Abstract

A profusion of jobs has arisen in contemporary capitalism involving ‘connective labor’, or the work of emotional recognition. Yet the expansion of this interpersonal work occurs at the same time as its systematization, as pressures of efficiency, measurement and automation reshape the work, generating a ‘colliding intensification’. Existing scholarship offers three different ways of understanding the role of emotions in connective labor – as tool, commodity or vulnerability – depending on their view of systematization as useful, inseparable or dehumanizing. Based on 106 in-depth interviews and 300+ hours of observations, I found that vestiges of all three models lurked in the experience of providing connective labor, yet none fully captured the profound meaning practitioners reported finding in their work. Systems varied on three dimensions, reflecting the relative worth of worker, recipient or the work, extracting value from the forged connections, while the meanings workers derived shaped their perspective on its systematization.