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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


The Hungry Cowboy: Service and Community in a Neighborhood Restaurant

Karla A. Erickson

Published in print:
2009
Published Online:
March 2014
ISBN:
9781604732061
eISBN:
9781604733464
Item type:
book
Publisher:
University Press of Mississippi
DOI:
10.14325/mississippi/9781604732061.001.0001
Subject:
Sociology, Occupations, Professions, and Work

At a Tex-Mex restaurant in a Minneapolis suburb, customers send Christmas and Hanukkah cards to the restaurant, bring in home-baked treats for the staff, and attend the annual employee party. One ... 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


Profitability, efficiency and targets

Anthony Lloyd

in The Harms of Work: An Ultra-Realist Account of the Service Economy

Published in print:
2018
Published Online:
May 2019
ISBN:
9781529204018
eISBN:
9781529204063
Item type:
chapter
Publisher:
Policy Press
DOI:
10.1332/policypress/9781529204018.003.0004
Subject:
Sociology, Occupations, Professions, and Work

This chapter introduces primary data to illustrate the shift from security to flexibility detailed in chapter 2 and its specific impact upon management practice and culture within the service ... More


Positive motivation to harm

Anthony Lloyd

in The Harms of Work: An Ultra-Realist Account of the Service Economy

Published in print:
2018
Published Online:
May 2019
ISBN:
9781529204018
eISBN:
9781529204063
Item type:
chapter
Publisher:
Policy Press
DOI:
10.1332/policypress/9781529204018.003.0006
Subject:
Sociology, Occupations, Professions, and Work

This chapter offers evidence to suggest that harm is not something done to precarious workers by social forces and structural deficit but also something inflicted upon each other. The culture of ... More


Consuming Belonging: Feeling “At Home” at the Hungry Cowboy

Karla A. Erickson

in The Hungry Cowboy: Service and Community in a Neighborhood Restaurant

Published in print:
2009
Published Online:
March 2014
ISBN:
9781604732061
eISBN:
9781604733464
Item type:
chapter
Publisher:
University Press of Mississippi
DOI:
10.14325/mississippi/9781604732061.003.0003
Subject:
Sociology, Occupations, Professions, and Work

Servers and managers at the Hungry Cowboy make the effort to give regular customers a feeling of familiarity and belonging. In return, customers become loyal to the restaurant. Drawing from analysis ... More


A Brief, and Subjective, History of Waitressing

Alison Owings

in Hey, Waitress!: The USA from the Other Side of the Tray

Published in print:
2002
Published Online:
March 2012
ISBN:
9780520217508
eISBN:
9780520931220
Item type:
chapter
Publisher:
University of California Press
DOI:
10.1525/california/9780520217508.003.0002
Subject:
Sociology, Occupations, Professions, and Work

This chapter serves as a brief account of the history of waitressing in the United States. It shows that the first waitresses during the 1620s worked in taverns, and that serving spirits to the ... More


High Ends

Alison Owings

in Hey, Waitress!: The USA from the Other Side of the Tray

Published in print:
2002
Published Online:
March 2012
ISBN:
9780520217508
eISBN:
9780520931220
Item type:
chapter
Publisher:
University of California Press
DOI:
10.1525/california/9780520217508.003.0005
Subject:
Sociology, Occupations, Professions, and Work

This chapter studies the stories of waitresses who have experienced stress while on the job due to money and the behavior of the customers. It describes the behavior of the various customers who eat ... More


Diners and Downward

Alison Owings

in Hey, Waitress!: The USA from the Other Side of the Tray

Published in print:
2002
Published Online:
March 2012
ISBN:
9780520217508
eISBN:
9780520931220
Item type:
chapter
Publisher:
University of California Press
DOI:
10.1525/california/9780520217508.003.0007
Subject:
Sociology, Occupations, Professions, and Work

This chapter focuses on waitresses in diners, which started out as lunch wagons on wheels. It shows that diner waitresses used to enjoy good tips, but now they can encounter several nasty customers ... 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


Feeling Like Family: Paternalism, Loyalty, and Work Culture

Karla A. Erickson

in The Hungry Cowboy: Service and Community in a Neighborhood Restaurant

Published in print:
2009
Published Online:
March 2014
ISBN:
9781604732061
eISBN:
9781604733464
Item type:
chapter
Publisher:
University Press of Mississippi
DOI:
10.14325/mississippi/9781604732061.003.0005
Subject:
Sociology, Occupations, Professions, and Work

This chapter brings together the experiences and perspectives of three groups of actors—servers, managers, and customers—to explore how a work culture of emotional investment combined with a “homey” ... More


Service Teaching

Richard E. Ocejo

in Masters of Craft: Old Jobs in the New Urban Economy

Published in print:
2017
Published Online:
May 2018
ISBN:
9780691165493
eISBN:
9781400884865
Item type:
chapter
Publisher:
Princeton University Press
DOI:
10.23943/princeton/9780691165493.003.0008
Subject:
Sociology, Occupations, Professions, and Work

This chapter explores how all bartenders, barbers, and butchers face a dilemma when someone first walks into their businesses. They do not know exactly what consumers want out of their experience, ... More


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