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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
1

Service work and the commercialized relationship: a case study of a multinational soft drink company in China.

January 2003 (has links)
Fang Fang. / Thesis (M.Phil.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 158-168). / Abstracts in English and Chinese. / ABSTRACT --- p.i / ACKNOLEDGEMENTS --- p.iii / CONTENTS --- p.v / Chapter CHAPTER 1 --- Introduction --- p.1 / Chapter 1.1 --- Empirical Puzzles and Theoretical Questions / Chapter 1.2 --- Casing a Case: A Multinational Soft Drink Company as a Theoretical Case to Study the Interactive Service Work and Emotional Labor / Chapter 1.3 --- The Research / Chapter 1.4 --- Overview of the Thesis / Chapter CHAPTER 2 --- Literature Review --- p.17 / Chapter 2.1 --- Labor Control in Interactive Service Work / Chapter 2.2 --- The Dynamic Relationship among Three Parties / Chapter 2.3 --- The Limitation of Emotional Labor in Existence Literature / Chapter CHAPTER 3 --- The Background of the CRs --- p.35 / Chapter 3.1 --- The Soft Drink Industry in China / Chapter 3.2 --- The Characteristics of Soft Drink / Chapter 3.3 --- The Customers Whom the CRs Interact With / Chapter 3.4 --- The Response of Ultimate Consumers / Chapter 3.5 --- The Development of CR / Chapter Chapter 4 --- Distribution of Power and Responsibility --- p.48 / Chapter 4.1 --- Choose the Right Person / Chapter 4.2 --- Comprehensive and All Round Training / Chapter 4.3 --- Getting People to Work / Chapter 4.4 --- Birth of a Principal of the Fixed Area / Chapter Chapter 5 --- Building Relationship Before Selling --- p.85 / Chapter 5.1 --- The Strategy the CRs Use to Control the Customers / Chapter 5.2 --- The Background of Relationship Based Interaction / Chapter 5.3 --- The Dynamic Relationship among Three Parties / Chapter Chapter 6 --- Emotion: the Instrument of Work --- p.121 / Chapter 6.1 --- Surface Acting VS Deep Acting / Chapter 6.2 --- The Functions and Dysfunctions of Emotional Labor / Chapter 6.3 --- The Emotions being Applied in the Work / Chapter Chapter 7 --- Conclusion --- p.144 / Chapter 7.1 --- A New Form of Management Control / Chapter 7.2 --- A Localized Selling Method: Building Personal Relationship / Chapter 7.3 --- A Mass Production of Emotions / Chapter 7.4 --- The Service Society and Rationality / Chapter 7.5 --- Limitations of the Present Study / Appendix 1 RMS (Relative Market Share) Ratio in Shenzhen --- p.155 / Appendix 2 The Granny-Young Lady Picture --- p.156 / Appendix 3 The Background of Informants --- p.157 / Key References --- p.158

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