Aesthetic and emotional labour through stigma:  national identity management and racial abuse in offshored Indian call centres

Vandana Nath

首页> 外文期刊>Work, Employment and Society >Aesthetic and emotional labour through stigma: national identity management and racial abuse in offshored Indian call centres

【24h】

Aesthetic and emotional labour through stigma: national identity management and racial abuse in offshored Indian call centres

机译：通过污名化进行审美和情感劳动：离岸印度呼叫中心的国家身份管理和种族虐待

获取原文

获取原文并翻译 | 示例

掌桥外文数据库（机构版） >>

开具论文收录证明 >>

文献代查 >>

页面导航

摘要
著录项
相似文献
相关主题

摘要

This article examines the emotional complexities and stresses associated with national identity management (accent modification, the use of western pseudonyms and location masking) and customer-instigated racial abuse in offshored Indian call centres. Drawing on 77 semi-structured interviews with frontline employees in Bangalore, the research reveals that although call centre agents can find identity management beneficial in easing customer apprehensions and in achieving organizational performance targets, such identity regulation can result in the experience of stress, role ambiguity and work alienation. The article demonstrates that employees need to manage the stigma relating to their 'Indian' identity in order to fulfil the challenges of aesthetic and emotional labour. Furthermore, the article explains how the mobilization of aesthetic labour through stigma management can intensify frontline worker experiences of emotional labour.

机译：本文研究了在离岸的印度呼叫中心，与国家身份管理（重音，使用西方化名和位置屏蔽）以及客户煽动的种族虐待相关的情绪复杂性和压力。通过对班加罗尔一线员工进行的77次半结构化访谈，该研究表明，尽管呼叫中心座席可以发现身份管理在缓解客户忧虑和实现组织绩效目标方面是有益的，但这种身份监管可能会带来压力，角色歧义的经历。和工作疏远。文章表明，员工需要应对与“印度”身份有关的污名，才能应对审美和情感劳动的挑战。此外，本文还说明了通过耻辱感管理动员审美劳动如何增强一线工人的情感劳动体验。

著录项

来源
《Work, Employment and Society》 |2011年第4期|p.709-725|共17页
作者
Vandana Nath;
展开▼
作者单位

King's College London, Department of Management, Stamford Street, London SEI 9NH;

展开▼
收录信息
原文格式 PDF
正文语种 eng
中图分类
关键词
abuse; aesthetic labour; call centres; emotional labour; stigma;

机译：滥用;审美劳动呼叫中心;情绪劳动;柱头;

相似文献

外文文献
中文文献
专利

1. Emotional Labour and Transnational Domestic Work: The Moving Geographies of 'Maid Abuse' in Singapore [J] . SHIRLENA HUANG, BRENDA S. A. YEOH Mobilities . 2007,第2期

机译：情感劳动与跨国家政工作：新加坡“女佣虐待”的动向
2. Active ageing, emotional care and the threat of stigma: Identity management in older adults using sleeping medication long-term [J] . Smith Georgia, Farrimond Hannah Health . 2019,第3期

机译：积极的老化，情感护理和耻辱的威胁：长期使用睡眠药物的老年人身份管理
3. The Next Division Of Labour: Work Skills In Australian And Indian Call Centres [J] . Bob Russell, Mohan Thite Work, Employment and Society . 2008,第4期

机译：劳工的下一个部门：澳大利亚和印度呼叫中心的工作技能
4. From Aniket to Alex: A Phenomenological Study of Identity Appropriation and Emotional Labor in Call Centres [C] . Sonali Hiremath AMA Wenter Marketing Educators Conference . 2014

机译：从Aniket到Alex：呼叫中心的身份拨款和情感劳动的现象学研究
5. Spaces of labour process: A case study of call centres in Kolkata, India. [D] . Roy, Anurupa. 2006

