ISSN (Print) - 0012-9976 | ISSN (Online) - 2349-8846

Kiran MirchandaniSubscribe to Kiran Mirchandani

Caller Hate: The Orchestrated Production of Western Nationalism

Customer anger has been recognised as one of the most stressful dimensions of jobs in India's transnational call centres. While angry customers exacerbate worker stress and intensify the need for training, they also serve a "productive" purpose in the everyday creation and perpetuation of western nationalism. The western state and public discourses on offshoring sanction customer aggression on calls; these calls provide opportunities for customers to exercise citizenship rights over jobs which are assumed to have been stolen, and in so doing, continually define and then protect assets (jobs) which belong to the nation. In essence, customers in the west enact patriotism through their anger.
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