Chapters in this book

1. Frontmatter i
2. Contents v
3. Preface vii
4. Introduction: The Immiserated Customer 1
5. One Corporate Emotions and Weak Social Ties 26
6. Two Service Reduction and Customer Micro-Rebellions 38
7. Three Gotcha Customer Service and Securitization 57
8. Four Anti-Customer Tactics and the Decline of In-Person Shopping 72
9. Five Status Stratification and Techlash: From Self-Service to Premium Service 91
10. Six: The Misery of Compulsory IT 110
11. Seven Automation, Estrangement, and the Shift to Low/No Service 128
12. Eight Customer Labor and the Third Shift 152
13. Nine Negotiating Customer Conflict: From Staff Revenge to Celebrity Rudeness 174
14. Ten Representational Habits of Customer Service Media 189
15. Conclusion 208
16. Acknowledgments 215
17. Notes 217
18. Index 273