Branding on the Shop Floor

Service branding is a particular form of emotional management, where employees are regarded as adaptable media, who can be trained to convey corporate values while interacting with customers. This paper examines the identity work of butchers during the…

Service Workers: Governmentality and Emotion Management

That all may be quiet on the shop floor could be a result of governmentality projects. But what lies beneath an appearance of professionalism? I undertook an empirical field study of workers in the service industry to examine contradictory and competin…

Imagining Rural Audiences in Remote Western Australia

In 1979, Australia’s then-Communication Minister Tony Staley commented that the introduction of satellite communications to the bush would “dispel the distance – mental as well as geographical – between urban and regional dwellers, between the haves an…