Phone Clones

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

The Last Best Place

Author: Leah Schmalzbauer
Publisher: Stanford University Press
ISBN: 0804792976
Format: PDF, Kindle
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Southwest Montana is beautiful country, evoking mythologies of freedom and escape long associated with the West. Partly because of its burgeoning presence in popular culture, film, and literature, including William Kittredge's anthology The Last Best Place, the scarcely populated region has witnessed an influx of wealthy, white migrants over the last few decades. But another, largely invisible and unstudied type of migration is also present. Though Mexican migrants have worked on Montana's ranches and farms since the 1920s, increasing numbers of migrant families—both documented and undocumented—are moving to the area to support its growing construction and service sectors. The Last Best Place? asks us to consider the multiple racial and class-related barriers that Mexican migrants must negotiate in the unique context of Montana's rural gentrification. These daily life struggles and inter-group power dynamics are deftly examined through extensive interviews and ethnography, as are the ways gender structures inequalities within migrant families and communities. But Leah Schmalzbauer's research extends even farther to highlight the power of place and demonstrate how Montana's geography and rurality intersect with race, class, gender, family, illegality, and transnationalism to affect migrants' well-being and aspirations. Though the New West is just one among many new destinations, it forces us to recognize that the geographic subjectivities and intricacies of these destinations must be taken into account to understand the full complexity of migrant life.

The Stata Survival Manual

Author: David Pevalin
Publisher: McGraw-Hill Education (UK)
ISBN: 0335240275
Format: PDF, ePub
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The book will guide you through the research process offering further reading where more complex decisions need to be made and giving 'real world' examples from a wide range of disciplines and anecdotes that clarify issues for readers.

Disintegrating Democracy at Work

Author: Virginia Doellgast
Publisher: Cornell University Press
ISBN: 0801464447
Format: PDF, Docs
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The shift from manufacturing- to service-based economies has often been accompanied by the expansion of low-wage and insecure employment. Many consider the effects of this shift inevitable. In Disintegrating Democracy at Work, Virginia Doellgast contends that high pay and good working conditions are possible even for marginal service jobs. This outcome, however, depends on strong unions and encompassing collective bargaining institutions, which are necessary to give workers a voice in the decisions that affect the design of their jobs and the distribution of productivity gains. Doellgast's conclusions are based on a comparative study of the changes that occurred in the organization of call center jobs in the United States and Germany following the liberalization of telecommunications markets. Based on survey data and interviews with workers, managers, and union representatives, she found that German managers more often took the "high road" than those in the United States, investing in skills and giving employees more control over their work. Doellgast traces the difference to stronger institutional supports for workplace democracy in Germany. However, these democratic structures were increasingly precarious, as managers in both countries used outsourcing strategies to move jobs to workplaces with lower pay and weaker or no union representation. Doellgast's comparative findings show the importance of policy choices in closing off these escape routes, promoting broad access to good jobs in expanding service industries.

Gender in Transnational Knowledge Work

Author: Helen Peterson
Publisher: Springer
ISBN: 3319433075
Format: PDF, ePub
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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.

A Nation on the Line

Author: Jan M. Padios
Publisher: Duke University Press
ISBN: 0822371987
Format: PDF, ePub, Mobi
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In 2011 the Philippines surpassed India to become what the New York Times referred to as "the world's capital of call centers." By the end of 2015 the Philippine call center industry employed over one million people and generated twenty-two billion dollars in revenue. In A Nation on the Line Jan M. Padios examines this massive industry in the context of globalization, race, gender, transnationalism, and postcolonialism, outlining how it has become a significant site of efforts to redefine Filipino identity and culture, the Philippine nation-state, and the value of Filipino labor. She also chronicles the many contradictory effects of call center work on Filipino identity, family, consumer culture, and sexual politics. As Padios demonstrates, the critical question of call centers does not merely expose the logic of transnational capitalism and the legacies of colonialism; it also problematizes the process of nation-building and peoplehood in the early twenty-first century.

Critical Perspectives on Work and Employment in Globalizing India

Author: Ernesto Noronha
Publisher: Springer
ISBN: 9811034915
Format: PDF, ePub, Docs
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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, 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.

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.

Language Put to Work

Author: Enda Brophy
Publisher: Springer
ISBN: 1349952443
Format: PDF, Kindle
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This book examines the striking rise of call centres over the past quarter century through the lens of the resistance and collective organizing generated by workers along the digital assembly lines. Drawing on field research in Atlantic Canada, Ireland, Italy, and New Zealand, Enda Brophy investigates the contested making of the transnational call centre workforce and its integration into the circuits of global capitalism. Moving beyond depictions of call centre labour as either entirely liberated or utterly subordinated, Language Put to Work inquires into the forms of work refusal and insubordination provoked by the spread of these communicative workplaces, including informal strategies of quitting, slacking and sabotage, conventional trade union activity, tactical innovations at the margins of the labour movement, and forms of self-organization forged by workers outside of the established trade union movement. Weaving rich empirical evidence together with political-economic analysis and theories of resistance, this book argues that the submission of language to the production of value in the call centre is a process of proletarianization rather than professionalization, and that the new working class has widely opposed this transformation.