We Pay Them to Be Rude to Us

We Pay Them to Be Rude to Us - We Pay Them to Be Rude to Us...

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We Pay Them to Be Rude to Us In the service economy, all of us want to take the chute. By PEGGY NOONAN Why has the JetBlue flight attendant story captured everyone's imagination? Because the whole country wants to take the emergency chute. You know the story: A steward named Steven Slater, after a difficult flight, apparently got fed up, grabbed the intercom, cursed out passengers, and made a speedy and unauthorized exit, activating and sliding down the emergency chute, some say with a beer in each hand. Then he drove home. He says passengers were unruly; two Wall Street Journal reporters, Tamer El-Ghobashy and Sean Gardiner, tracked down passengers who said he was unruly. However it turns out, the story struck a chord and hit a nerve. MySpace and Facebook pages sprang up, T-shirt makers peddled T-shirts saying "Quit Your Job With Style" on one side and "I'm With Slater" on the other. On one of the Slater pages on Facebook a thread asked "What job should Steve do next?" and ironic answers flooded in: "talk show host," "anger management counselor," "air traffic controller." A Wall Street Journal/NBC poll suggested Mr. Slater's act reflected broad public anger, and pundits seized it as a political story: "JetBlue nation" will throw the bums out in November. View Full Image Martin Kozlowski
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But it doesn't strike me as a political story. I think it's a cultural story. American culture is, one way or another, business culture, and our business is service. Once we were a great industrial nation. Now we are a service economy. Which means we are forced to interact with each other, every day, in person and by phone and email. And it's making us all a little mad. I'm not sure we've fully noted the social implications of the shift from industry to service. We
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This note was uploaded on 03/12/2011 for the course MKTG 3650 taught by Professor Thompson during the Spring '08 term at North Texas.

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We Pay Them to Be Rude to Us - We Pay Them to Be Rude to Us...

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