Notes on the Contributors
Servicing Societies?: Colonisation, Control, Contradiction and Contestation; A.Sturdy
Academic Discourses of the Customer: Sovereign Beings, Management Accomplices or People Like Us?; P.Rosenthal, R.Peccei & S.Hill
Representing Customer Service: Telephones and Texts; E.Wray-Bliss
Juggling Justice and Care: Gendered Customer Service in the Contemporary Airline Industry; M.Tyler & S.Taylor
The Contradictions of Service Work: The Call Centre as Customer-Oriented Bureaucracy; M.Korczynski
From Person to System Oriented Customer Service; G.Ritzer & T.Stillman
'Empowering Customers Through Education' or Governing Without Government?; D.Hodgson
Struggles for the Control of Affect: Resistance as Politics and Emotion; A.Sturdy & S.Fineman
The Customer is Always Right? Customer Satisfaction Surveys as Employee Control Mechanisms in Professional Service Work; J.Manley
The Importance of Being Aesthetic: Work, Employment and Service Organisation; D.Nickson, C.Warhurst, A.Witz & A.Cullen
Relationship Marketing, E-commerce and the Emancipation of the Consumer; J.Fitchett & P.McDonagh
Epilogue; P.du Gay.

ANNE-MARIE CULLEN is a doctoral student in the Department of Human Resource Management, University of Strathclyde, UK PAUL DU GAY is Senior Lecturer in Sociology, The Open University, UK STEVE FINEMAN is Head of Research and Professor of Organisational Behaviour, School of Management, University of Bath, UK JAMES FITCHETT is Lecturer in Marketing and Consumer Research, University of Exeter, UK STEPHEN HILL Professor of Sociology, London School of Economics, UK DAMIAN HODGSON Lecturer in Organisational Analysis & HRM, Manchester School of Management, UMIST, UK MAREK KORCZYNSKI Lecturer in Employment Relations, Loughborough University Business School JOAN MANLEY Assistant Professor of Sociology, Texas A&M University, USA PIERRE MCDONAGH is Lecturer in Research Methods and Marketing Communications, Dublin Institute of Technology, Ireland DENNIS NICKSON is Senior Lecturer, University of Strathclyde, UK RICARDO PECCEI is Senior Lecturer in Organisational Analysis & HRM, Management Centre, King's College London, UK GEORGE RITZER is Professor of Sociology, University of Maryland, USA PATRICE ROSENTHAL is Senior Lecturer in Organisational Analysis & HRM, Management Centre, King's College London, UK TODD STILLMAN is a graduate student in Sociology, University of Maryland, USA STEVE TAYLOR is Principal Lecturer in Sociology, University of Teesside, UK MELISSA TYLER is Lecturer in Sociology, Glasgow Caledonian University, UK CHRIS WARHURST is Senior Lecturer in HRM, University of Strathclyde, UK HUGH WILLMOTT is Professor of Organisational Analysis, Manchester School of Management, UMIST, UK ANNE WITZ is Senior Lecturer in Sociology, University of Strathclyde, UK EDWARD WRAY-BLISS is Lecturer in Business and Management, University of Stirling