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Phone Clones – Authenticity Work in the Transnational Service Economy - Cornell Scholarship Online
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Phone Clones: Authenticity Work in the Transnational Service Economy

Kiran Mirchandani


Transnational 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. This book 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 ... More

Keywords: transnational customer service, customer service workers, globalization, call center work, India, call centers, gender, colonial histories, class relations, authenticity work

Bibliographic Information

Print publication date: 2012 Print ISBN-13: 9780801450648
Published to Cornell Scholarship Online: August 2016 DOI:10.7591/cornell/9780801450648.001.0001


Affiliations are at time of print publication.

Kiran Mirchandani, author
Associate Professor in the Ontario Institute for Studies in Education, the University of Toronto