Borders in Service

Enactments of Nationhood in Transnational Call Centres

AvKiran Mirchandani,Winifred Poster

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Beskrivning

Borders in Service traces the intersection of service labour and national identity across global call centres in seven countries: El Salvador, Guatemala, Guyana, Mauritius, Morocco, the Philippines, and the US-Mexico border. While most studies on offshore call centres have focused on India this collection explores the experiences of call center workers in many of the newly emerging hubs of transnational service work.

In this collection, Kiran Mirchandani and Winifred Poster have gathered a wide range of contributors to explore the dynamics within global call centres. Such dynamics include: language, speech, accent issues, expressions of consumer sentiment, physical space, and organizational, human resource, and labour policies. By grounding the theoretical debates on nationhood and labour in the realities of daily life in global call centres, Mirchandani and Poster have created a timely, accessible and revealing collection that will change what we know about offshored customer service work.

Produktinformation

Utgivningsdatum:2016-09-27
Språk:Engelska
Antal sidor:288
Filformat:PDF
Kopieringsskydd:LCP
ISBN:9781487511852
Förlag:University of Toronto Press

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Mer om författaren

Kiran Mirchandani is at the Ontario Institute for Studies in Education, University of Toronto. Winifred Poster is at Washington University in St. Louis.

Innehållsförteckning

AcknowledgementsIntroductionChapter 1Enactments of Nationhood in Transnational Call CentersWinifred R. Poster and Kiran Mirchandani Part I: Call Centers as Building Blocks for Narratives of the Nation-StateChapter 2"El Salvador Works": The Creation and Negotiation of a National Brand and the Transnational ImaginaryCecilia M. RivasChapter 3: Growing Downhill? Contestations of Sovereignty and the Creation of Itinerant Workers in Guyanese Call CentersAlissa Trotz, Kiran Mirchandani, and Iman KhanChapter 4‘An Island Off the West Coast of Australia:’ Multiplex Geography and the Growth of Transnational Tele-Mediated Service Work in MauritiusChris Benner and Jairus RossiPart II: Constructing Nationally-Appropriate (and In-Appropriate) Workers Chapter 5We Serve the World: Everyday Nationalism and English in the Philippine Offshore Call CentersAileen O. Salonga Chapter 6Transnational Homies and The Urban Middle Class: Enactments of Class, Nation, and Modernity in Guatemalan Call CentersLuis Pedro Meoño Artiga Part III: Caught in the Middle: Labors of Borders and CrossingsChapter 7Migrations a L’Envers: Global Service work and Discursive CrossingsSanae Elmoudden Chapter 8Border Speech Between Two National Linguistic Ideologies: The Case of Bilingual El Paso Call CentersJosiah Heyman and Amado Alarcón Summary Chapter 9Conclusions: Borders in ServiceKiran Mirchandani and Winifred R. Poster List of Contributors