“I am a genuine person”: sales training and the limits of moulding instrumentality

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Kakavelakis, Kostas; Felstead, Alan; Fuller, Alison; Jewson, Nick; Unwin, Lorna;
  • Publisher: Cardiff
  • Subject: H1

Sales work is a key feature of the contemporary service economy which\ud has prompted considerable academic debate. This has centred on the\ud processes of standardization exemplified by sales routines and scripts. It\ud is frequently suggested that these management dev... View more
  • References (7)

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    Gabriel, Y. 1999. Beyond Happy Families: A Critical Re-evaluation of the ControlResistance-Identity Triangle. Human Relations 52(2), pp. 179-203.

    Goffman, E. 1959. The Presentation of Self in Everyday Life. London: Penguin.

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