Emotion Detectors, Answering Machines, and E-Unions

Multi-Surveillances in the Global Interactive Service Industry

Bibliographic Data

ID3755902
AuthorsWinifred R Poster (0000-0002-2327-8756, Washington University, St. Louis, MO, USA,, corresponding author)
Year2011
Volume55
Issue7
Pages868-901
Publication date2011-07-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueAmerican Behavioral Scientist (JOURNAL)
Journal identifiersISSN: 0002-7642 • E-ISSN: 1552-3381
PublisherSAGE Publications Inc (PUBLISHER)
DOI10.1177/0002764211407833
OpenAlexW2051461977
LanguageEN
Citations received16
References cited30

Global call centers, such as those in India receiving back office work from the U.S., are testing grounds for new ICTs (information and communication technologies). While the "electronic sweatshop" has been the prevailing model for understanding the implications of these ICTs, this analysis proposes that a multi-surveillances framework offers a more compelling account. It widens the lens from managers alone, and uncovers a web of actors directly involved in the daily operations of Indian call centers-technology vendors, American outsourcing clients, American consumers, Indian shopfloor supervisors, and Indian employees. Using a case study of the Indian call center industry, this analysis shows each of these actors participates in their own independent surveillance of the others. It charts the proliferation of the technologies themselves and shows how devices like emotion detectors, answering machines, and online unions are symbolic of changing relations in global interactive service

Business · Call centre · Electronic communication · ICTS · Information and Communications Technology · Internet privacy · Outsourcing · Political science · Public relations · Service (business) · Sweatshop · Work (physics) · Computer Science · Digital Economy and Work Transformation · Emotional Labor in Professions · Engineering · Labor Movements and Unions · Law · Marketing