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OverviewBorders 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. Full Product DetailsAuthor: Kiran Mirchandani , Winifred PosterPublisher: University of Toronto Press Imprint: University of Toronto Press Dimensions: Width: 15.30cm , Height: 1.70cm , Length: 22.90cm Weight: 0.450kg ISBN: 9781487520595ISBN 10: 148752059 Pages: 288 Publication Date: 21 September 2016 Audience: College/higher education , Professional and scholarly , Postgraduate, Research & Scholarly , Professional & Vocational Format: Paperback Publisher's Status: Active Availability: Temporarily unavailable  The supplier advises that this item is temporarily unavailable. It will be ordered for you and placed on backorder. Once it does come back in stock, we will ship it out to you. Table of ContentsAcknowledgements Introduction Chapter 1 Enactments of Nationhood in Transnational Call Centers Winifred R. Poster and Kiran Mirchandani Part I: Call Centers as Building Blocks for Narratives of the Nation-State Chapter 2 “El Salvador Works”: The Creation and Negotiation of a National Brand and the Transnational Imaginary Cecilia M. Rivas Chapter 3: Growing Downhill? Contestations of Sovereignty and the Creation of Itinerant Workers in Guyanese Call Centers Alissa Trotz, Kiran Mirchandani, and Iman Khan Chapter 4 ‘An Island Off the West Coast of Australia:’ Multiplex Geography and the Growth of Transnational Tele-Mediated Service Work in Mauritius Chris Benner and Jairus Rossi Part II: Constructing Nationally-Appropriate (and In-Appropriate) Workers Chapter 5 We Serve the World: Everyday Nationalism and English in the Philippine Offshore Call Centers Aileen O. Salonga Chapter 6 Transnational Homies and The Urban Middle Class: Enactments of Class, Nation, and Modernity in Guatemalan Call Centers Luis Pedro Meoño Artiga Part III: Caught in the Middle: Labors of Borders and Crossings Chapter 7 Migrations a L’Envers: Global Service work and Discursive Crossings Sanae Elmoudden Chapter 8 Border Speech Between Two National Linguistic Ideologies: The Case of Bilingual El Paso Call Centers Josiah Heyman and Amado Alarcón Summary Chapter 9 Conclusions: Borders in Service Kiran Mirchandani and Winifred R. Poster List of ContributorsReviews"" Borders in Service is a fascinating collection of studies from various disciplines that contributes in important ways to an expanding literature on transnational call-centre work.The chapters are uniformly interesting and are all well-grounded methodologically."" --Marjorie DeVault, Professor Emerita of Sociology, Syracuse University "" Borders in Service is a serious advance in state-of-the-art research. In a number of different ways, it offers a fresh take on call-centre work and its implications. The book is eminently readable."" --Bob Russell, Adjunct Associate Professor, Griffith University Borders in Service is a fascinating collection of studies from various disciplines that contributes in important ways to an expanding literature on transnational call-centre work.The chapters are uniformly interesting and are all well-grounded methodologically. - Marjorie DeVault, Professor Emerita of Sociology, Syracuse University Borders in Service is a serious advance in state-of-the-art research. In a number of different ways, it offers a fresh take on call-centre work and its implications. The book is eminently readable. - Bob Russell, Adjunct Associate Professor, Griffith University Author InformationKiran Mirchandani is at the Ontario Institute for Studies in Education, University of Toronto. Winifred Poster is at Washington University in St. Louis. Tab Content 6Author Website:Countries AvailableAll regions |
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