机译：劳动过程空间：以印度加尔各答的呼叫中心为例。
6. Reviews: The Study of History: A Bibliographical Guide, the English Idea of History from Coleridge to Collingwood, the Changing Face of English Local History, Arthur and the English: The Arthurian Legend in Medieval English Life and Literature, Enacting Gender on the English Renaissance Stage, Shakespeare's Feminine Endings, Writing the English Republic: Poetry, Rhetoric and Politics 1627–1660, New Stories for Old: Biblical Patterns in the Novel, Catholicism and Anti-Catholicism in Early Modern English Texts, Primogeniture and Entail in England: A Survey of Their History and Representation in Literature, the English Civil War Through the Restoration in Fiction: An Annotated Bibliography, Diana, Self-Interest, and British National Identity, Dryden and the Traces of Classical Rome, between the Ancients and the Moderns: Baroque Culture in Restoration England, Bacchus in Romantic England: Writers and Drink, 1780–1830, Misogynous Economies: The Business of Literature in Eighteenth-Century Britain, the House of Forgery in Eighteenth-Century Britain, the Clothes That Wear Us, An Oxford Companion to the Romantic Age: British Culture, 1776–1832, Domestic Space: Reading the Nineteenth-Century Interior, Victorians in Theory: From Derrida to Browning, the Age of Virtue: British Culture from the Restoration to Romanticism, Woeful Afflictions: Disability and Sentimentality in Victorian America, Women Writers of the First World War: An Annotated Bibliography, the Pub in Literature, British Industrial Fictions, the Insatiability of Human Wants: Economics and Aesthetics in Market SocietyRichardsonR. C., The Study of History: A Bibliographical Guide , 2nd ed., Manchester University Press, 2000, pp. xiv + 140, £40.00.ParkerChristopher, The English Idea of History from Coleridge to Collingwood , Ashgate Publishing, 2000, pp. vii + 244, £45.RichardsonR. C. (ed.), The Changing Face of English Local History , Ashgate, 2000, pp. viii + 218, £45.00.BarronW. R. J. (ed.), Arthur and the English: The Arthurian Legend in Medieval English Life and Literature , University of Wales Press, 1999, pp. 398, £35.00.ComensoliViviana and RussellAnne (eds), Enacting Gender on the English Renaissance Stage , University of Illinois Press, 1999, pp. 270, £18.95; SaundersEve Rachel, Gender and Literacy on Stage in Early Modern England , Cambridge University Press, 1999, pp. 260, £35.BerryPhilippa, Shakespeare's Feminine Endings , Routledge, 1999, pp. 197, £15.99 pb.; BellIlona, Elizabethan Women and the Poetry of Courtship , Cambridge University Press, 1998, pp. 262, £35.00.NorbrookDavid, Writing the English Republic: Poetry, Rhetoric and Politics 1627–1660 , Cambridge University Press, 1999, pp. xiii + 509, £40.FischHarold, New Stories for Old: Biblical Patterns in the Novel , Macmillan, 1998, pp. x + 236, £42.50; FischHarold, The Biblical Presence in Shakespeare, Milton and Blake , Clarendon Press, 1999, pp. xi + 330, £45.MarottiArthur F. (ed.), Catholicism and Anti-Catholicism in Early Modern English Texts , Macmillan, 