Punching in : the unauthorized adventures of a front-line employee - FRANKEL (New York : Harper Collins Pubs., 2007)
Like an intrepid anthropologist, Frankel immerses him-self in self-contained commercial cultures-UPS, Gap, and Starbuck, among other-and resurfaces to write with great empathy and keen insight about the workings of the service economy. Punching in will make you think twice- and think differently-about the human interactions that lay behind our everyday transactions.
Keywords: Employee loyalty; Employee loyalty Case studies; Employee motivation; Employee motivation Case studies; Interpersonal relations; Organizational commitment