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

Fang Fang.Thesis (M.Phil.)--Chinese University of Hong Kong, 2003.Includes bibliographical references (leaves 158-168).Abstracts in English and Chinese.ABSTRACT --- p.iACKNOLEDGEMENTS --- p.iiiCONTENTS --- p.vChapter CHAPTER 1 --- Introduction --- p.1Chapter 1.1 --- Empirical Puzzles and Theoretical QuestionsChapter 1.2 --- Casing a Case: A Multinational Soft Drink Company as a Theoretical Case to Study the Interactive Service Work and Emotional LaborChapter 1.3 --- The ResearchChapter 1.4 --- Overview of the ThesisChapter CHAPTER 2 --- Literature Review --- p.17Chapter 2.1 --- Labor Control in Interactive Service WorkChapter 2.2 --- The Dynamic Relationship among Three PartiesChapter 2.3 --- The Limitation of Emotional Labor in Existence LiteratureChapter CHAPTER 3 --- The Background of the CRs --- p.35Chapter 3.1 --- The Soft Drink Industry in ChinaChapter 3.2 --- The Characteristics of Soft DrinkChapter 3.3 --- The Customers Whom the CRs Interact WithChapter 3.4 --- The Response of Ultimate ConsumersChapter 3.5 --- The Development of CRChapter Chapter 4 --- Distribution of Power and Responsibility --- p.48Chapter 4.1 --- Choose the Right PersonChapter 4.2 --- Comprehensive and All Round TrainingChapter 4.3 --- Getting People to WorkChapter 4.4 --- Birth of a Principal of the Fixed AreaChapter Chapter 5 --- Building Relationship Before Selling --- p.85Chapter 5.1 --- The Strategy the CRs Use to Control the CustomersChapter 5.2 --- The Background of Relationship Based InteractionChapter 5.3 --- The Dynamic Relationship among Three PartiesChapter Chapter 6 --- Emotion: the Instrument of Work --- p.121Chapter 6.1 --- Surface Acting VS Deep ActingChapter 6.2 --- The Functions and Dysfunctions of Emotional LaborChapter 6.3 --- The Emotions being Applied in the WorkChapter Chapter 7 --- Conclusion --- p.144Chapter 7.1 --- A New Form of Management ControlChapter 7.2 --- A Localized Selling Method: Building Personal RelationshipChapter 7.3 --- A Mass Production of EmotionsChapter 7.4 --- The Service Society and RationalityChapter 7.5 --- Limitations of the Present StudyAppendix 1 RMS (Relative Market Share) Ratio in Shenzhen --- p.155Appendix 2 The Granny-Young Lady Picture --- p.156Appendix 3 The Background of Informants --- p.157Key References --- p.15