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“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


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


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


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


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


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