Jump to ContentJump to Main Navigation

You are looking at 1-20 of 23 items

  • Keywords: customer service x
Clear All Modify Search

View:

Loyalty Programs: Frequent Flyers, Frequent Buyers

Lois K. Geller

in Response: The Complete Guide to Profitable Direct Marketing

Published in print:
2002
Published Online:
October 2011
ISBN:
9780195158694
eISBN:
9780199849420
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195158694.003.0011
Subject:
Business and Management, Strategy

Keeping customers loyal to a business by offering incentives in return and the value that these programs bring to the business is discussed in this chapter. High quality products, extraordinary ... 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


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


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


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


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


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


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


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


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


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


Customer Relations

Philippe D’Iribarne, Sylvie Chevrier, Alain Henry, Jean-Pierre Segal, and Geneviève Tréguer-Felten

in Cross-Cultural Management Revisited: A Qualitative Approach

Published in print:
2020
Published Online:
May 2020
ISBN:
9780198857471
eISBN:
9780191890253
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/oso/9780198857471.003.0009
Subject:
Business and Management, Knowledge Management, HRM / IR

Everywhere customer satisfaction is crucial to business success. As a result, cross-cultural marketing has extensively studied the specific cultural expectations of customers regarding products and ... More


Obligations of the Parties to a (Related) Service Contract

Nils Jansen and Reinhard Zimmermann

in Commentaries on European Contract Laws

Published in print:
2018
Published Online:
March 2021
ISBN:
9780198790693
eISBN:
9780191927829
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/oso/9780198790693.003.0020
Subject:
Law, EU Law

Sales law is often considered the archetype of contract law. In many cases, however, the obligations of the seller in contracts of sale do not stand isolated, but are accompanied by services ... 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


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


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


Critical Skills for the 21st Century Workforce

Ryan Whorton, Alex Casillas, Frederick L. Oswald, and Amy Shaw

in Building Better Students: Preparation for the Workforce

Published in print:
2017
Published Online:
June 2017
ISBN:
9780199373222
eISBN:
9780190675769
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199373222.003.0003
Subject:
Psychology, Social Psychology

This chapter is based on the proposition that three major forces, taken together, have fundamentally changed the nature of work in the 21st century. These three forces are technology, the rise of the ... More


Prologue—Clare's Hands

in Being and Well-Being: Health and the Working Bodies of Silicon Valley

Published in print:
2010
Published Online:
June 2013
ISBN:
9780804771573
eISBN:
9780804775793
Item type:
chapter
Publisher:
Stanford University Press
DOI:
10.11126/stanford/9780804771573.003.0001
Subject:
Anthropology, Medical Anthropology

This prologue presents the story of Clare Washington, a fifty-year-old engineering manager for an innovative computer company. Born after World War II, she trained to be an English teacher, largely ... More


The Quest for Quality

Maury Klein

in Union Pacific: The Reconfiguration: America's Greatest Railroad from 1969 to the Present

Published in print:
2011
Published Online:
March 2015
ISBN:
9780195369892
eISBN:
9780190254636
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:osobl/9780195369892.003.0019
Subject:
History, American History: 20th Century

This chapter examines the implementation of the Total Quality System (TQS) at Union Pacific Railroad under new chairman Mike Walsh as part of his emphasis on quality management. Walsh knew from ... More


Private Sector-led Institutional Reform: Diaspora Investment and the “New Ethiopia”

Jennifer M. Brinkerhoff

in Institutional Reform and Diaspora Entrepreneurs: The In-Between Advantage

Published in print:
2016
Published Online:
August 2016
ISBN:
9780190278229
eISBN:
9780190278250
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780190278229.003.0006
Subject:
Economics and Finance, International

This chapter examines private-sector led economic institutional reform through the efforts of returned diaspora business entrepreneurs. Their contributions include acting as thought leaders and ... More


View: