998) `An Introduction to Marx's Theory of Alienation', International Socialism79: 41—62.
6.
Darlington, R. (2002) `Shop Stewards' Leadership, Left Wing Activism and Collective Workplace Union Organisation', Capital and Class76: 95—126.
7.
Frenkel, S.J., Korczynski, M., Shire, K.A. and Tam, M. (1999) On the Front Line: Organization of Work in the Information Economy. London: Cornell University.
8.
Gall, G. (2001) `From Adversarialism to Partnership? Trade Unionism and Industrial Relations in the Banking Sector in the UK', Employee Relations23(4): 353—75.
9.
Gall, G. (ed.) (2003) Union Organizing . London: Routledge.
10.
Ginsborg, P. (2001) Italy and Its Discontents. London: Allen Lane.
11.
Harvey, D. (2005) Neoliberalism. Oxford: OUP.
12.
Heery, E. (2002) `Partnership Versus Organising: Alternative Futures for British Trade Unionism', Industrial Relations Journal33(1): 20—35.
13.
Hochschild, A. (1983/2003) The Managed Heart: Commercialization of Human Feeling. London: University of California.
14.
Jefferys, S. (2003) Liberté, Égalité and Fraternité at Work: Changing French Employment Relations and Management. Basingstoke : Palgrave-Macmillan.
15.
Kelly, J. (1998) Rethinking Industrial Relations. London: Routledge.
16.
Klein, N. (2001) No Logo. London: Flamingo.
17.
Korczynski, M. (2001) `The Contradictions of Service Work: Call Centre as Customer Oriented Bureaucracy', in A. Sturdy , I. Grugulis and H. Willmott (eds.) Customer Service: Empowerment and Entrapment, pp. 79—101. London: Palgrave.
18.
Korczynski, M. (2002) Human Resource Management in Service Work. Basingstoke: Palgrave.
19.
Korczynski, M. (2003a) `Consumer Capitalism and Industrial Relations ', in P. Ackers and A. Wilkinson (eds) Understanding Work and Employment, pp. 265—77. Oxford: Oxford University Press.
20.
Korczynski, M. (2003b) `Communities of Coping: Collective Emotional Labour in Service Work', Organization10(1): 55—79.
21.
Korczynski, M. (2004) `Back-Office Service Work: Bureaucracy Challenged? ', Work, Employment and Society18(1): 97—114.
22.
Korczynski, M. (2005) `The Point of Selling: Capitalism, Consumption and Contradictions', Organization12(1): 69—88.
23.
Korczynski, M., Shire, K., Frenkel, S. and Tam, M. (2000) `Service Work in Consumer Capitalism: Customers, Control and Contradictions', Work, Employment and Society14(4): 669—87.
24.
Leidner, R. (1993) Service Work and the Routinization of Everyday Life. London: University of California .
25.
Ritzer, G. (1996) The McDonaldization of Society: An Investigation into the Changing Character of Contemporary Life. Newbury Park, CA: Pine Forge Press.
26.
Royle, T. and Towers, B. (eds) (2002) Labour Relations in the Global Fast Food Industry. London: Routledge .
27.
Smith, M. (2005) `Politics and the Struggle', International Socialism105: 111—23.
28.
Taylor, P. and Bain, P. (2001) `Trade unions, workers' rights and the frontier of control in UK call centres', Economic and Industrial Democracy22(1): 39—66.
29.
Weber, M. (1978) Economy and Society. Berkeley : University of California.
30.
Wright, E.O. (2002) `The Shadow of Exploitation in Weber's Class Analysis ', American Sociological Review67 (December): 832—53.