I'm Sorry You Feel That Way
The New Cultures of Customer Service
$73.34
- Paperback
296 pages
- Release Date
13 April 2026
Summary
This book examines how twenty-first-century capitalism is reshaping the roles of customer and customer service provider, explaining why consumer capitalism has become so oppressive for many. In call centers, banks, airports, universities, public transportation, hospitals, and other critical locations, the increasing focus on profit and hyper-technologization has created a conflict between customers and workers. Many consumers feel caught in frustrating and confusing systems that consume a lar…
Book Details
| ISBN-13: | 9781503646506 |
|---|---|
| ISBN-10: | 1503646505 |
| Author: | Diane Negra |
| Publisher: | Stanford University Press |
| Imprint: | Stanford University Press |
| Format: | Paperback |
| Number of Pages: | 296 |
| Release Date: | 13 April 2026 |
| Weight: | 0g |
| Dimensions: | 229mm x 152mm |
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What They're Saying
Critics Review
“Negra brilliantly analyses the transformation of customer service alongside its affective and mediated dimensions. Extensively researched and deeply original.” -Laurie Ouellette, author of Lifestyle TV
“This incisive book finally explains why seeking agency in systems designed to deflect us has proven so maddening, revealing the hidden architectures of power that shape these encounters.” - Anna Watkins Fisher, author of The Play in the System
About The Author
Diane Negra
Diane Negra is Professor of Film Studies and Screen Culture at University College Dublin. A member of the Royal Irish Academy, she is the author, editor or co-editor of fourteen books.
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