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Why Do You Ask?: The Function of Questions in Institutional Discourse

Alice Freed and Susan Ehrlich (eds)

Published in print:
2009
Published Online:
February 2010
ISBN:
9780195306897
eISBN:
9780199867943
Item type:
book
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195306897.001.0001
Subject:
Linguistics, Sociolinguistics / Anthropological Linguistics

This volume is a study of question use in institutional discourse, the first volume of its kind to make questions and questioning the explicit focus of its investigation. It brings together studies ... More


“How May I Help You?”: Questions, Control, and Customer Care in Telephone Call Center Talk

Anna Kristina Hultgren and Deborah Cameron

in Why Do You Ask?: The Function of Questions in Institutional Discourse

Published in print:
2009
Published Online:
February 2010
ISBN:
9780195306897
eISBN:
9780199867943
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195306897.003.0015
Subject:
Linguistics, Sociolinguistics / Anthropological Linguistics

This chapter, written by Ann Kristina Hultgren and Deborah Cameron, is concerned with questions in telephone interactions between customers and service personnel (“agents”) in a Scottish call center ... More


Management Accounting Inscriptions and the Post-Industrial Experience of Organizational Control

Alnoor Bhimani

in Management Accounting in the Digital Economy

Published in print:
2003
Published Online:
August 2004
ISBN:
9780199260386
eISBN:
9780191601231
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/0199260389.003.0007
Subject:
Economics and Finance, Financial Economics

This chapter argues that organisational control and accounting’s role in it has become an increasingly digitised and technologically enabled process. New centres of calculation have emerged within ... More


The New Ruthless Economy: Work and Power in the Digital Age

Simon Head

Published in print:
2005
Published Online:
October 2011
ISBN:
9780195179835
eISBN:
9780199850211
Item type:
book
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195179835.001.0001
Subject:
Economics and Finance, Behavioural Economics

In the great boom of the 1990s, compensation to the top level of management soared, but the wage levels of most Americans barely grew at all. This stagnation has baffled experts, but this book points ... More


Losing Power in the Networked Firm

Virginia Doellgast

in Disintegrating Democracy at Work: Labor Unions and the Future of Good Jobs in the Service Economy

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801450471
eISBN:
9780801463976
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801450471.003.0004
Subject:
Sociology, Occupations, Professions, and Work

This chapter examines organizational restructuring in major telecommunications firms or corporate groups, along with their implications for employees working across networked call centers. ... More


Outsourcing the Self: Work, Love, and Money in the Call Center Culture

Sunil Bhatia

in Decolonizing Psychology: Globalization, Social Justice, and Indian Youth Identities

Published in print:
2017
Published Online:
September 2017
ISBN:
9780199964727
eISBN:
9780190690243
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/oso/9780199964727.003.0006
Subject:
Psychology, Social Psychology

This chapter analyzes how call center workers, who are mostly middle- and working-class youth, create narratives that are described as expressing modern forms of “individualized Indianness.” The ... More


Using Power in the Workplace

Virginia Doellgast

in Disintegrating Democracy at Work: Labor Unions and the Future of Good Jobs in the Service Economy

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801450471
eISBN:
9780801463976
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801450471.003.0003
Subject:
Sociology, Occupations, Professions, and Work

This chapter examines the strategies employed by U.S. and German telecommunications firms and their subcontractors to reorganize call center jobs in hope of improving the productivity and quality of ... More


English in Philippine call centers and BPO operations: Issues, opportunities and research

Jane Lockwood, Helen Price, and Gail Forey

in Philippine English: Linguistic and Literary

Published in print:
2008
Published Online:
September 2011
ISBN:
9789622099470
eISBN:
9789882207264
Item type:
chapter
Publisher:
Hong Kong University Press
DOI:
10.5790/hongkong/9789622099470.003.0012
Subject:
Linguistics, Sociolinguistics / Anthropological Linguistics

This chapter provides an overview of some of the current practices and issues relating to English language and communication, based on research in the Business Process Outsourcing (BPO) industry ... More


Introduction

Rosina Márquez Reiter

in Mediated Business Interactions: Intercultural Communication Between Speakers of Spanish

Published in print:
2011
Published Online:
March 2012
ISBN:
9780748637201
eISBN:
9780748651559
Item type:
chapter
Publisher:
Edinburgh University Press
DOI:
10.3366/edinburgh/9780748637201.003.0001
Subject:
Linguistics, English Language

This introductory chapter first sets out the purpose of the book, which is to explore the activities that human beings, in their roles of service providers and customers, engage in to supply and ... More


Openings

Rosina Márquez Reiter

in Mediated Business Interactions: Intercultural Communication Between Speakers of Spanish

Published in print:
2011
Published Online:
March 2012
ISBN:
9780748637201
eISBN:
9780748651559
Item type:
chapter
Publisher:
Edinburgh University Press
DOI:
10.3366/edinburgh/9780748637201.003.0003
Subject:
Linguistics, English Language

This chapter provides an analysis of the sequences found in the openings of the inbound and outbound calls, using Zimmerman's (1984, 1992) model as a point of departure. The calls in question are ... More


Broadening the Comparison

Virginia Doellgast

in Disintegrating Democracy at Work: Labor Unions and the Future of Good Jobs in the Service Economy

Published in print:
2012
Published Online:
August 2016
ISBN:
9780801450471
eISBN:
9780801463976
Item type:
chapter
Publisher:
Cornell University Press
DOI:
10.7591/cornell/9780801450471.003.0005
Subject:
Sociology, Occupations, Professions, and Work

This chapter examines the extent to which the case studies discussed earlier are representative of broader trends in the U.S. and German call center industries, as well as of international ... 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


Methodology

Rosina Márquez Reiter

in Mediated Business Interactions: Intercultural Communication Between Speakers of Spanish

Published in print:
2011
Published Online:
March 2012
ISBN:
9780748637201
eISBN:
9780748651559
Item type:
chapter
Publisher:
Edinburgh University Press
DOI:
10.3366/edinburgh/9780748637201.003.0002
Subject:
Linguistics, English Language

This chapter outlines the research perspective adopted and describes the ways in which the data for this study were collected. The data for this book was obtained from the Latin American call centre ... More


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


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


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


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


“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


Spaces of Exception: Violence, Technology, and the Transgressive Gendered Body in India’s Global Call Centers

Radha S. Hegde

in Circuits of Visibility: Gender and Transnational Media Cultures

Published in print:
2011
Published Online:
March 2016
ISBN:
9780814737309
eISBN:
9780814744680
Item type:
chapter
Publisher:
NYU Press
DOI:
10.18574/nyu/9780814737309.003.0010
Subject:
Society and Culture, Media Studies

This chapter examines how the neoliberal economy permeates into everyday practices of local lives, enabled by the support of local infrastructures. As India defines its place in the global economy as ... 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


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