Borders in Service
Enactments of Nationhood in Transnational Call Centres
- Publisher
- University of Toronto Press
- Initial publish date
- Sep 2016
- Category
- General, Geography, General, General
-
Paperback / softback
- ISBN
- 9781487520595
- Publish Date
- Sep 2016
- List Price
- $40.95
-
Hardback
- ISBN
- 9781487500801
- Publish Date
- Sep 2016
- List Price
- $84.00
-
eBook
- ISBN
- 9781487511869
- Publish Date
- Oct 2016
- List Price
- $30.95
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Description
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.
About the authors
Kiran Mirchandani is associate professor in the Department of Adult Education and Counselling Psychology at the Ontario Institute for Studies in Education. Her research focuses on home-based work, telework, contingent work,entrepreneurship, transnational service work and self-employment.
Kiran Mirchandani's profile page
Winifred Poster is at Washington University in St. Louis.