Coverart for item
The Resource Phone Clones : Authenticity Work in the Transnational Service Economy, Kiran Mirchandani

Phone Clones : Authenticity Work in the Transnational Service Economy, Kiran Mirchandani

Label
Phone Clones : Authenticity Work in the Transnational Service Economy
Title
Phone Clones
Title remainder
Authenticity Work in the Transnational Service Economy
Statement of responsibility
Kiran Mirchandani
Creator
Subject
Genre
Language
eng
Summary
"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."--Publisher
Cataloging source
YDXCP
http://library.link/vocab/creatorDate
1968-
http://library.link/vocab/creatorName
Mirchandani, Kiran
Illustrations
illustrations
Index
index present
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/subjectName
  • Call center agents
  • Service industries workers
  • Customer services
  • International business enterprises
  • Intercultural communication
  • Identity (Psychology)
  • SOCIAL SCIENCE
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • Customer services
  • Identity (Psychology)
  • Intercultural communication
  • International business enterprises
  • India
Label
Phone Clones : Authenticity Work in the Transnational Service Economy, Kiran Mirchandani
Instantiates
Publication
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Introduction : the authentic clone -- Transnational customer service : a new touchstone of globalization -- Language training : the making of the deficient worker -- Hate nationalism and the outsourcing backlash -- Surveillance schooling for professional clones -- "Don't take calls, make contact!" : legitimizing racist abuse -- Being nowhere in the world : synchronous work and gendered time -- Conclusion : authenticity work in the transnational service economy
Control code
ocn786447021
Dimensions
unknown
Extent
1 online resource (x, 174 pages)
Form of item
online
Isbn
9780801464140
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Note
JSTOR
Other physical details
illustrations
http://library.link/vocab/ext/overdrive/overdriveId
22573/ctt4r0xr
Specific material designation
remote
System control number
(OCoLC)786447021
Label
Phone Clones : Authenticity Work in the Transnational Service Economy, Kiran Mirchandani
Publication
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Introduction : the authentic clone -- Transnational customer service : a new touchstone of globalization -- Language training : the making of the deficient worker -- Hate nationalism and the outsourcing backlash -- Surveillance schooling for professional clones -- "Don't take calls, make contact!" : legitimizing racist abuse -- Being nowhere in the world : synchronous work and gendered time -- Conclusion : authenticity work in the transnational service economy
Control code
ocn786447021
Dimensions
unknown
Extent
1 online resource (x, 174 pages)
Form of item
online
Isbn
9780801464140
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Note
JSTOR
Other physical details
illustrations
http://library.link/vocab/ext/overdrive/overdriveId
22573/ctt4r0xr
Specific material designation
remote
System control number
(OCoLC)786447021

Library Locations

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      32.771354 -117.193327
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