Emotion Detectors, Answering Machines, and E-Unions: Multi-Surveillances in the Global Interactive Service Industry
Emotion Detectors, Answering Machines, and E-Unions: Multi-Surveillances in the Global Interactive Service Industry
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情绪探测器、答录机和E-Unions：全球互动服务行业的多重监控
DOI：
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发表时间：
2011
期刊：
影响因子：
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通讯作者：
Winifred R Poster
中科院分区：
文献类型：
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作者：
Winifred R Poster
全球呼叫中心，如印度的呼叫中心，从美国接收后台工作，是新ICT（信息和通信技术）的试验场。虽然“电子血汗工厂”一直是理解这些信通技术影响的主流模式，但本分析提出，多重监督框架提供了更令人信服的解释。它拓宽了透镜，从管理人员单独，并揭示了一个演员网络直接参与印度呼叫中心的日常运作技术供应商，美国外包客户，美国消费者，印度车间主管，印度员工。通过对印度呼叫中心行业的案例研究，该分析表明，这些参与者中的每一个都参与了对其他参与者的独立监视。它描绘了技术本身的扩散，并展示了情感探测器、电话答录机和在线工会等设备如何象征着全球互动服务中不断变化的关系。
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.
全局或嵌入式服务工作？
DOI：
10.13169/workorgalaboglob.3.1.0009
发表时间：
2009
期刊：
Work, organisation, labour & globalisation
影响因子：
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作者：
Holtgrewe;Longen;Mottweiler;Schönauer A.
通讯作者：
Schönauer A.