1999, pp. xvii + 266, £47.50; ShellAlison, Catholicism, Controversy and the English Literary Imagination, 1558–1660 , Cambridge University Press, 1999, pp. xi + 309, £37.50.JamoussiZouheir, Primogeniture and Entail in England: A Survey of their History and Representation in Literature , Centre de Publication Universitaire, Tunis, 1999, pp. 293, 8 DT.MurphRoxane C., The English Civil War through the Restoration in Fiction: An Annotated Bibliography , Greenwood Press, Westport, CT., 2000, pp. viii + 349, £63.95.HammondPaul, Dryden and the Traces of Classical Rome , Clarendon Press, Oxford, 1999, pp. 305, £45.00.LevineJoseph M., Between the Ancients and the Moderns: Baroque Culture in Restoration England , Yale University Press, 1999, pp. xiv + 279, £27.50.TaylorAnya, Bacchus in Romantic England: Writers and Drink, 1780–1830 , Macmillan, 1999, pp. xi + 264, £47.50.MandellLaura, Misogynous Economies: The Business of Literature in Eighteenth-century Britain , University of Kentucky, 1999, pp. x + 228, $42.00.BainesPaul, The House of Forgery in Eighteenth-century Britain , Ashgate, 1999, pp. viii + 195, £47.50.MunnsJessica and RichardsPenny (eds), The Clothes that Wear Us , Newark, University of Delaware Press, 1999, pp. 362, £37.McCalmanIain (ed.), An Oxford Companion to the Romantic Age: British Culture, 1776–1832 , Oxford University Press, 1999, p. xii + 780, £85.BrydenInga and FloydJanet (eds), Domestic Space: Reading the Nineteenth-century Interior , Manchester University Press, 1999, pp. xii + 219, £40.00; KiddAlan and NichollsDavid (eds), Gender, Civic Culture and Consumerism: Middle-class Identity in Britain 1800–1940 , Manchester University Press, 1999, pp. xiv + 223, £46.00, pb. £14.99.SchadJohn Victorians in Theory: From Derrida to Browning , Manchester University Press, 1999, pp. x + 180, £40.MorseDavid, The Age of Virtue: British Culture from the Restoration to Romanticism , Macmillan, 2000, pp. viii + 330, £45.KlagesMary, Woeful Afflictions: Disability and Sentimentality in Victorian America , University of Pennsylvania Press, 1999, pp. 211, $36.50.OudittSharon, Women Writers of the First World War: An Annotated Bibliography , Routledge, 2000, pp. 230, £75; TyleeClaire with TurnerElaine and CardinalAgnes (eds), War Plays by Women: An International Anthology , Routledge, 2000, pp. 225, £16.99 pb.TaylorJohn A., Diana, Self-Interest, and British National Identity , Praeger, 2000, pp. 169, £44.95.EarnshawSteven, The Pub in Literature , Manchester University Press, 2000, pp. x + 294, £45 and £15.99 pb.KlausH. Gustav and KnightS. (eds), British Industrial Fictions , University of Wales Press, 2000, pp. viii + 212, £14.99 pb.; BalchJack S., Lamps at High Noon , University of Illinois Press, 2000, pp. xl + 404, $19.45 pb.; ConroyJack, A World to Win , University of Illinois Press, 2000, pp. xxxv + 348, $17.95 pb.GagnierRegenia, The Insatiability of Human Wants: Economics and Aesthetics in Market Society , University of Chicago Press, 2000, pp. 352, £10.50 pb. [O] . Paul Hyland, R. C. Richardson, Ivan Roots, 2001

