"Who's on the Line? Indian Call Center Agents Pose as Americans for US-outsourced Firms"

by Poster, Winifred R (2007)

Abstract

This paper explores the globalization of service work through an analysis of customer service call centers in India for US firms. It reveals a new kind of managerial strategy,“national identity management,” in which employees are asked to subsume different …

Keywords

Globalisation, Call Centre, Outsourcing, Firms, Information Technology, American Context, India, Customer Service, Ethnicity, Ethnography, Emotion Management, Identity

Themes

Call Centres, Capitalism

Links to Reference

• https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1468-232X.2007.00468.x
• https://onlinelibrary.wiley.com/doi/pdf/10.1111/j.1468-232X.2007.00468.x

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