Phone Clones: Authenticity Work in the Transnational Service Economy
Transnational customer service workers are an emerging touchstone of globalization given their location at the intersecting borders of identity, class, nation, and production. Unlike outsourced manufacturing jobs, call center work requires voice-to-voice conversation with distant customers; part of...
Gespeichert in:
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| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Ithaca, N.Y.
Cornell University Press
[2012]
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| Schlagworte: | |
| Online-Zugang: | FHA01 FKE01 FLA01 UBG01 UPA01 FAW01 FAB01 FCO01 Volltext |
| Zusammenfassung: | Transnational customer service workers are an emerging touchstone of globalization given their location at the intersecting borders of identity, class, nation, and production. Unlike outsourced manufacturing jobs, call center work requires voice-to-voice conversation with distant customers; part of the product being exchanged in these interactions is a responsive, caring, connected self. In Phone Clones, Kiran Mirchandani explores the experiences of the men and women who work in Indian call centers through one hundred interviews with workers in Bangalore, Delhi, and Pune.As capital crosses national borders, colonial histories and racial hierarchies become inextricably intertwined. As a result, call center workers in India need to imagine themselves in the eyes of their Western clients-to represent themselves both as foreign workers who do not threaten Western jobs and as being "just like" their customers in the West. In order to become these imagined ideal workers, they must be believable and authentic in their emulation of this ideal. In conversation with Western clients, Indian customer service agents proclaim their legitimacy, an effort Mirchandani calls "authenticity work," which involves establishing familiarity in light of expectations of difference. In their daily interactions with customers, managers and trainers, Indian call center workers reflect and reenact a complex interplay of colonial histories, gender practices, class relations, and national interests |
| Beschreibung: | Description based on online resource; title from PDF title page (publisher's Web site, viewed Feb. 24, 2017) |
| Beschreibung: | 1 online resource |
| ISBN: | 9780801464140 |
| DOI: | 10.7591/9780801464140 |
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| spelling | Mirchandani, Kiran Verfasser aut Phone Clones Authenticity Work in the Transnational Service Economy Kiran Mirchandani Ithaca, N.Y. Cornell University Press [2012] © 2012 1 online resource txt rdacontent c rdamedia cr rdacarrier Description based on online resource; title from PDF title page (publisher's Web site, viewed Feb. 24, 2017) Transnational customer service workers are an emerging touchstone of globalization given their location at the intersecting borders of identity, class, nation, and production. Unlike outsourced manufacturing jobs, call center work requires voice-to-voice conversation with distant customers; part of the product being exchanged in these interactions is a responsive, caring, connected self. In Phone Clones, Kiran Mirchandani explores the experiences of the men and women who work in Indian call centers through one hundred interviews with workers in Bangalore, Delhi, and Pune.As capital crosses national borders, colonial histories and racial hierarchies become inextricably intertwined. As a result, call center workers in India need to imagine themselves in the eyes of their Western clients-to represent themselves both as foreign workers who do not threaten Western jobs and as being "just like" their customers in the West. In order to become these imagined ideal workers, they must be believable and authentic in their emulation of this ideal. In conversation with Western clients, Indian customer service agents proclaim their legitimacy, an effort Mirchandani calls "authenticity work," which involves establishing familiarity in light of expectations of difference. In their daily interactions with customers, managers and trainers, Indian call center workers reflect and reenact a complex interplay of colonial histories, gender practices, class relations, and national interests In English Gesellschaft Multinationales Unternehmen Call center agents India Social conditions Customer services Social aspects India International business enterprises Social aspects India Service industries workers India Social conditions Callcenter (DE-588)4456666-9 gnd rswk-swf Soziale Situation (DE-588)4077575-6 gnd rswk-swf Multinationales Unternehmen (DE-588)4075092-9 gnd rswk-swf Mitarbeiter (DE-588)4120744-0 gnd rswk-swf Indien Indien (DE-588)4026722-2 gnd rswk-swf Indien (DE-588)4026722-2 g Callcenter (DE-588)4456666-9 s Multinationales Unternehmen (DE-588)4075092-9 s Mitarbeiter (DE-588)4120744-0 s Soziale Situation (DE-588)4077575-6 s 1\p DE-604 https://doi.org/10.7591/9780801464140 Verlag URL des Erstveröffentlichers Volltext 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Mirchandani, Kiran Phone Clones Authenticity Work in the Transnational Service Economy Gesellschaft Multinationales Unternehmen Call center agents India Social conditions Customer services Social aspects India International business enterprises Social aspects India Service industries workers India Social conditions Callcenter (DE-588)4456666-9 gnd Soziale Situation (DE-588)4077575-6 gnd Multinationales Unternehmen (DE-588)4075092-9 gnd Mitarbeiter (DE-588)4120744-0 gnd |
| subject_GND | (DE-588)4456666-9 (DE-588)4077575-6 (DE-588)4075092-9 (DE-588)4120744-0 (DE-588)4026722-2 |
| title | Phone Clones Authenticity Work in the Transnational Service Economy |
| title_auth | Phone Clones Authenticity Work in the Transnational Service Economy |
| title_exact_search | Phone Clones Authenticity Work in the Transnational Service Economy |
| title_full | Phone Clones Authenticity Work in the Transnational Service Economy Kiran Mirchandani |
| title_fullStr | Phone Clones Authenticity Work in the Transnational Service Economy Kiran Mirchandani |
| title_full_unstemmed | Phone Clones Authenticity Work in the Transnational Service Economy Kiran Mirchandani |
| title_short | Phone Clones |
| title_sort | phone clones authenticity work in the transnational service economy |
| title_sub | Authenticity Work in the Transnational Service Economy |
| topic | Gesellschaft Multinationales Unternehmen Call center agents India Social conditions Customer services Social aspects India International business enterprises Social aspects India Service industries workers India Social conditions Callcenter (DE-588)4456666-9 gnd Soziale Situation (DE-588)4077575-6 gnd Multinationales Unternehmen (DE-588)4075092-9 gnd Mitarbeiter (DE-588)4120744-0 gnd |
| topic_facet | Gesellschaft Multinationales Unternehmen Call center agents India Social conditions Customer services Social aspects India International business enterprises Social aspects India Service industries workers India Social conditions Callcenter Soziale Situation Mitarbeiter Indien |
| url | https://doi.org/10.7591/9780801464140 |
| work_keys_str_mv | AT mirchandanikiran phoneclonesauthenticityworkinthetransnationalserviceeconomy |