The Disneyization of Service Work in Financial Organizations

The Disneyization of Service Work in Financial Organizations

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My study investigates the nature of performance-based customer service through a content analysis of bank teller employment advertisements and banking advertisements from the New York Times, spanning the years of 1975-2005. Results of my analysis, when combined with additional evidence of the qdisneyizationq phenomenon, show that there is an increasing emphasis on customer service within the banking industry.My study investigates the nature of performance-based customer service through a content analysis of bank teller employment advertisements and banking advertisements from the New York Times, spanning the years of 1975-2005.


Title:The Disneyization of Service Work in Financial Organizations
Author: Karen Schreiner
Publisher:ProQuest - 2007
ISBN-13:

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