Punching in: One Man's Undercover Adventures on the Front Lines of America's Best-Known Companies, (Paperback)

Journalist Frankel went undercover and joined the ranks of low-paid, retail, and service employees of some of America's best-known companies to find out how these companies train thousands of average individuals, turn them into cheerleaders for their products, and then send them to the front lines where they become the main point of contact with customers.