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Social Science General

Borders in Service

Enactments of Nationhood in Transnational Call Centres

by (author) Kiran Mirchandani & Winifred Poster

Publisher
University of Toronto Press
Initial publish date
Sep 2016
Category
General, General, General, Geography
  • Paperback / softback

    ISBN
    9781487520595
    Publish Date
    Sep 2016
    List Price
    $37.95
  • Hardback

    ISBN
    9781487500801
    Publish Date
    Sep 2016
    List Price
    $80.00
  • 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.

Winifred Poster's profile page

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