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By Michael Hyer
Michael Hyer
This pioneering book offers an empirically grounded and theoretically informed account of work regimes within call centers. It provides an insightful ethnographic perspective on the intricate components of work that form a 'transnational service assembly line.' The discussion delves into the spaces for and expressions of resistance and reflexivity in a highly standardized and regulated work environment. It also examines the 'outsourceable selves' of agents, who function as unseen products of the global call center enterprise, responding to external imperatives.