Publications

Publication details [#51802]

Carlone, David. 2008. The Contradictions of Communicative Labor in Service Work. Communication and Critical/Cultural Studies 5 (3) : 158–179.

Publication type

Article in journal

Publication language

English

Keywords

communication | contradicting | critical discourse analysis | economics | service encounter

Place, Publisher

Routledge

Annotation

As US customer service communicative labor bridges production and consumption, this constitutes a contradiction, which job-training students resist. The communicative labor translates the 'mutuality' communication commonplace into a self-other technology to secure customers, whilst requiring also a technology that objectifies customers.