Social and Behavioral Sciences Commons^™

"Its Own Little City": Service Work In Truck Stops, Michelle Elizabeth Williams

Graduate Student Theses, Dissertations, & Professional Papers

Montana truck stops act as a meeting place for long-haul truckers, vacationers, local commuters, and the workers simply trying to earn a living. The employees at such truck stops must navigate working-class customer service norms while interacting with a unique and diverse set of customers. The ethnographic and interview data that I collected during the 2020 offers a unique view of how customer service employees fared during political unrest, global health concerns, and financial struggle. Additionally, this study highlights the power dynamics that exist in the service industry by examining how such dynamics manifest in the interactions surrounding face masks, …