Download e-book for iPad: Phone Clones: Authenticity Work in the Transnational Service by Kiran Mirchandani

By Kiran Mirchandani

ISBN-10: 0801450640

ISBN-13: 9780801450648

ISBN-10: 0801477670

ISBN-13: 9780801477676

Transnational customer support employees are an rising touchstone of globalization given their situation on the intersecting borders of identification, type, country, and construction. in contrast to outsourced production jobs, name middle paintings calls for voice-to-voice dialog with far away shoppers; a part of the product being exchanged in those interactions is a responsive, worrying, attached self. In Phone Clones, Kiran Mirchandani explores the reports of the boys and ladies who paintings in Indian name facilities via 100 interviews with staff in Bangalore, Delhi, and Pune.

As capital crosses nationwide borders, colonial histories and racial hierarchies develop into inextricably intertwined. hence, name heart staff in India have to think themselves within the eyes in their Western clients-to characterize themselves either as overseas staff who don't threaten Western jobs and as being "just like" their buyers within the West. so as to develop into those imagined perfect employees, they need to be plausible and genuine of their emulation of this excellent. In dialog with Western consumers, Indian customer support brokers proclaim their legitimacy, an attempt Mirchandani calls "authenticity work," which consists of constructing familiarity in mild of expectancies of distinction. of their day-by-day interactions with consumers, managers and running shoes, Indian name heart employees replicate and reenact a fancy interaction of colonial histories, gender practices, classification kinfolk, and nationwide interests.

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Phone Clones: Authenticity Work in the Transnational Service Economy by Kiran Mirchandani

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