Emotion Detectors, Answering Machines, and E-Unions
Multi-Surveillances in the Global Interactive Service Industry
Bibliographic Data
| ID | 3755902 |
|---|---|
| Authors | Winifred R Poster (0000-0002-2327-8756, Washington University, St. Louis, MO, USA,, corresponding author) |
| Year | 2011 |
| Volume | 55 |
| Issue | 7 |
| Pages | 868-901 |
| Publication date | 2011-07-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | American Behavioral Scientist (JOURNAL) |
| Journal identifiers | ISSN: 0002-7642 • E-ISSN: 1552-3381 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/0002764211407833 |
| OpenAlex | W2051461977 |
| Language | EN |
| Citations received | 15 |
| References cited | 30 |
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
Trabajo en la globalidad hegemónica. Performance laboral en México y Guatemala
Citizenship and Identity in the Age of Surveillance
Notes from the Desk Set
Indian Arrivistes and Cyber Coolies
Being watched and being seen
Working against the clock
Naturalizing Coercion
Billions Served
Deception by Design
Emotions and the Systematization of Connective Labor
Get paid, get out’
Hidden sides of the credit economy
Globalization and the Service Workplace
The Emotional Labor of Surveillance
Permanent Pedagogy
'Fun and surveillance'
Who's On the Line? Indian Call Center Agents Pose as Americans for U.S.‐Outsourced Firms
Global or embedded service work? the (limited) transnationalisation of the call-centre industry
Electronic networks, power, and democracy
A Critical Rewriting of Global Political Economy
On the Front Line
Fast Food, Fast Talk
Virtual Migration
Emotional regulation in the workplace
The Managed Heart
‘An assembly line in the head’
Fantasy Island
The customer is not always right
Evidence toward an expanded model of organizational identification
Entrapped by the ‘electronic panopticon’? Worker resistance in the call centre
Indian call centres and business process outsourcing
The Globalization of Service Work
The Mobilization of Support for Computerization
Workplace resistance in an Irish call centre
Towards a Sociology of Information Technology
The Sociology of Emotional Labor
Global Labor
| Unique citing works | 15 |
|---|---|
| Citations per year | 1 |
| Citation span | 2011 - 2024 (14) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 14 |