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COM 597, Fall 2011 – Reading Guide Questions for October 17

For Carlone, "Ethics of Customer Service":

1. Does the dialectic of care and control ring true for you as a customer/client?  As a service provider?  In what specific ways?

2. In what ways does what Carlone reports correspond to the research Ford reports in chapters 5 and 6?  In what ways does it diverge from that research? 

For Carlone, "The Contradictions of Communicative Labor in Service Work":

1. How and with whom did he do the study?

2. Look at the totality of what Ann, the instructor, tells the students.  To what extent does it ring true for you and to what extent doesn't it? And what links do you see between what Ann tells the students and concepts we've discussed in this class and your other communication classes?

Some examples I'm thinking of are what she tells them about big-spending customers, about callers in need, about maintaining distance, and about the limitations of citing company policy.  I bet you'll have others as well.

3. Does the care-control dialectic represent as much of an ethical dilemma for you as it does for some of these students?  Why or why not?

For both:

1. What did I miss in this reading that we should talk about?  Please don't say "nothin'!"

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