000			04366nam a22006135i 4500
001			197579
003			IT-RoAPU
005			20221214233010.0
006			m|||||o||d||||||||
007			cr || ||||||||
008			220302t20122012nyu fo d z eng d
020			_a9780801450648 _qprint
020			_a9780801464140 _qPDF
024	7		_a10.7591/9780801464140 _2doi
035			_a(DE-B1597)9780801464140
035			_a(DE-B1597)478532
035			_a(OCoLC)979575654
040			_aDE-B1597 _beng _cDE-B1597 _erda
050		4	_aHE8789.I4 _bM57 2016
072		7	_aSOC026000 _2bisacsh
082	0	4	_a381 _223
084			_aonline - DeGruyter
100	1		_aMirchandani, Kiran _eautore
245	1	0	_aPhone Clones : _bAuthenticity Work in the Transnational Service Economy / _cKiran Mirchandani.
264		1	_aIthaca, NY : _bCornell University Press, _c[2012]
264		4	_c©2012
300			_a1 online resource (192 p.) : _b5 halftones, 5 charts/graphs
336			_atext _btxt _2rdacontent
337			_acomputer _bc _2rdamedia
338			_aonline resource _bcr _2rdacarrier
347			_atext file _bPDF _2rda
505	0	0	_tFrontmatter -- _tContents -- _tAcknowledgments -- _tAbbreviations -- _tIntroduction: The Authentic Clone -- _t1. Transnational Customer Service: A New Touchstone of Globalization -- _t2. Language Training: The Making of the Deficient Worker -- _t3. Hate Nationalism and the Outsourcing Backlash -- _t4. Surveillance Schooling for Professional Clones -- _t5. "Don't Take Calls, Make Contact!": Legitimizing Racist Abuse -- _t6. Being Nowhere in the World: Synchronous Work and Gendered Time -- _tConclusion: Authenticity Work in the Transnational Service Economy -- _tNotes -- _tIndex
506	0		_arestricted access _uhttp://purl.org/coar/access_right/c_16ec _fonline access with authorization _2star
520			_aTransnational customer service workers are an emerging touchstone of globalization given their location at the intersecting borders of identity, class, nation, and production. Unlike outsourced manufacturing jobs, call center work requires voice-to-voice conversation with distant customers; part of the product being exchanged in these interactions is a responsive, caring, connected self. In Phone Clones, Kiran Mirchandani explores the experiences of the men and women who work in Indian call centers through one hundred interviews with workers in Bangalore, Delhi, and Pune.As capital crosses national borders, colonial histories and racial hierarchies become inextricably intertwined. As a result, call center workers in India need to imagine themselves in the eyes of their Western clients-to represent themselves both as foreign workers who do not threaten Western jobs and as being "just like" their customers in the West. In order to become these imagined ideal workers, they must be believable and authentic in their emulation of this ideal. In conversation with Western clients, Indian customer service agents proclaim their legitimacy, an effort Mirchandani calls "authenticity work," which involves establishing familiarity in light of expectations of difference. In their daily interactions with customers, managers and trainers, Indian call center workers reflect and reenact a complex interplay of colonial histories, gender practices, class relations, and national interests.
530			_aIssued also in print.
538			_aMode of access: Internet via World Wide Web.
546			_aIn English.
588	0		_aDescription based on online resource; title from PDF title page (publisher's Web site, viewed 02. Mrz 2022)
650		0	_aCall center agents _zIndia _xSocial conditions.
650		0	_aCustomer services _xSocial aspects _zIndia.
650		0	_aIdentity (Psychology) _zIndia.
650		0	_aIntercultural communication _zIndia.
650		0	_aInternational business enterprises _xSocial aspects _zIndia.
650		0	_aService industries workers _zIndia _xSocial conditions.
650		4	_aLabor History.
650		4	_aSocial Work.
650		4	_aSociology & Social Science.
650		7	_aSOCIAL SCIENCE / Sociology / General. _2bisacsh
850			_aIT-RoAPU
856	4	0	_uhttps://doi.org/10.7591/9780801464140
856	4	0	_uhttps://www.degruyter.com/isbn/9780801464140
856	4	2	_3Cover _uhttps://www.degruyter.com/document/cover/isbn/9780801464140/original
942			_cEB
999			_c197579 _d197579