Jump to ContentJump to Main Navigation

You are looking at 1-16 of 16 items

  • Keywords: customers x
  • University Presses: Cornell University Press x
  • Cornell University Press x
Clear All Modify Search

View:

Phone Clones: Authenticity Work in the Transnational Service Economy

Kiran Mirchandani

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801450648
eISBN:
9780801464140
Item type:
book
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801450648.001.0001
Subject:
Sociology, Occupations, Professions, and Work

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 ... More


Hospitality Branding

Chekitan S. Dev

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801452031
eISBN:
9780801465703
Item type:
book
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801452031.001.0001
Subject:
Business and Management, Marketing

In recent years the brand has moved squarely into the spotlight as the key to success in the hospitality industry. Business strategy once began with marketing and incorporated branding as one of its ... More


Language Training: The Making of the Deficient Worker

Kiran Mirchandani

in Phone Clones: Authenticity Work in the Transnational Service Economy

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801450648
eISBN:
9780801464140
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801450648.003.0003
Subject:
Sociology, Occupations, Professions, and Work

This chapter examines the language training undertaken by prospective customer service agents in India before they are allowed to interact with Western customers. Language training is justified in ... More


Hate Nationalism and the Outsourcing Backlash

Kiran Mirchandani

in Phone Clones: Authenticity Work in the Transnational Service Economy

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801450648
eISBN:
9780801464140
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801450648.003.0004
Subject:
Sociology, Occupations, Professions, and Work

This chapter examines the ways in which national interests are defined and nationalisms exercised through calls between Indian customer service agents and Western customers. Through training and work ... More


Surveillance Schooling for Professional Clones

Kiran Mirchandani

in Phone Clones: Authenticity Work in the Transnational Service Economy

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801450648
eISBN:
9780801464140
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801450648.003.0005
Subject:
Sociology, Occupations, Professions, and Work

This chapter examines the economy of familiarity that runs through constructions of customer service workers in India. Like the economy of difference, the economy of familiarity occurs when ... More


Introduction: The Authentic Clone

Kiran Mirchandani

in Phone Clones: Authenticity Work in the Transnational Service Economy

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801450648
eISBN:
9780801464140
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801450648.003.0001
Subject:
Sociology, Occupations, Professions, and Work

This book explores how the negotiation of authenticity becomes a central part of transnational customer service work as a result of the exchange of labor and capital that occurs in the context of ... More


“Don’t Take Calls, Make Contact!”: Legitimizing Racist Abuse

Kiran Mirchandani

in Phone Clones: Authenticity Work in the Transnational Service Economy

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801450648
eISBN:
9780801464140
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801450648.003.0006
Subject:
Sociology, Occupations, Professions, and Work

This chapter examines the emotion work of deference and caring among Indian customer service agents. Deference and caring are central to call center work; emotion work involves the enactment of ... More


Being Nowhere in the World: Synchronous Work and Gendered Time

Kiran Mirchandani

in Phone Clones: Authenticity Work in the Transnational Service Economy

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801450648
eISBN:
9780801464140
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801450648.003.0007
Subject:
Sociology, Occupations, Professions, and Work

This chapter examines how cultural cloning is facilitated through time, with particular emphasis on the ways in which customer service agents are required to occupy the same temporal space as their ... More


Conclusion: Authenticity Work in the Transnational Service Economy

Kiran Mirchandani

in Phone Clones: Authenticity Work in the Transnational Service Economy

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801450648
eISBN:
9780801464140
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801450648.003.0008
Subject:
Sociology, Occupations, Professions, and Work

This book has explored the authenticity work of customer service workers in India, revealing the proactive, conscious, and continual negotiation of sameness and difference that characterizes the ... More


Hospitality Marketing and Branding: Past and Future

Chekitan S. Dev

in Hospitality Branding

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801452031
eISBN:
9780801465703
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801452031.003.0001
Subject:
Business and Management, Marketing

This chapter discusses the evolution of hospitality marketing over the past fifty years by reviewing key marketing developments by decade, particularly as seen through the pages of the Cornell ... More


Brand Strategies

Chekitan S. Dev

in Hospitality Branding

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801452031
eISBN:
9780801465703
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801452031.003.0007
Subject:
Business and Management, Marketing

Adopting a market orientation means that a brand commits itself to satisfying customer needs over the long run. Such an orientation combines three main components: a customer orientation, through ... More


Brand Positioning

Chekitan S. Dev

in Hospitality Branding

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801452031
eISBN:
9780801465703
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801452031.003.0010
Subject:
Business and Management, Marketing

A hotel brand's unique selling proposition—the argument it makes to convince travelers to book its hotels instead of someone else's properties—is known as its market position. The position comprises ... More


Brand Extensions and Customer Loyalty

Chekitan S. Dev

in Hospitality Branding

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801452031
eISBN:
9780801465703
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801452031.003.0011
Subject:
Business and Management, Marketing

Brand extension is the practice of introducing a new brand (differentiated by market segment) using a well-established brand name as leverage. Most major hotel companies have at least one brand ... More


Transnational Customer Service: A New Touchstone of Globalization

Kiran Mirchandani

in Phone Clones: Authenticity Work in the Transnational Service Economy

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801450648
eISBN:
9780801464140
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801450648.003.0002
Subject:
Sociology, Occupations, Professions, and Work

This chapter examines transnational customer service work as a new touchstone of globalization and situates it within contemporary social configurations of race, gender, nationalism, and class. It ... More


A New Solution: Deregulation

Amy L. Fraher

in The Next Crash: How Short-Term Profit Seeking Trumps Airline Safety

Published in print:
2014
Published Online:
August 2016
ISBN:
9780801452857
eISBN:
9780801470493
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801452857.003.0005
Subject:
Business and Management, HRM / IR

This chapter examines how deregulation that was touted as a solution to airline woes in the post-911 period led to a drastic increase in accessibility and corresponding decrease in customer service ... More


Airlines Today

Amy L. Fraher

in The Next Crash: How Short-Term Profit Seeking Trumps Airline Safety

Published in print:
2014
Published Online:
August 2016
ISBN:
9780801452857
eISBN:
9780801470493
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801452857.003.0008
Subject:
Business and Management, HRM / IR

This chapter discusses the state of the U.S. airline industry today. It begins by assessing the results of interviews conducted between September 2010 and July 2011 regarding pilots' perceptions ... More


View: