Saying ‘Good Morning’ in the Night: The Reversal of Work Time in Global ICT Service Work

Poster, Winifred R.

doi:10.1016/s0277-2833(07)17003-5

Cited by 45 publications

(29 citation statements)

References 16 publications

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“…Based on an analysis of data from the International Labor Organization, Poster (2007a) summarizes that "most new jobs within the formal sector around the world are in services [. .…”

Section: Methodsmentioning

confidence: 99%

Learning racial hierarchies

Mirchandani

2012

Journal of Workplace Learning

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -This paper aims to focus on the communications skills training given to transnational call center workers in India whose jobs involve providing customer service to Western customers. Emotion work is a key component of customer service jobs, and this work is constructed as an important soft skill. Design/methodology/approach -Between 2002 and 2009, 100 interviews were conducted with customer service workers, trainers and managers in India. Respondents provided detailed descriptions of their training curricula and some workers shared their complete set of training booklets. The analysis for this paper is based on a section of the curricula that focuses on communication skills used during training programs for Indian customer service agents. Findings -Training curricula designed to enhance the communication skills of call center agents are vehicles through which workers learn to make sense of their place in social, economic and cross-national hierarchies.Research limitations/implications -The study of emotion work in relation to workplace learning occurs in the context of global economic regimes. Originality/value -Training curricula on communication skills serves to help workers to cope with the expression of customer abuse. Rather, there is a need to develop regulations that protect workers from customer aggression.

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“…Based on an analysis of data from the International Labor Organization, Poster (2007a) summarizes that "most new jobs within the formal sector around the world are in services [. .…”

Section: Methodsmentioning

confidence: 99%

Learning racial hierarchies

Mirchandani

2012

Journal of Workplace Learning

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“…International firms encounter market trends influenced by the interest of local organisations and face a risk of damaging their own reputation when a local firm does not demonstrate international quality standards from an operational aspect to consumers in an emerging market (Luo, 2008;Madhok, 1997). Local firms encounter the risk of incurring losses in the case of non-performance or fulfilment of promises made by international firms to consumers in the local markets (Poster, 2007). Nonperformance of international firms discussed between local firms during open meetings and lack of financial benefits understood by them from their auditors directs local firms towards media which influence the reputation of international firm (Bai, 2007).…”

Section: Business Riskmentioning

confidence: 99%

“…The experience of international firms with business customers in emerging countries suggests that the business behaviour of local firms is influenced by their local cultures (Poster, 2007). The risk assessed by local business customer firms in dealing with international firms guides them to either take up or reject the opportunity of growth in the local market provided to them by international firms (Wouters et al, 2007).…”

Section: Business Riskmentioning

confidence: 99%

Investigating the implications of business and culture on the behaviour of customers of international firms

Gupta¹,

Navare²,

Melewar³

2011

Industrial Marketing Management

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“…The rigid schedule does not allow for much downtime (Poster, 2007). For example adherence to schedule is a measurement of how much time during shift a call handler is logged in and handling contacts or is available to handle calls.…”

Section: Performance Metricsmentioning

confidence: 99%