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theses

This dissertation explores how “customers” of three different locations of a major coffee shop chain accomplish work-like activities. By examining the blurred boundaries within the context of “publicness” and “privateness,” this study examines the kinds of work-like activities that were performed, and explores views of work by “customers” that routinely occupy these spaces. The reasons “customers” report about their working in these coffee shops are examined, along with how they feel when doing so, and what encourages doing work-like activities in these coffee shops. By identifying norms that are both reproduced and breached, the interaction between social actors as they navigate challenges as “customers” is explored. Data for this study were obtained through 108 participant observations and 30 interviews with those who conduct work-like activities in these coffee shops. Participant observation provided data in two forms, fieldnotes containing observations of interaction and data regarding my involvement as a “customer” in these coffee shops. The study utilizes the theory-based natural history method (Mokros, 2003), consisting of interpretive microanalysis rooted in the constitutive perspective of communication (Goffman, 1959; 1967). The constitutive view captured both interaction and talk as work-like activities are accomplished, whereby “publicness” and “privateness” reveal the primary blurred boundary of “customer” and “worker,” along with the eroding of the boundaries between “home” and “work,” and “recognized” and “unrecognized” work, which accounts for face-work (Goffman, 1967). Face-work contributes a broadened understanding of work by focusing on the interaction that occurs between “customers.” Three types of encounters for work-like activities are identified, namely unplanned, planned, and opportunistic, and “customer” identity is captured as emergent, contributing to the constitutive view of identity (Mokros, 2003). Micro-level occurrences producing affirmed norms, such as speaking in lowered voices, and those breached, such as actors’ work-like practices obstructing others, were identified. Taken together, these contributions indicate the relational nature of work-like activities as they occur in interaction in these coffee shops. Macro-level implications of these micro-level occurrences are discussed, along with the limitations, ethical considerations, and an agenda for future research.

ETD_5509

Ph.D.

Includes bibliographical references

by Erin Christie

doi:10.7282/T3V40SHG

ETD doctoral

The author owns the copyright to this work.