Chapter 4. Mystery Shoppers and Self- Monitors: Managing Emotional Labor to Improve the Corporate Image

Chapters in this book

1. Frontmatter i
2. CONTENTS v
3. Introduction: Surveillance Under Capitalism 1
4. Chapter 1. Enslaved Watchmen: Surveillance and Sousveillance in Jamaica and the British Atlantic World 27
5. Chapter 2. The Information Bazaar: Mail- Order Magazines and the Gilded Age Trade in Consumer Data 46
6. Chapter 3. The Case of the Competing Pinkertons: Managing Reputation Through the Paperwork and Bureaucracy of Surveillance 65
7. Chapter 4. Mystery Shoppers and Self- Monitors: Managing Emotional Labor to Improve the Corporate Image 84
8. Chapter 5. The Watchful Gaze Behind the Welcoming Smile: Surveilling the Guest in American Hotels in the Interwar Period 97
9. Chapter 6. Seeing Straight: Policing Sexualities in 1930s Manhattan Nightclubs 118
10. Chapter 7. High Priority: Business’s War on Drugs and the Expansion of Surveillance in the United States 138
11. Chapter 8. Why Did Uptown Go Down in Flames? Uptown Cigarettes and the Targeted Marketing Crisis 160
12. Chapter 9. Surveillance Capitalism Online: Cookies, Notice and Choice, and Web Privacy 183
13. Afterword 203
14. NOTES 211
15. CONTRIBUTORS 257
16. INDEX 261
17. ACKNOWLEDGMENTS 267