I'm Sorry You Feel That Way : The New Cultures of Customer Service.

Format:

Book

Author/Creator:

Negra, Diane.

Language:

English

Subjects (All):

Customer services--Social aspects.

Customer services.

Customer relations.

Service industries.

Physical Description:

1 online resource (290 pages)

Edition:

1st ed.

Place of Publication:

Redwood City : Stanford University Press, 2026.

Summary:

This book is about how twenty-first century capitalism is re-making the roles of customer and customer service provider, shedding light on why consumer capitalism has come to feel so punishing for so many.

Contents:

Frontmatter

Contents

Preface

Introduction: The Immiserated Customer

One Corporate Emotions and Weak Social Ties

Two Service Reduction and Customer Micro-Rebellions

Three Gotcha Customer Service and Securitization

Four Anti-Customer Tactics and the Decline of In-Person Shopping

Five Status Stratification and Techlash: From Self-Service to Premium Service

Six: The Misery of Compulsory IT

Seven Automation, Estrangement, and the Shift to Low/No Service

Eight Customer Labor and the Third Shift

Nine Negotiating Customer Conflict: From Staff Revenge to Celebrity Rudeness

Ten Representational Habits of Customer Service Media

Conclusion

Acknowledgments

Notes

Index

Notes:

Description based on publisher supplied metadata and other sources.

Part of the metadata in this record was created by AI, based on the text of the resource.

Other Format:

Print version: Negra, Diane I'm Sorry You Feel That Way

ISBN:

9781503646513

OCLC:

1579812139