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The contradictions of communicative labor in service work

UNCG Author/Contributor (non-UNCG co-authors, if there are any, appear on document)
David Carlone, Associate Professor (Creator)
Institution
The University of North Carolina at Greensboro (UNCG )
Web Site: http://library.uncg.edu/

Abstract: Boundaries dividing communication and culture from economy are fluid. The US services economy, with broad and deep growth, illustrates this fluidity. This paper applies theorizations of the relationship between communication and capitalism to a customer service job-training course for dislocated workers. A site of communication education, the course teaches students to be successful customer service representatives. Customer service communicative labor bridges production and consumption and, thus, is contradictory. The communicative labor translates the communication commonplace of mutuality into a self-other technology to affirm customers, and also requires a technology that objectifies customers. Job-training students resist this contradiction.

Additional Information

Publication
Communication and Critical/Cultural Studies, 5, 158-179
Language: English
Date: 2008
Keywords
Communication Commonplaces, Communicative Labor, Job Training, Resistance, Service Work