‘Delhi Belly’: coping with toxicity and immunizing identities in Indian call centres (SoMWP–0904). / Sinha, Shuchi; Gabriel, Yiannis.

The School of Management, Royal Holloway University of London, 2008.

Research output: Working paper

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‘Delhi Belly’: coping with toxicity and immunizing identities in Indian call centres (SoMWP–0904). / Sinha, Shuchi; Gabriel, Yiannis.

The School of Management, Royal Holloway University of London, 2008.

Research output: Working paper

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Sinha, Shuchi ; Gabriel, Yiannis. / ‘Delhi Belly’: coping with toxicity and immunizing identities in Indian call centres (SoMWP–0904). The School of Management, Royal Holloway University of London, 2008.

BibTeX

@techreport{2bf3aa672e3e47969d1585b9331cc43e,
title = "{\textquoteleft}Delhi Belly{\textquoteright}: coping with toxicity and immunizing identities in Indian call centres (SoMWP–0904)",
abstract = "This paper contributes to the current debates around call centre work by focusing on the processes of identity construction, activation and maintenance adopted by call centre employees. In particular, it highlights how the efforts towards organized and standardized interactions at the workplace, notably between employees and customers, as well as between workers and supervisors, nurture a rich breeding ground for {\textquoteleft}disorganized identity work{\textquoteright}. In this paper, we make use of the concept of {\textquoteleft}toxicity{\textquoteright} (Stein, 2007) to understand the occurrence of {\textquoteleft}disorganized identity work{\textquoteright}, examining how the various actors (co)contract and construct toxicity and then cope with it. In building this argument, the paper introduces and explores two alternative coping techniques adopted by the victimized individual, {\textquoteleft}immunization through stereotyping{\textquoteright} and {\textquoteleft}detoxification through transfer{\textquoteright}.",
keywords = "Call centres, identity, disorganized identity work, stereotypes, immunization",
author = "Shuchi Sinha and Yiannis Gabriel",
year = "2008",
month = jul,
doi = "978-1-905846-28-3",
language = "English",
publisher = "The School of Management, Royal Holloway University of London",
type = "WorkingPaper",
institution = "The School of Management, Royal Holloway University of London",

}

RIS

TY - UNPB

T1 - ‘Delhi Belly’: coping with toxicity and immunizing identities in Indian call centres (SoMWP–0904)

AU - Sinha, Shuchi

AU - Gabriel, Yiannis

PY - 2008/7

Y1 - 2008/7

N2 - This paper contributes to the current debates around call centre work by focusing on the processes of identity construction, activation and maintenance adopted by call centre employees. In particular, it highlights how the efforts towards organized and standardized interactions at the workplace, notably between employees and customers, as well as between workers and supervisors, nurture a rich breeding ground for ‘disorganized identity work’. In this paper, we make use of the concept of ‘toxicity’ (Stein, 2007) to understand the occurrence of ‘disorganized identity work’, examining how the various actors (co)contract and construct toxicity and then cope with it. In building this argument, the paper introduces and explores two alternative coping techniques adopted by the victimized individual, ‘immunization through stereotyping’ and ‘detoxification through transfer’.

AB - This paper contributes to the current debates around call centre work by focusing on the processes of identity construction, activation and maintenance adopted by call centre employees. In particular, it highlights how the efforts towards organized and standardized interactions at the workplace, notably between employees and customers, as well as between workers and supervisors, nurture a rich breeding ground for ‘disorganized identity work’. In this paper, we make use of the concept of ‘toxicity’ (Stein, 2007) to understand the occurrence of ‘disorganized identity work’, examining how the various actors (co)contract and construct toxicity and then cope with it. In building this argument, the paper introduces and explores two alternative coping techniques adopted by the victimized individual, ‘immunization through stereotyping’ and ‘detoxification through transfer’.

KW - Call centres

KW - identity

KW - disorganized identity work

KW - stereotypes

KW - immunization

U2 - 978-1-905846-28-3

DO - 978-1-905846-28-3

M3 - Working paper

BT - ‘Delhi Belly’: coping with toxicity and immunizing identities in Indian call centres (SoMWP–0904)

PB - The School of Management, Royal Holloway University of London

ER -