6. Service Work: Fordism, Neo-Fordism and Post-Fordism

For a critique of Hochschild's thesis read Brook (2009) 'The Alienated Heart: Hochschild's "emotional labour" thesis and the anti-capitalist politics of alienation', Capital and Class, 33 (2): 7–31 and Gatta (2009) 'High touch and here-to-stay: future skills demands in US low wage service occupations', Sociology, 43 (5): 968–89 considers the skill debate in relation to face-to-face interactive service work.