Works Cited

"Marx's Theory of Alienation." Wikipedia. Wikipedia, 26 June

2012. Web. 14 Aug. 2012.
<http://en.wikipedia.org/wiki/Marx's_theory_of_alienation>.
National Customer Service Association. NCSA, 2012. Web. 14 Aug.
2012.
<http://www.nationalcsa.com/courses/cust_essentials.php>.
Rothberg, Greg. UC Irvine Campus Recreation Job Standards. 1-8.
Print.
UCI Campus Recreation. Ed. Suzanne Powell. UCI, Web. 14 Aug.
2012.
<http://www.campusrec.uci.edu/>.
Annotated Bibliography
Wikipedia, comprised of an assortment of authors
knowledgeable in their own respective field, summarize and
explain Marxs proposed types of alienation. This explanation is
published in an online wiki page devoted to the subject. To
support their claims, the authors cite Karl Marxs The German
Ideology, a paper titled Marx on Alienation, as well as other
relevant academic sources. This wiki is aimed at scholars
interested in learning more about Marxs view on capitalism with
the goal of providing a basis for studying alienation in a
Capitalist system. According to Marx, because the ARC Front Desk
resides in a Capitalist economy, there are forms of alienation
present which I will illuminate with part of my ethnography.
The National Customer Service Association, an organization
that has provided customer service training and seminars for
years, constructed a website to convey their goal of training
individuals and businesses to provide excellent customer service.
They do so on an online website dedicated to the organization.
All claims and goals on the website are substantiated by the
goals of training courses and their outcomes. The creators of the
website intend to reach new employees and managers in customer
service fields to train them to master the art of customer
relations. This source will provide me with a reliable source to
compare the customer service expectations of the ARC with the
expectations of a national organization.

Greg Rothberg, graduate of University of Southern

Mississippi with a Master of the Arts in Sports Management and
Campus Recreation Administrator since 1990, edited and approved
this collection of standards to establish a base for on-the-job
behavior. Job Standards is presented as a printed, bullet-point
list of policies and expectations. The creator of this list
references rules directly from an entire list of ARC policies as
well as basic, widely accepted standards of customer service. The
Job Standards packet was made specifically for new Front Desk and
Gear Up staff to learn the basic customer service skills that
they are expected to take on as they learn their duties. This
source will provide me with a concrete list of expected behaviors
to back up my observations of behavioral habits at the ARC.
Suzanne Powell, graduate of some place with a masters
degree in something, regularly updates the UCI Campus Recreation
website to provide relevant information to current ARC members.
This information is published on an online, UCI-based website.
The presented information is transferred directly from multiple
sources within the ARC, including class times and prices from the
Sales Desk, and entrance policies from the Front Desk. The Campus
Recreation website is made for ARC members, including UCI
students, with the goal of informing them about activities that
they can engage in at the ARC. This website, along with my
experience at the ARC, will provide me with a basis for
understanding the ARC and what happens within.