机译：点评：历史的研究：一个书目指南，历史的英语理念从柯勒律治到科林伍德，英国当地历史，亚瑟和他的英语变脸：亚瑟王传说中中世纪英国生活和文学，在英国文艺复兴时期颁布性别舞台上，莎士比亚的女性结局，写英文共和国：诗歌，修辞学和政治学1627年至1660年，对旧的新故事：在小说中，天主教和反天主教在早期现代英语文本，长子继承权和继承权在英国圣经模式：综述文学中的历史和代表，通过对小说恢复的英语内战：一个注释的参考书目，戴安娜，自我利益和英国国家身份，古人与现代人之间的古典罗马的痕迹和古典罗马：巴洛克文化在恢复英格兰，浪漫英格兰的Bacchus：1780-1830，厌恶经济学的作家和饮料：十八世纪的文学业务ritain，伪造的房子在十八世纪的英国，穿着我们的衣服，牛津伴侣的浪漫时代：英国文化，1776 - 1832，国内空间：阅读十九世纪的内部，维多利亚人理论上：从德里达到布朗，美德的年龄：英国文化从恢复到浪漫主义，悲惨的痛苦：维多利亚州的残疾和感情，妇女作家第一次世界大战：一个注释的书目，文学中的酒吧，英国工业小说，人类的缘故想要：市场苏格里希第德森市场的经济和美学。 C.，历史的研究：一个书目指南，第二版，曼彻斯特大学出版社，2000，第十四+ 140，£40.00.ParkerChristopher，历史的英语从理念到柯勒律治科林伍德，Ashgate出版社，2000，页。 VII + 244，£45.Richardsonr。 C.（ed。），英语当地历史的变化面孔，ashgate，2000，pp。viii + 218，£45.00.00.00.Parronw。 RJ（编辑），亚瑟和他的英文：亚瑟王传说中中世纪英国生活和文学，威尔士出版社，1999年大学，第398，£35.00.ComensoliViviana和RussellAnne（EDS），英国文艺复兴舞台上颁布性别，伊利诺伊大学出版社，1999，第270页，18.95英镑; SaunderseVe Rachel，在早期现代英格兰舞台上的雷切尔，性别和识字，剑桥大学出版社，1999，PP。260，£35.BerringPhilippa，莎士比亚的女性化的遗址，Routledge，1999，PP。197，£15.99 PB。 Bellilona，伊丽莎白裔女性和甲师诗歌，剑桥大学出版社，1998，PP。262，£35.00.norbrookdavid，写英国共和国：诗歌，修辞和政治1627-1660，剑桥大学出版社，1999，PP。XIII + 509 ，£40.FischHarold，对于旧的新故事：在小说，Macmillan出版社，1998年，第圣经模式X + 236，£42.50; Fischharold，Shakespeare，Milton和Blake的圣经存在，1999年，PP。Xi + 330，£45.marottiarthur F.（Ed。），天主教和早期现代英语文本，Macmillan，1999，PP的天主教和反天主教。XVII + 266，£47.50; Shellalison，天主教，争议和英国文学想象，1558-1660，剑桥大学出版社，1999，PP。XI + 309，£37.50.Jamoussizouheir，Punigoghts和Envland在英国：他们在文学中的历史和代表调查，中心出版大学，突尼斯，1999，PP。293,8 DT.Murphorn Xane C.，英语内战通过虚构的恢复：一个注释书目，格林伍德出版社，韦斯特波特，CT，CT。，2000，PP。VIII + 349，£63.95 .HammondPaul，德莱顿和古典罗马，克拉伦登出版社，牛津，1999年的痕迹，第305，£45.00.LevineJoseph M.，古人和现代人之间：巴洛克文化恢复英格兰，耶鲁大学出版社，1999，页。 XIV + 279，£27.50.50.50.5.50.Tayloranya，浪漫英格兰的Bacchus：作家和饮料，1780-1830，Macmillan，1999，PP。Xi + 264，£47.50.Mandelllaura，罕有内容：十八世纪英国的文学业务，肯塔基州大学，1999，PP。X + 228，$ 42.00.Bainespaul，在十八世纪的英国伪造之家，阿什捷，1999年，PP。第八次+ 195，£47.50.50.50.50.Munnsjessica和Richardspenny（EDS），穿着我们，纽瓦克，特拉华大学出版社，1999，PP。362，£ 37.McCalmanIain（编辑），牛津伴侣对浪漫的年龄：英国文化，1776年至1832年，牛津大学出版社，1999，页。 XII + 780，£85.Brydeninga和Floydjanet（EDS），国内空间：阅读十九世纪内部，曼彻斯特大学出版社，1999，PP。XII + 219，£40.00; KiddAlan和NichollsDavid（EDS），性别，公民文化和消费：在英国，1800年至1940年中产阶层的身份，曼彻斯特大学出版社，1999年，第十四+ 223，£46.00，PB。 14.99英镑的理论上，从Derrida到Browning，曼彻斯特大学出版社，1999年，PP。X + 180，£40.Moreedavid，富于浪漫主义，2000，2000，PP。八+ 330，£45.Klesmary，悲惨的痛苦：宾夕法尼亚大学的维多利亚州美国的残疾和感情，1999年，第211次，第一次第一次世界大战的妇女作家：一名注册参考书目，rutledge，2000，pp。230，75英镑; TyleeClaire与Turnerelaine和Cardinalagnes（EDS），战争扮演妇女：国际选集，Routledge，2000，PP。225，£16.99 PB.Taylorjohn A.，戴安娜，自身利益和英国国家身份，Praeger，2000，PP 。169，£44.95.EARNShawsteven，文学中的酒吧，曼彻斯特大学出版社，2000，PP。X + 294，£45和15.99英镑PB.Klaush。古斯塔夫和骑士。（EDS），英国工业小说，威尔士大学出版社，2000，PP。VIII + 212，£14.99 PB。 Balchjack S.，伊利诺伊大学高中中午的灯，2000年，PP。XL + 404，$ 19.45 PB。康罗伊士队，伊利诺伊大学的世界胜利，2000年，PP。XXXV + 348，17.95磅PB.Gagnierregenia，人类想要的缘故：市场学会的经济学和美学，芝加哥大学出版社，2000，PP。352，£ 10.50 PB。

Aesthetic and emotional labour through stigma: national identity management and racial abuse in offshored Indian call centres

摘要

著录项

相似文献

相关主题

期刊订阅