Phone Clones

Author: Kiran Mirchandani
Publisher: Cornell University Press
ISBN: 0801464617
Format: PDF, Kindle
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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.

Gender in Transnational Knowledge Work

Author: Helen Peterson
Publisher: Springer
ISBN: 3319433075
Format: PDF
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This is he first edited book on gender issues in transnational business cooperation concerning knowledge work. This area has so far been researched mainly by organizational theorists, with their background in business studies, finance, communication or sociology, and gender has seldom been taken into account in these studies. This book shows how fruitful a gendered take on issues within this area is, both for a deepened understanding of these organizational issues and for a widened understanding of gender issues. The chapters in the book cover a range of themes from a gender perspective; culture, communication, identity work, structures, organizational change, globalization, mobility, resistance, leadership and management, international business, work life balance, education and labour market, policies and value systems. The chapters also demonstrate the multidisciplinarity within gender research itself and how different perspectives on gender can be combined and developed. They on the social constructionist approach of “doing gender”, feminist organization theory, gendered discourse analysis, techno-feminism, and critical studies on men and masculinities. The book provides insights relevant for some of the relevant debates in business, economics, geography, sociology, and gender and women’s studies. While primarily a research volume, the book is also useful for people who develop and manage transnational business relations.

Engaging Superdiversity

Author: Karel Arnaut
Publisher: Multilingual Matters
ISBN: 1783096810
Format: PDF, Mobi
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This book is the fruition of five years’ work in exploring the idea of superdiversity. The editors argue that sociolinguistic superdiversity could be a source of inspiration to a wide range of post-structuralist, post-colonial and neo-Marxist interdisciplinary research into the potential and the limits of human cultural creativity and societal renewal under conditions of increasing and complexifying global connectivity. Through case studies of language practices in spaces understood as inherently translocal and multi-layered (classrooms and schools, youth spaces, mercantile spaces and nation-states), this book explores the relevance of superdiversity for the social and human sciences and positions it as a research perspective in sociolinguistics and beyond.

Borders in Service

Author: Kiran Mirchandani
Publisher: University of Toronto Press
ISBN: 148752059X
Format: PDF, Mobi
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Borders in Service traces the intersection of service labour and national identity across global call centres in seven countries: El Salvador, Guatemala, Guyana, Mauritius, Morocco, the Philippines, and the US-Mexico border. While most studies on offshore call centres have focused on India this collection explores the experiences of call center workers in many of the newly emerging hubs of transnational service work. In this collection, Kiran Mirchandani and Winifred Poster have gathered a wide range of contributors to explore the dynamics within global call centres. Such dynamics include: language, speech, accent issues, expressions of consumer sentiment, physical space, and organizational, human resource, and labour policies. By grounding the theoretical debates on nationhood and labour in the realities of daily life in global call centres, Mirchandani and Poster have created a timely, accessible and revealing collection that will change what we know about offshored customer service work.

Critical Perspectives on Work and Employment in Globalizing India

Author: Ernesto Noronha
Publisher: Springer
ISBN: 9811034915
Format: PDF
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This book showcases issues of work and employment in contemporary India through a critical lens, serving as a systematic, scholarly and rigorous resource which provides an alternate view to the glowing metanarrative of the subcontinent’s ongoing economic growth in today’s globalized world. Critical approaches ensure that divergent and marginalized voices are highlighted, promoting a more measured perspective of entrenched standpoints. In casting social reality differently, a quest for solutions that reshape current dynamics is triggered. The volume spans five thematic areas, subsuming a range of economic sectors. India is a pre-eminent destination for offshoring, underscoring the relevance of global production networks (Theme 1). Yet, the creation of jobs has not transformed employment patterns in the country but rather accentuated informalization and casualization (Theme 2). Indeed, even India’s ICT-related sectors, perceived as mascots of modernity and vehicles for upward mobility, raise questions about the extent of social upgrading (Theme 3). Nonetheless, these various developments have not been accompanied by collective action – instead, there is growing evidence of diminished pluralistic employment relations strategies (Theme 4). Emergent concerns about work and employment such as gestational surrogacy and expatriate experiences attest to the evolving complexities associated with offshoring (Theme 5).

Intimate Economies

Author: Susanne Hofmann
Publisher: Springer
ISBN: 1137560363
Format: PDF, ePub, Docs
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This book illustrates how intimate workers in different socio-cultural contexts negotiate the commercial uses of their sexuality, identity, affect, and bodies, thereby often defying inequality, impoverishment, and resource depletion in their regions. The studies shed light on the multi-faceted experiences of subjects involved in intimate economies, oscillating between personal empowerment and agency, as well as the required subjection to the demands of the current market regime, entailing participation in precarious employment, often involving bodily risk, economic exploitation and stigmatization. The contributions demonstrate the interrelatedness of market intimacy, family economies, and transnational care arrangements, and thereby challenge Western notions of the subject and the free market.

Eine kurze Geschichte der Menschheit

Author: Yuval Noah Harari
Publisher: DVA
ISBN: 364110498X
Format: PDF, Docs
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Krone der Schöpfung? Vor 100 000 Jahren war der Homo sapiens noch ein unbedeutendes Tier, das unauffällig in einem abgelegenen Winkel des afrikanischen Kontinents lebte. Unsere Vorfahren teilten sich den Planeten mit mindestens fünf weiteren menschlichen Spezies, und die Rolle, die sie im Ökosystem spielten, war nicht größer als die von Gorillas, Libellen oder Quallen. Vor 70 000 Jahren dann vollzog sich ein mysteriöser und rascher Wandel mit dem Homo sapiens, und es war vor allem die Beschaffenheit seines Gehirns, die ihn zum Herren des Planeten und zum Schrecken des Ökosystems werden ließ. Bis heute hat sich diese Vorherrschaft stetig zugespitzt: Der Mensch hat die Fähigkeit zu schöpferischem und zu zerstörerischem Handeln wie kein anderes Lebewesen. Anschaulich, unterhaltsam und stellenweise hochkomisch zeichnet Yuval Harari die Geschichte des Menschen nach und zeigt alle großen, aber auch alle ambivalenten Momente unserer Menschwerdung.